Frank Troha

Developer/Consultant contracted with United Information Technologies to standardize documentation of 17 new local services provisioning department Methods and Procedures to support order entry for Fairpoint Communications provisioning specialists. Contracted with VE Alvarez & Partners LLC, Consulting Engineers and mapped 25 miles of outside plant facilities located within the MetroPCS service area to determine placement of additional wireless nodes.

Telecommunication Services Billing Manager supporting the tasks of constructing customer billing accounts, creating rate tables (over 200) and product IDs, compiling call records (CDRs), initiating the monthly bill run, performing sample audits to ensure accuracy, and printing and mailing monthly invoices for approximately 8000 customer accounts. Also periodically engaged in customer facing communications analyzing and explaining charges, issuing credits/debits as necessary and partnering with Collections

Service Delivery Manager leading a team of 20 implementation specialists (all working remotely in a ‘virtual office’ environment) responsible for data gathering, order entry, DS0/DS1/DS3 transport installation and activation, test and turn up, and first bill review thereby ensuring customer satisfaction and retention by meeting or exceeding overall company performance drivers. Assisted with escalations and expedites as needed. Wrote and conducted 6 month reviews and 12 month appraisals for each specialist

Responsible for overall company performance drivers engaged during and after network services implementations, ensuring customer satisfaction and retention