1. Angela Ward
6500 Samuels Rd 214-213-0663
Terrell, Texas 75160 angward22@gmail.com
Objective
Utilize my proven skills in technical-writing, provisioning, project management and root cause analysis
to be an asset to my company in customer service, process flows, problem solving and cost reduction.
Experience
Damage Prevention Agent – Texas811 8/2015-8/2016
 Receive/make both commercial and residential calls leading to various utilities locate requests prior
to digging
 Trained in 2 out of 3 states served by company – Texas and West Virginia.
Service Ops Level 2 - Fujitsu 8/2014-11/2014
 Verify successful wireless encryption integration into TJX infrastructure – 3,000+ sites
 Troubleshoot problems resulting from encryption update
 Ensure all wireless equipment is communicating with store networks
Professional Tech Support Analysis - AT&T Operations, Inc. 8/2007-4/2013
 JAM application - Cleared problem reports from Construction & Engineering org often involving
interfacing systems such as OPTI, ARES, CFAS and MIC. Route to IT as needed. Serve as liaison
between JAM client, IT and interfacing systems until resolution is reached.
 System updates – Write/resolve test scripts as assigned for implementation prior to field release
 System Outage Lead – Report problems to User Community via email and system communiqué.
Interact with IT and field members for any fix provided by IT.
Manager - Digital Loop Electronics - SWBT 1/2006-8/2007
 Detail Engineer – Deliver loop electronic drawings for SW region in AutoCAD/Adobe PDF formats
for customer premise and remote terminal equipment including evaluations of power, thermal heat
and equipment configurations; new and retrofits; serving Texas, Missouri, Oklahoma, Kansas and
Arkansas jobs
 Accurate and timely submission of JMOS/JAM time reports to CMC (payroll) for inside crew of 12
staging center technicians
 Coordinated group effort to effectively replace battery order when vendor filed bankruptcy; utilized
strong organizational, planning, verbal and written communication skills

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 Participated in storm tracking team for RT restoration with propane and generator status following
storms in Missouri
Provisioning Admin 1-Work Order Management - SBC Internet Services 9/2003-1/2006
 FreedomLink and WayportWiFi SPOC (Single Point of Contact) – timely provisioning of orders,
intense time intervals, coordination with SBC departments and external customers for distribution of
WiFi order information; Executive escalations; back up team SME (Subject Matter Expert)
 Liaison between SBC customers, Telco, DSL Sales and Operations and Internet Services during
existing FTTC architecture migration to new technology equipment for purposes of updating the
architecture, ensured minimal downtime and seamless migration of services; Coordinated with
internal departments and external customers for resolution of problems between POTS and DSL
services
 Diagnosed trouble with orders in Midwest region during DSL ordering system migration to CRM;
provided info to management team for resolution, avoiding further loss of service to customers in
that region and loss of revenue to SBC
 SME - Training of DSL/WiFi provisioning in CRM; implementation of streamlined team reporting
process, WiFi DSL order processing, research/verify info for WiFi customer accounts utilizing
various DSL systems, conference calls as WOM SPOC in support of various external projects;
supported manager by reporting team production info and any other requests and team by providing
assistance with workload and/or questions
SWBT, Service Representative – Access Service Center 4/2001-9/2003
 Projects Group – cross trained in West and Southern New England regions processing multiple
projects simultaneously – emphasis in work flow, prioritization, scheduling, problem solving,
exceptional telephone etiquette, customer service, training, motivation, escalations, customer
complaints – responsible for special circuit orders; coordinate with Network Facility Departments,
Account and Project Managers for provisioning of DS0, DS1 and DS3 circuits for coordinated
projects; trained on DS3 riding SCID and revenue recovery processes for SONET and Fiber
Advantage DS3’s
 Developed, updated and distributed Excel spreadsheets for Revenue Recovery and negotiated
projects, ensuring project deadlines – researching embedded billing investigations and corrections;
coordination of project group meetings/activities, meeting agenda/minutes, other organized projects;
mechanized request for development of system requirements on OCN SORD order processing to
SME
 Located orders not posted to CABS billing system, gathered team to form and implement a process
for Revenue Recovery to ensure accurate billing (Southern New England)
 Developed Service Order Quality Process, which was implemented within Business Unit - Chaired
PMEI Committee for district standards of Position Management - Recipient of Industry Markets
“Best of the Best” Award September 2002

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Windsor Companies, Receptionist 2/1998-12/1998
 Receive/transfer calls for 25+ employees at this location; directions, tenant account inquiries,
employee contact information requests for alternate locations, end of day clean up
 Part-time accounting duties – filing, consolidation of tenant accounts, company owner’s accounts
 Special projects for other job functions upon request
Glen Lakes Counseling Center/Academy, Assistant to Director 2/1996-1/1998
 Scheduling appointments for Director of classes, perspective parents and private practice patients
 Insurance verification, file insurance billing, patient and banking accounts consolidation for private
practice and school, consolidation of accounts shared with private practice partners, utility payments
at both locations
 Supplies maintenance for both locations; multi-tasking to assist Director in his many functions at
each location and in his personal activities
Sami E Constantine, MD , Physician Assistant 6/1989-1/1996
 Assist Physician and nurse; take patients to exam rooms, obtain vitals, provide instruments to
Physician during OB/Gyn exams
 Assist front desk; computer admin, filing duties, appointment scheduling via phone and face to face
contact, appointment confirmations, occasional insurance verifications, etc., routing calls/messages
on 4-line phone system
 Purge medicine sample closet on a regular basis as well as the medical records storage facility;
trained new-hire high-school employees
Education
International Beauty College #3 1995-1996
Obtained license for Manicurist Technician via State of Texas Board of Examiners testing after
completing the required course at school.
Eastfield Community College, General/Electronics/Telecommunications, TKT Certified 2001-2003
Obtained TKT certification with a 3.5 GPA at the end of the 2-year period.
Skills
Time management Multi-tasking Strong computer skills Scheduling Excel
Work prioritization Problem solving, Telephone etiquette Outlook Word
Customer service Training Technical-writing Motivation Power Point
AutoCAD CRM VANTIV ASI MAGIC SORD/BOSS
TIRKS EXACT PREMIS WFA SPORT
CABS LMOS ECRS PREDICTOR eLINK
EIU eLINK MIC JAM SHOTS TELCO11i
CPSOS CCRS QIP RAD LAN/WAN IP
assignment and configuration