Order/Database Management

Database & Customer Service Professional

EXPERIENCE:
AVAYA COMMUNICATIONS 2004 to Present
Team Support for NY based Sales Org.
• Perform all order management duties for New York based sales team which include:
o Retrieving call center design info from Customer and configure to quote creation, using Avaya Solution Designer and SAP; Working the order management process from beginning to end using Avaya processes, which includes: initial customer contact, to Aftermarket quote creation using SAP VA21, VA22, SRET & VA23 extensively: by adding product material codes, discounting/zero rating, adding services pricing codes, viewing the verified quote and completing the final contract for Customer signature.
o Verify proper Customer sold to maintenance billing using SAP ZTSA screen.
o Final Customer contract verification and processing of all signed agreements from SAP quote hand off to Avaya Customer Care Center and Billing Depts. For conversion into SAP order.
o Revenue tracking of all Customer Siebel opportunities & SAP orders #’s by managing from time of initiation until revenue recognition/billing date.
o Create and Maintain all Customer Sold To/Hierarchy info for Global Financials Team using Siebel and SAP XD03, VHD2 and ZBXB screens.
o Create Ad-Hoc reports for all order revenue information using Cognos, Excel and Access for Sales Director and Ops Management.
o Responsible for all database integrity.

LEVEL 3 (formerly Genuity/BBN Planet) Cambridge, MA 1996 to 2004
Database Management Coordinator/Contracts Control
• Maintained database integrity for all Genuity and Verizon customers for Customer Provisioning Group
• Database entry that focused on all Customer Provisioning orders using SQL Server.
• Customer IP Address and DNS registrations with ARIN and Telco Group.
• Generated daily work in progress reports using Excel for Director of Customer Provisioning
• Reserved Customer circuit ports using Unix program for all Domestic, INTL and Frame Relay including DLCI and CLLI codes using Web based PCM Tool and Unix.
• Liaison between Verizon and Genuity’s legal, engineering and sales groups
• Developed cost-effective order implementation processes, modifying process flow and database layout.
• Processed all Legal Customer quote contract information

EDUCATION and TRAINING
New Horizons Computer Learning Center Waltham MA 2005
Course Certificates for Cyber Defender Course in A+ Hardware & Software, Network +, Windows XP Pro, Microsoft Server 2003 and Cisco CCNA

CompUSA Training Centers Danvers, MA 2005
Certificates for Intermediate and Advanced Excel

Training
Introduction to Cisco Routing & TCP/IP. Lotus Notes,OC-3/Sonet Training, MS Office Suite; including Extensive use of Microsoft Excel & Access. SAP, Siebel ,SQL Server, Cognos Reporting, Vantive, Microsoft XP, 98, 2000, 2003, Oracle Financial, and Customer Service Training.

Newbury College Brookline MA
Associates Degree