SHEILA KRACKER 61 Morse Street * Foxboro, MA 02035 * sk10e2776@westpost.

net * (703) 309-8 999 Efficient, organized and customer-oriented professional with 12 years in Telepho ny & Telecommunications, now poised to deliver value in an IT analyst or project management role TEAM BUILDING & LEADERSHIP * SUPERIOR CUSTOMER SERVICE * TROUBLESHOOTING NETWORK ENGINEERING * IT PROFICIENCY * COMMUNICATIONS * ADMINISTRATI VE EXPERTISE SUMMARY OF QUALIFICATIONS * Contribute to company value with a 12-year background in telecommunications pr ocesses, office management/administration, bookkeeping and billing, delivering c ost saving initiatives while focusing on customer service excellence. * Holding ITIL v3 Certification and currently obtaining a BS in Information Tech nology (scheduled graduation date 2012) with 58.5 hours completed to date. * Build team consensus as a morale-booster with the ability to lead both onsite and remote teams in telephony/telecommunications services delivery projects. * Proponent of service quality by example; exceptional skill in exceeding target s and expectations. * Experienced lead administrator, highly organized with expert planning and sche duling aptitude; equipped to oversee projects, staff and suppliers to deliver on -time and on-budget. * Fast learner with the ability to quickly embrace new skills and technology; ad apt to new concepts, processes and software systems due to broad-based backgroun d in accounting applications and telecommunications portals. * Lateral thinker and confident decision-maker while troubleshooting; able to mi tigate problems through forethought and resolve issues to a diplomatic and benef icial outcome for all parties. * Skilled in collaborating with senior management to develop cost-effective and time-saving strategies. * Proficient at coordinating work efforts of technical support staff to ensure i ntegration and completion of work against expectations. * Computer proficient in: Microsoft Windows XP/Vista and 2007; Microsoft Office: Word, Excel, Access, PowerPoint; ProComm, SAP, Vantive and Oracle accounting sy stems. EDUCATION & TRAINING STRAYER UNIVERSITY Washington, DC BACHELOR OF SCIENCE IN INFORMATION TECHNOLOGY Scheduled 2012 ITIL v3 CERTIFICATION, VERIZON BUSINESS SYSTEMS 2010 PROFESSIONAL EXPERIENCE VERIZON BUSINESS - Boston, MA 1998-Present Leading provider of global IT, security and communication solutions with the wor ld's most connected IP network. ADMINISTRATOR, NETWORK ENGINEERING 2000-Present Stellar 12-year employment record with company through promotion to a role of in creased responsibility and leadership due to previous success in goal achievemen t and in-depth knowledge of the telco environment; report directly to Manager fo r Voice Communications. * Appointed to take responsibility for telecommunications billing functions both for internal and outsourced groups, ensuring accurate and up-to-date finances. * Serve as key intermediary for the Telecommunications Outsourcing Group while managing outsourced wireless accounts for pagers, cell phones and BlackBerrys. * Expanded role to include management of services including ordering and install ing wireless and voice services (POTS, T1.5, DS3, DSL as well as switched and de dicated toll-free services). * Called upon to resolve any issues with ring-downs and network as well as train

staff on backup wireless support functions. * Frequently requested to assist in analyzing new database requirements, identif ying and troubleshooting circuit issues within the inventory database to comply with all policies and procedures. Notable Achievements: * Noted for reclaiming $3M in company profit by detecting and resolving billing issues with telecommunications supplier. * Played pivotal role in managing a major ring-downs network project involving t he migration from AT&T to Sprint with due consideration of cost and delivery fac tors. * Directed onsite and remote teams of engineers and technicians across 4 locatio ns to launch and test telecommunications services at Reuters and Thomson-Reuters offices in the US and Canada. * Centralized order taking process and benchmarked billing/account template for local and long distance vendors on various telco services; simplified escalation process for SharePoint trouble tickets and tracking system for circuit issues. * Reviewed weekly invoices and generated report to identify money-saving opportu nities and reduce the number of billing invoices produced. * Advised outsourced groups on auditing matters, providing practical customer so lutions to reduce telecommunication costs. TELECOMMUNICATIONS ACCOUNTS PAYABLE CLERK 1998-2000 * Hired to provide daily administrative and financial support for telecommunicat ions; processed and monitored all invoices, payments and expenditures. Notable Achievements: * Point person for vendor management, consistently actioning supplier billing ma tters to win-win resolution. * Credited with cutting costs on various areas of telecom services by tracking v ariances and trend reports; collaborated with customers to identify viable cost savings for tailored telecommunications services. ADDITIONAL EXPERIENCE * Office Manager, SCOTT CONSTRUCTION EQUIPMENT-Fort Smith, AR (1990-1996) o Supported management with financial and administrative tasks while overseeing all facets of office operations. o Tasked with bookkeeping, general ledger management, verifying and logging cash receipts, reconciling A/P and A/R as well as generating financial reports. o Managed a 2-member team; took training responsibility for service support role and accounting (AP) function. o Installed new support process for sales force that enabled delivery of timely contract processing times. o Increased cost efficiency by reviewing and ensuring billing accuracy.