1. Monica R. Carr
Charlotte, NC 28216
(917) 282-3459
mrcarr48@gmail.com
OBJECTIVE: Business Analyst/Coordinator or Virtual Assistant
EXPERIENCE SUMMARY:
• 15+ years, Customer Service / Project Coordinator
• 15 years, Senior / Executive Assistant (Telecommunications Industry)
• 10 years, Business Analyst (Telecommunications Industry)
• 5 years, Project Sales Implementation Management
EXPERIENCE PORTFOLIO:
03/13 – present, Order Management Representative / Project Coordinator
Time Warner Cable Business Class, Charlotte, NC
• Manage order input to database biller (ICOMS/CSG)/Sales Force, resulting in coordination of activities for
installation of national business accounts’ services, including application of stages, statuses, comments to
Service Request/Opportunities
• Quality assure order / address accuracy, prioritize work orders, ensure cross-functional teams accurately
complete tasks, ensure customer deliverables are completed by deadlines (or before), including area manager
tasking for construction jobs
• Ensures performance compliance for operational metrics (e.g. on-time performance) and contractual
obligations (e.g. SLA delivery); coordinate/escalate orders with leads, provisioning, service, delivery,
construction, and operations for equipment installation
• Coordinate installation for Coax and Fiber services (DIA – Dedicated Internet Access, Metro Ethernet,
DOCSIS over Ethernet, MRS (Managed Router Services), Managed Security and Managed WIFI,
Hospitality Pro:Idiom – video services) entailing projects for >100 sites (including examples below):
o IHG (Six Continents Hotels) – fiber services install, conversions, and upgrades (25+ locations)
o New York State Office of Information Technology Services (NYS ITS) – create work orders for new installs for
fiber services (Metro Ethernet) – 200 locations monthly
o Banana Republic Project – installed coax services for 300 locations (HSD and static IP), process work orders
for installation
o Presbyterian Hospital – installed Hospitality Pro:Idiom services for 5+ locations (cable video services – set-
back boxes HD (high definition); HD Hospitality Video Tier 60-179 rooms)
06/12 – 02/13, Business Service Coordinator
UNC Charlotte, ITS/Telecommunication Division, Charlotte, NC
• Responsible for application / maintenance of department’s inventory and telephone billing system
(Pinnacle), including analysis of charged back activities, and the review and processing of internal and
external billing process; assist with special projects (Capital/Renovation) with Information Technology
Services Team
• Responsible for campus billing, including: processing, reviewing, resolution of questions, and banner feed;
produce reconciliation reports for ITS / Financial Services; track open orders with State/Telecom for services
(jobs/projects); resolve vendor billing discrepancies correction documentation; managed $1-5M budget
projects, achieved project(s) scheduled goals
• Create spreadsheets, flow charts, data entry for university’s administrative and department databases
(Pinnacle, Banner, 49er Mart, and SAM); track service requests via tracking tools and reporting to customer
and department team with updates; initiated process improvement for software via benchmarking through
research for application, resulting in easier to read billing details and data
• Managed initialization of project upgrade of existing Pinnacle Billing system for CIS department of
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2. telecommunication services for internal UNCC departments / external vendors, to increase processing
telecommunication bills productivity with consolidated view of charges (phone lines, equipment, voice mail,
calling card, work orders)
• Instructed utilization of technology (team learning and e-learning) to 5 to 10 coworkers; facilitated training
quarterly; utilized technology e-learning and team learning methodologies
• Researched, analyzed and identified upgrade to Pinnacle system, resulting in Associate CIO of IT Planning
and Telecom’s approval of system upgrade
05/11 – present, Virtual Assistant
Moving by Faith (MBF) Charter and Tour Company, Charlotte, NC
• Administrative duties including: data entry, wrote itineraries and correspondence (business letters, memos,
contracts); confirmed charter / tour reservations; follow up on quotes / pricing / scheduling bus drivers
01/06 – 05/11, Sales Implementation Manager
Verizon Business, Columbia, SC
• Managed coordination/installation of voice / data service (Private Internet Provider (IP), Frame Relay,
Internet, Private Lines, Integrated Services for Digital Network (ISDN), Toll Free) projects with >100 sites
• Developed and implemented monitoring methods and procedures, including project reports and staff
conferences (pre-/post-technical support), internal groups (order entry, provisioning, Continuing Professional
Education, including: Computer and Peripheral Equipment (CPE), Operations), and third-party client/vendor
resources (voice / data equipment vendors, local access providers) for service requests ensuring quality
assurance for accuracy and completeness prior to order submission for processing
• Collaborated with engineering team on 1- 2 projects per project implementation manager (monthly) for sales
team; projects valued at an average of ~500K (a few at ~$1M-$5M) meeting operational metrics (on-time
performance) and contractual obligations (Service Level Agreement (SLA) delivery), and to ensure service
requests were installed and ready for first bill review
• Work in Work Breakdown Structure (WBS) to schedule/update installations; coordinate premier customers
(large business accounts to ensure budget constraint)
• Coordinate installation for voice and data services (Private Internet Provider [IP], Frame Relay, Ethernet,
Integrated Services for Digital Network [ISDN], Toll Free) for projects for >100 sites (examples below):
o Robert Communication Network (RCN) – 156 orders for Multiprotocol Label Switching (MPLS) in Canada,
including Ethernet, upgrade to NxDS1; 30 new business accounts to replace Bell Canada circuits, 15
domestic sites (FL)
o CSX Transportation – Frame to PIP conversion Project (~1740 sites – Phase I 800 sites and Phase II 940
sites), 56k IP Circuit with GOLD CAR
o RICOH –PIP Verizon Managed Services Removal project (150 sites) requires removal maintenance on PIP
MPLS Network
o LOWES Versapath Removal Project included moving sites (numbers) off T-1 to point to Automatic Number
Identification (ANI), Port Speed Upgrade (PSU) disconnects (145 sites)
o FEDEX – upgrade speed for 600 sites
• Designed custom spreadsheet programs for internal team and clients, tracked service requests / milestones
via Status Pro, NetPro, OBUS, COMS, ORDERPRO tracking tools to deliverables; provided customer /
account team with updates / status reports weekly conference calls
• Coordinated delivery between internal teams (Verizon provision/operation teams) and external groups
(Local Exchange carriers, customer facilities, construction)
• Worked with team assigned ~10-12 projects annually (2.5-3 projects quarterly) with a deliverables rate of
90-100% (quarterly); assisted team members to meet project deadlines and milestones
• Improved support service level (+20%) and customer service satisfaction (+5%) annually through customer
feedback survey; identified customer demand and potential service issues; utilized cost and effect diagrams
to identify occurring problems
• Coordinated migration implementation for sales team cost reduction initiative, resulting in $10M saving over
four years via capital infusion, which expanded small medium client base by 25%
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3. • Coordinated installation of ISDN data network integration for Robert Communication Network (RCN) for
~150 sites; coordinated team of 20 technicians/engineers in installation of ISDN
11/99 – 01/06, Executive Assistant to Vice President
Verizon Enterprise Solution, New York, NY
• Managed/liaised communication for senior executives, directors, administrative staff
• Prioritized tasks / requests by deadlines; prepared correspondence (weekly/monthly), presentation charts
and graphs (monthly), confidential reports / financial data, budget, and forecasts correspondence (annually)
• Coordinated high-level conference calls with President, CEO, Senior VP and Vice President as well as
existing clients / potential clients; board and management meetings, special events; responsible for
making/confirming travel arrangements (monthly), for $500-2,000 of travel reservations; reconcile / maintain
expense reports and procurement card statements
• Answered ~25+ incoming calls from clients and direct report senior managers
01/99 – 11/99, Administrative Assistant / Senior Administrator (Sub-Contractor)
Global Technologies Server Rationalization Project
Jonathan Carter Technologies, Inc., New York, NY
• Supported the international financial banking and brokerage’s Project Manager and Lead Engineers for
three work sites in the New York City metropolitan area
• Responsible for tracking / reporting 6,000 users’ desktop environments via database
• Submitted weekly updated reports to Director of Global Technology and incorporated improvement
suggestions for IT operations, policies, and procedures for meetings with director of global technology on
metrics (users migrated successfully, scheduled client migrations, incorporated IT operations, policies and
procedures, and proposals on future upgrade sites
• Created / implemented filing system procedures to organize client documentation
• Managed migration of ~6,000 users for Global Technology Server Rationalization project
FORMAL EDUCATION:
• 2004, Associate of Science, Business Administration, American Intercontinental University, GPA: 4.0; Courses:
Business, Financial Management, Environment Science, Management Information System, Presentation Essentials,
Principle of Marketing, Microeconomics, Legal and Ethical Environment of Business, Principle of Accounting
CAREER TRAINING / CERTIFICATIONS:
• 2015, Resource Management in Project 2013, Time Warner Cable Business Class (TWC+YOU University)
• 2016, Ethernet over DOCSIS, Time Warner Cable Business Class (TWC+YOU University)
• 2016, Hospitality Services, Time Warner Cable Business Class (TWC+YOU University)
• 2015, Complex Fiber Services: DIA Service - Business Class Fiber Technician, Time Warner Cable Business Class
(TWC+YOU University)
• 2015, Ethernet Service Overview –Product Services, Time Warner Cable Business Class (TWC+YOU University)
• 2014, New Project and Design; A Managers Guide to PM, Time Warner Cable Business Class (TWC+YOU University)
• 2014, Project Management Fundamentals, Time Warner Cable Business Class (TWC+YOU University)
• 2014, Carrier Services (Cell Tower Services), Time Warner Cable Business Class (TWC+YOU University)
• 2013, Certification, Order Management Representative, Verizon Training Center
• 2008, Project Management and PBOK Mythology (Operational Guidelines: Planning Phase: Executing Phase), Verizon
Training Center
• 2004, ITIL v.3 Foundation Certification, Loyalist Certification Services
HARDWARE / SOFTWARE / TECHNICAL / COMPUTER:
• Customer Order Management System (COMS)
• Integrated Communication Operations Management
System, Corporate Enterprise Solution Group
(ICOMS/CSG)
• Microsoft Office: Word, Excel, PowerPoint, Outlook,
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4. Microsoft Project
• NetPro – Network Provisioning System
• OBUS (system to view ANI info, calling cards, local
service access via hummingbird)
• Order Pro (order entry system to create orders)
• Sales Force
• StatusPro (web based integration reporting / order
tracking tools, process, milestones and notes from
provisioning)
RECOGNITION / AWARDS / COMMUNITY:
• 2015, Process Improvement Award, First Harrison Bank Project, Time Warner Cable
• 2013 – present, Volunteer, Time Warner Cable Connects, Charlotte, NC
• 2013 – present, Volunteer, Dress for Success, Charlotte, NC
• 2013 – present, Volunteer, Shelter Breakfast at Salvation Army Center, Charlotte, NC
KEY & TRANSFERABLE SKILL WORDS: Accounting, administrative, analysis, benchmarking, billing, budget, Business Analyst, Business Coordinator, clients,
Communication, compliance, Coordinator, correspondence, customer service, data / database, deadlines, deliverables / delivery, documentation, e-learning,
Enterprise Management, equipment, Executive Assistant, expense, forecasts, Hospitality, implementation, integration, Internet, inventory, Management /
manager, metrics, migration, milestones, monitoring, operations, Order Management, ORDERPRO, performance, Pinnacle, Planning, Presentation, procedures,
processing, procurement, Program management, Project Coordinator, Project Management, proposals, Quality Assurance, reconciliation, reporting / reports,
research, Sales Implementation, scheduling, software, support, team, telecommunication, tracking, training, vendors, Virtual Assistant
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