Craig Churchill

Experience

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  Enabil Solutions

  May 2001 - May 2008

  Programmer / Analyst

  As an employee of Enabil, I performed capable analysis, design, and maintenance of the billing systems database, and I efficiently managed trouble tickets using the Remedy System. I composed and delivered presentations for ideas regarding new business at staff meetings, and explanations of current processes to clients. I maintained a very good relationship with client representatives, retrieving and analyzing confidential mobile phone billing data to effectively deal with customer complaints, police warrants, and security inquiries across multiple platforms. I also wrote and maintained COBOL code and JCL scripts in MVS Mainframe and AS/400 environments. Show less

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  Blue Ocean Contact Centers

  May 2009 - Nov 2009

  Logistics Operator, Cisco Systems

  At Blue Ocean, my main job function was to create new premium orders for Cisco Systems hardware using a variety of in-house tools. I was the point of contact for Cisco customers to inform them of order ETAs, and I monitored Cisco's Ordering System from dispatch to delivery to resolve ETA conflicts, delivery delays, warehouse shortages, and a variety of other possible logistics problems. I also handled incoming calls and emails from customers with requests and inquiries, and I facilitated Field Engineers on site. Show less

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  BlackBerry

  Apr 2016 - Sept 2024

  My team is the primary point of contact for written and verbal real-time global communications from the BlackBerry Network Operations Center during unscheduled network events and scheduled maintenance activities on a 24/7 basis. We are responsible for maintaining timely preparation and distribution of required network notifications and other vital information to Internal and External stakeholders (including company executives), ensuring suitability and conformity of external communications with published standards.• Assisting development of documentation and support procedures for NOC Communications efforts.• Collaborating globally with technical teams to gather information regarding incidents, carrier issues, BlackBerry maintenance etc.(NOC, Service Management, Service Engineering Specialists, Change Control, CSO, etc) to ensure the communication contains valuable and accurate information.• Training of new-hires – daily processes, tasks, and procedures.• Assisting CSO Communication with approving speaking points and providing information to help manage their customers• Assisted in Beta testing of various communications software tools, including Helios and HOTS. Show less

  • Shift Lead II

    Dec 2023 - Sept 2024

  • Incident Specialist I

    Mar 2010 - Sept 2024

  • Acting Shift Lead

    Nov 2022 - Dec 2023

  • NOC Operations Administrator

    Apr 2016 - Nov 2022