Alice Rivera-Rosado

Experience

• 

  AT&T Mobile Tel

  Jan 2002 - Jan 2010

  -Assessed and recommended Clarify/CTS ticket process improvements and identified and documented process issues to improve overall customer feedback and requirements for resolution.-Provided analysis of teams’ ticket work to ensure SLA.-Worked independently with little direction on complex system reports.-Updated & maintained various RF performance charts, maps, data for reports and presentations.-Coordinated and drove to resolution employee trouble tickets through Swiftrack System.-Drove Optimization by determining methods of automation and process improvements to do “more with less”.-Managed the NY/NJ Internal Trouble Ticket Process, including Top 10 items from the Service Steward Program.-Developed a Monthly Newsletter for distribution to the customer-facing teams in April 2005.-Worked with management on a cost per minute analysis by County for high level Executive.-Acted decisively by applying knowledge to make timely, sometimes tough decisions.-Produced Outbound PowerPoint Reports.-Independently learned how to use the new CTS platform, swapping all open Internal Trouble Tickets over to CTS from AMS.-Worked with Director to create and distribute a template for the outage notifications to be used by the NY/NJ On-Call Duty Officers.-Converted the former NY Quality Council voicemail distribution into a new email list reflecting the new Orange + Blue teams in the NY/NJ Market. Show less -Maximized ROI of AWS Assets-minimized duplicate expenses and proactively pursued alternative vendors and solutions.-Managed RF Network Performance Vehicles- Tracked vehicle mileage, scheduled and coordinated regular and emergency service, ensured insurance, gas cards and registration cards were updated and tracked.-Tracked Field Ops overtime, training, time off and expenses for all personnel. Made sure monthly reports were submitted to managers; monitored expenses and focused on cost reduction.-Provided support to five Central Market managers and East Market Managers remotely. Tasks include timesheets, expense reports, personnel needs, new site folders, site database, community events and ensured national training was taken.-Fifth Floor Management: Received mail, deliveries, guests, vendors and contractors. Interacted with DoComo, NREO, building management on as needed basis. I was point of contact for Paramus, HQ and 810 partners.-Developed knowledge of Central Market issues by attending weekly meetings, compiling minutes, and maintaining reports. Show less

  • Coordinator, Network Sales Support

    Jan 2004 - Jan 2010

  • Administrative Assistant, Technical Operations

    Jan 2002 - Jan 2004
• 

  AT&T Mobile Tel

  Feb 2010 - now

  -Near real time Customer impacting issue reaction - Monitored site KPI/CQI, reacted in <4~8 hours and attempted to triage/repaired within a 24-hour window. Actions included interfacing with business partners in market including but not limited to OPS, Performance, TP&E, MCAC, ATS and MNRC teams. -Knowledge required of system hardware configurations, potential impact of specific equipment failures, and Best Practice/MOP for reaction steps taken in each case. -Required daily analysis of reports and trends, and the utilization of various tools to identify and then triage failures, either alarmed or silent including equipment resets. In addition to business hour intraday and acute sites, worked on non-business hours intradays (Full MEFs, Consecutive Hrs. and Scenario R) also worked additional tickets: Clarify Customer tickets escalated to us from Tier 1 and Enterprise tickets escalated to us from MMC.-Creation of AOTS tickets - Creation of tickets for Operations dispatch or Transport team intervention on site impacting issues. In creating tickets all possible aspects/factors of influence were considered, which included factors outside of site itself. These outside factors included venues, parades, traffic variations, vendor and national team activities.-Determined problem sites by using network key performance indicators and drive test data, handled customer complaints effectively.-Worked to satisfy company and company clients by handling statistical and test information and repaired problems like blocked and dropped calls and orientation failures.-Found external interference and rogue UE issues-Contributed to maintaining current technologies and supported teams in emerging technologies.-UMTS, LTE and VoLTE Bronze and Silver Certifications. Show less -Assisted in providing technical support in identifying and meeting technical needs of customers.-Identified customer needs, implemented improvements to processes, strategies, and deliverables.-Deep complex data analysis to isolate issues and develop recommendations for solutions or improvement. Made recommendations and presented findings.-Worked independently with little direction on complex system reports.-Focused on data gathering, compilation and verification. Updated and maintained various RF performance charts, maps, data for reports and presentations. Show less

  • Sr. Specialist RAN Engineer; Sr. Specialist Network Support

    Jan 2012 - now

  • ASSOC MGR ENGR SALES SUPPORT

    Feb 2010 - Jan 2012