Charles Kellum

Experience

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  US Navy

  Sept 1985 - Sept 1989

  Machinist Mate

  Machinist Mate, U.S.S Enterprise CVN 65

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  Continental White Cap, Inc

  Jan 1990 - Jan 1997

  Machine and Production Operator

  Operated Mechanical Print press, fork lifts, and maintained Sheet Metal Scroll press.

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  Anzac Computer Equipment Corp

  Jun 1998 - Feb 1999

  Technical Support Representative

  Provided technical support for company client base relating to company provided computer equipment.

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  City of Dayton ITS Dept

  Apr 1999 - Jul 1999

  PC Technician

  Installed Hardware and Software upgrades, troubleshoot PC and peripherals.Tested PC hardware and peripherals including printers, fax machines and related equipment.Technical support helpdesk, escalating issues to second level support to facilitate timely resolutions.

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  VistaRMS-Concert Communications

  Aug 1999 - May 2000

  Contractor

  Implemented infrastructure and inventory of Concerts Frame Relay, ATM and ISDN platforms.Data migration via Concerts ORION infrastructure application. Logical provisioning PVC changes.Logical provisioning of new nodes/chassis throughout Concert Network

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  Verizon Business

  May 2000 - Dec 2009

  Global Implementation Consultant

  • Lead implementation consultant for the SunTrust Bank account. Managed multiple data and voice orders with various priorities and due dates as well as installation scope of work to include deployment plan, work with vendors and customers to meet project timeline.• Develops methods to measure customer satisfaction; obtains feedback at critical milestones and at project completion to ensure that project efforts meeting customer expectations for time, cost, and results.• Anticipates and identifies tasks required to support change processing, assigning tasks to project team members, verbally communicating complex issues, verifying that tasks are completed, and communicating implementation status.• Manages the most complex, most strategic projects under minimal supervision.• Delegated tasks and responsibilities to appropriate internal and external teams. Reporting and communications typically occur with teams, key stakeholders and senior management.• Full accountability for planning of resources for tasks, allocation, estimation, scheduling and risk management.• Coordinated and understand dependencies between Product platforms to include frame relay, Private IP, voice and data and Professional Services.• Determined and manage risks within implementation plan with the ability to initiate and escalate to appropriate parties. • Develops methods to measure customer satisfaction; obtains feedback at critical milestones and at project completion to ensure that project efforts meeting customer expectations for time, cost, and results. Show less

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  YP.COM formerly AT&T Advertising Solutions

  Jun 2010 - Nov 2013

  Domain & Email Support Team Lead

  • Managed diverse team of technical support phone technicians and administrative data entry clerks. Resolved all escalations that jeopardize maintaining adherence to service level agreements in a timely manner.• Resolved technical issues via phone, email, and Sales Force cases for customers and internal staff on a wide variety of domain and email related escalations.• Documented all case interactions and created documentation including Knowledge Base articles (Wiki), Sales Force and other supporting materials.• Documented all customer contacts, resolution steps, and customer feedback to enhance YP advertising products and services.• Promoted knowledge transfers to influence positive changes and strengthen the team's performance.Maintain a strong working knowledge of domains, 3rd party email clients, and YP products and services.• Owned all customer interactions and utilized appropriate timely follow-through, created daily schedule adherence, remained available to assist customers while maintaining quality.• Increased technical aptitude and developed customer service skills to improve the quality of the customer experience.• Acted as domain and email support technical liaison between service manager, escalation managers and sales teams within internet operations group.• Trained, coached, and mentored Help Desk Attendants to develop acceptable technical skill levels.• Planned and conducted performance appraisals of Help Desk staff, administer performance remediation plans and recommend disciplinary action when necessary.• Established and enforced Help Desk service level agreements in consultation with AT&T/YP supervisors and Associate Directors to improve operational efficiencies and effectiveness. Show less

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  Birch Communications

  Dec 2013 - Aug 2018

  Client Implementation Specialist

  • Responsible for verifying accuracy and completeness of all new customer orders, entering orders into OSS systems with high degree of accuracy, providing technical support to customers and vendors, verifying services and contract elements.• Manage cloud product implementations such as Total Cloud Foundation Server, Total Cloud Phone Systems (TCPBX), Total Cloud Data Center as well as multi location MPLS through activation.• Translates customers’ requirements into project objectives and tasks. Reports on project progress throughout the project lifecycle.• Identifies and gains allocation of project team resources; obtains business and information technology sponsor approvals; and coordinates the resources necessary to successfully complete the project.• Communicates major milestones and identifies potential project risks; conducts regular status meetings to review project activities; manages prioritization procedures.• Sets and manages internal expectations with project team members for deliverables and dependencies, managing and escalating issues and changes.• Coordinates and understands dependencies between Product platforms to include MPLS, number porting associated with voice products such as analog lines, POTS, and PRI.• Evaluates the impacts and risks of changes from multiple perspectives, assigns tasks that are necessary to reduce or eliminate those considerations, determines tentative implementation dates, and tracks results of the implementation.• Sets and manages external expectations with customers, managing and escalating issues and changes• Improve and adapt to new methodology to enforce implementation quality standards.• Coordinate LNP and RespOrg activity with number management resources.• Manage the implementation project through installation milestones to completion, ensure billing is correct and services activated. Provide detailed post-mortem outlines when needed. Show less

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  AppDirect

  Aug 2018 - now

  Project Manager Account Support Services

  Key Responsibilities:•Manage order coordination, equipment procurement for large corporate business partners. Order equipment packages that include phones, access point devices, Meraki firewalls, switches and peripheral devices to meet critical opening due dates.• Confirm network equipment details and requirements, submit engineering tickets to initiate equipment testing and configuration per customer requirements. Coordinate with internal provisioning and engineering teams for accurate order and technical requirements.•Submit orders to various providers via carrier portal or through a defined submission process. Coordinate technician dispatch to survey, install, test and turn up telecom services and networks.• Update internal CRM tool to manage implementation to ensure all milestones are met proactively and on time. Communicate with sales partner, customer and key vendor contacts to keep them updated throughout the project implementation process. Host kickoff calls and weekly meetings acting as main customer point of contact, customer liaison and advocate.• Identifies implementation risks and issues, escalates to key carrier contacts for order resolution. Proactively monitors project milestones and service deliverables.•Coordinate with sales partners on post-installation requests including billing inquiries, maintenance requests, and service impacting issues. Identify and communicate risks, dependencies, and technical documentation during and after installation of services. Manages expectations with project team/stakeholders related to deliverables, milestones, and risks. Show less