Megan Astor
XXXXXXXXXXXXX
Concord, CA

OBJECTIVE to find a job in the Technical Telcom field working with DSL

EXPERIENCE

3/2004 – Present	SBC Internet Services	San Ramon, CA

	Work Force Management/Operations Analyst

	Working with Aspect Canvas, taking call-outs from agents, enforcing Aspect Idle Usage, communicating with Management regarding call queue status, updating reports (Excel), making allocation changes to the Aspect phone system via 3rd party venders.

4/2003 – 3/2004	SBC Internet Services	San Ramon, CA

	Team Lead

	Working with agents taking calls on advanced problems, performing  training with agents on the floor, running team tail gate meetings, putting together M&P’s and desk drops for team members.

2/2003 – 4/2003	SBC Internet Services	San Ramon, CA

	Internet Specialist

	Working with Chronic/Priority customers to repair extensive ISP and DSL issues including, E-mail, authentication, ordering of new service, trouble shooting physical lines and expediting repair to Advanced Solutions Inc. Working all calls to resolution, with several follow ups if needed.

11/2001 - 2/2003	SBC Internet Services	San Ramon, CA

	Second Tier Support

	Provide both internal and customer support for DSL, including support of first tier agents, trouble shooting with Advanced Solutions Inc on physical and logical issues, completing expedites of service for Sales Reps in the Emerging Product Center. Also assisting customers in repairing their DSL, Email, SBC Yahoo tools, and creating trouble tickets for repair of physical line issues concerning DSL

8/2001 - 11/2001	SBC Internet Services	San Ramon, CA

	Project Clean

	Contacted customers who were past due to register their DSL accounts with SBC. Help with both registration of accounts and installation of DSL from self-install kits. Trouble shot customers over the phone, made follow up phone calls to customers.

2/2001 - 7/2001	Inserv	Emeryvillie, CA

	Reactive Order Management/Floor Coach/ Order Status

	Reactive Order Management- Working pre-installation support trouble tickets, contacting the incumbent local exchange carriers for status on DSL crickets, watching and monitoring call center phone queues, updating hourly totals for pre-installation support call center, updating and training members of my team (acting Team Lead). Floor Coach- taking escalation calls from customers, training advocates on the call center floor, trouble shooting pre-installation problems with the customer on the phone, following through and completing escalations. Order Status- taking pre-installation support calls from customers in a call center environment, giving customers status on their DSL accounts and reporting when there is a problem with an order.

11/2000 - 12/2000	North Point Communications	Emeryville, CA

	EUTAC Technician

	Second Tier post installation tech support for ISP's, troubleshooting both logical and physical problems with NorthPoint DSL lines, dispatching ILECS both in and out for physical problems and testing with ILEC's and ISP's for physical issues, and trouble shooting with end users.

6/2000 - 10/2000	XO Communications	San Mateo CA

	Order Coordinator

	Assign phone numbers to small to medium sized companies, list phone numbers in the 411 and 911 databases, make sure phone numbers are free by checking many different programs including SIMS, Eastland, and others

3/2000 - 5/2000	North Point Communications	Emeryville, CA

	East Coast Dispatcher

	Dispatched technicians to end user locations for DSL installations. Created schedules for technicians, and daily wrap up report, heavy phones.