Kristen Williams

Experience

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  AT&T Mobility

  Oct 1998 - Mar 2015

  Technical Support Manager, AT&T Mobility • 2013-2015Deliver production support for Customer Care and cross-functional teams across Mobility and Small Business Solutions divisions; resolve system and billing issues quickly and efficiently. • Investigate and resolve case issues; create IT tickets and partner with IT to resolve issues.• Administer manual disconnect process, BVoIP disconnect process, and AOTS report process.• Track issue trends, and collaborate with IT on code fixes.• Execute system and billing retest to resolve case and IT tickets. • Collaborate with Product Marketing and IT on customer communication email updates.• Serve as project manager to investigate and resolve all U-Verse billing errors; act as U-Verse SME regarding U-Verse ordering system and billing flows. • Boost productivity and decrease costs by developing process improvements. Show less Testing Manager • 2010-2013Led Red Hat Ticketing Production Support and served as Small Business Solutions Production Validation Testing Lead.• Drove code deployment for SBS system integration platform; oversaw test case execution and Red Hat Ticketing Process for production support on newly deployed codes. • Supported Customer Care organization as PVT Lead for code deployment across multiple products.• Directed test case execution, reported system errors via Red Hat, and partnered with IT on root cause analysis and issue resolution.• Created, documented, and facilitated training on viable workarounds and mitigations.• Initiated change requests for system defects, and partnered with M&P to communicate new system functionality. • Acted as communication liaison between Customer Care and Service Delivery departments, and collaborated with Product Marketing and IT on customer communication emails. • Served as Red Hat Issue Manager; triaged Red Hat production issues and created IT tickets; partnered with IT to resolve all general audience & production system issues totaling 8K+. • Led efforts to reduce outstanding issues by creating Red Hat issue analysis report and decreasing ticket volume by 40%. • Boosted Tier 2 productivity by introducing new process between Production Support Team and Tier 2 that enabled status visibility and increased productivity by 50%. Show less Small Business Solution Care Manager • 2009-2010Served as Project Manager for end-to-end service delivery on multiple SBS products and services.• Developed new system integration and M&P processes for multiple phases. • Created Project Kick Off Call process and Project Kick Off Call agenda.• Decreased SBCM implementation interval by 30 days by creating streamlined billing process.• Drove testing on scenarios for SBCC/SBCM process flows for (UAT) User Acceptance Testing and (PVT) Production Validation Testing• Coordinated 1st-phase launch, and project managed first SBS bundled order. Show less Project Manager, State Government Accounts • 2003-2009Led service delivery on 2,500+ agency sites for State of Georgia & Georgia Technology Authority private network valued at $12.5M annual revenue. • Authored implementation and provisioning processes for State of Georgia private network that served as platform for all other state government account process flows.• Facilitated kick-off meetings with account team, engineers, and customers.• Scheduled and coordinated Metro Ethernet, Frame Relay, Private Line, and DSL circuit installations.• Coordinated customer equipment shipping, installation, and service activation.• Generated weekly reports on circuit and router installations and LAN swings at site level. Show less

  • Technical Support Manager

    Mar 2013 - Mar 2015

  • Testing Manager and Defect/Issue Manager

    Apr 2010 - Mar 2013

  • Project Manager

    Dec 2009 - Apr 2010

  • Project Manager, State Government Accounts - BellSouth Telecommunications

    Jan 2003 - Dec 2009

  • Service Specialist - BellSouth Telecommunications

    Mar 2000 - Dec 2003

  • Account Specialist - BellSouth Telecommunications

    Oct 1998 - Mar 2000
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  AT&T

  May 2016 - Jan 2018

  Capgemini/Business Analyst

  BI Publisher 11g, 12c System Administrator analyzes business requirements to develop technical design solutions for business reporting. Successfully engages in multiple small to large initiatives simultaneously. • Convert Discoverer SQL code to meet BI Publisher requirements.• Develop BI Publisher data models, reports and templates.• Create folders and subfolders in Dev, PrePROD and PROD environments for data migration.• Transfer catalog objects between development, test and production environments. • Partner with Oracle DBA to plan and test BI Publisher instance upgrades. • Tier 3 technical support; troubleshoot errors and runtime issues.• Manage client expectation; requirements, user training, UAT.• Author training documents for cross training and user reference.• Develop and maintain Business Requirements BRD, High Level Design HLD and Application Detailed Design ADD documents for migration projects – Waterfall methodology. • Converted SQL code to meet Fusion platform specifications. • Studied Oracle middleware; BI Answers and Interactive Dashboards. Show less

• 

  Williams Transportation Service, Inc.

  Aug 2019 - Aug 2022

  Consultant

  Provided strategic guidance across multiple departments, including finance, logistics, and operations. Focusing on streamlining processes, reducing costs, and enhancing efficiency throughout the organization. By leveraging my expertise in accounting, dispatch operations, and business management, I helped drive significant improvements in both operational workflows and financial management. Financial Management & Accounting: Advised on optimizing accounts receivable and payable processes, managing a $4M+ annual income with 99.9% accuracy. Led the implementation of a paperless invoicing system that boosted productivity by 30% and reduced costs by 70%. Cost Optimization: Provided strategic recommendations for managing office services, resulting in a 70% reduction in phone and internet charges (from over $8K to $2.5K annually). Streamlined internal financial tracking systems, reducing administrative overhead and increasing efficiency. Logistics & Dispatch Operations: Guided the development of an efficient dispatch system, improving communication with carriers and customers. Established processes to track load schedules, manage carrier negotiations, and ensure timely deliveries. Enhanced customer service and operational coordination, improving dispatch performance. Process Improvement & Systems Development: Designed and implemented a dispatch log for tracking carrier paperwork and payment schedules, reducing operational bottlenecks and increasing workflow transparency. Introduced best practices for tracking ACH wire receivables and vendor payments, ensuring accurate financial reporting. Project & Strategic Advisory: Partnered with internal stakeholders to identify opportunities for process improvements across various departments, supporting cost-saving initiatives and driving operational efficiencies. Advised on managing funds and streamlining financial operations to ensure long-term sustainability and growth. Show less