Personal Information:

Deborah Fitzgerald
1044 102nd Street
Oakland, CA 94605
(510) 638-5852 home (510) 355-5332 cell
dfee2ed0@westpost.net
Summary
Accomplished professional with an extensive background in: Telecommunications, C
all centers, Credit and Collections, Payroll, Accounts Receivable/Payable, Atten
dance Management, Central office maintenance, and Computer Network Support. Abil
ity to liaison between Local Unions, and handle any issues that may arise. Prove
n ability to lead, and direct in a diverse organizations.
Employment History:
SBC Internet Services, San Ramon, CA USA
Project Manager
12/27/2007-03/06/2009
Responsible for the implementation of small to medium scale Premier Service IPVP
N (IPSec), MNRAS (Remote IP Access), HIPCS (VOIP) and NVPN (MPLS) solutions (Dom
estic and International).
Handled escalations related to project provisioning, maintenance and for provide
s regular status updates to all affected parties - ultimately increasing custome
r satisfaction and driving quicker cycle time for getting customers on the netwo
rk
Performed tracking for monthly billing and reconciliation for IMAC Corporate Cus
tomers. Researched billing claims and disputes for IMAC Corporate Customers.
Updated funnel reports for Pre-Sales Project Management.
Internal Revenue Service, Oakland, Ca USA
Contact Representative
11/13/2006 - 08/17/2007
Comprehensive knowledge of and skill in applying the methods, precedents and gui
delines related to individual, business and payroll tax law. Using various Inte
rnal Revenue Service collection techniques and enforcement actions, regulations,
practices, tax forms, notices, bills and other documents to fully advise and co
unsel the tax payer of options available for meeting their tax obligations.
Cal Berkeley, Berkeley, CA USA
Cashier Assistant II
03/01/2006 - 11/10/2006
Independently address and resolve a high volume of complex and varied billing an
d payment inquiries and payroll deductions. Counsel customers on options and con
sequences of delinquent accounts, registration blocks and citation disputes. Adv
ise students and employees regarding parking permits and other forms of transpor
tation. Authorize and perform exceptional actions as appropriate. Liaison betwee
n customer and citation services department to satisfactorily resolve problem ac
counts.
Ensure proper securing and posting of all payments (checks, credit cards and pay
roll processing) made to the parking and transportation through Power Park Billi
ng System. Independently identify research and resolve exceptional payment situa
tions, including returned checks, credit card refunds.
ASI, Dublin, CA USA
Coach Manager Provisioning West
07/01/2004 - 08/15/05
Supervised 11 direct reports and 60 indirect, while working in a high-pressure,
high volume telephone usage environment with ever changing priorities. Responsib
le for processing daily reports concerning new and disconnect orders for four re
gions supplying ASI DSL services to residents and business customers. Managed fo
rce workload, attendance, payroll processing including workers compensation, FML
A, ADA and PDL and administrative duties. Managed disciplinary actions up to and
including dismissal, working with Human Resources and the Union. Responsible fo
r coaching, training and development and monthly, quarterly and yearly performan
ce appraisals of the Service Representatives. Ensured the mandatory coverage's r
equired were done by each employee. Managed special projects and escalations as
the need arose. Reduced the error rate of the Service Representatives by 10 per
cent and the daily workload carry-over from 400 orders a day to zero through tra
ining and coaching.
Pacific Bell, San Francisco, CA, USA
Network Operations Maintenance Manager
10/01/2000 - 06/30/2004
Direct responsibility for managing three Central Offices Frames and supervision
of 20 Facilities Technicians. Managed the coaching and development while working
a high-pressure, high volume telephone usage environment with ever changing pri
orities. Responsible for the training and feedback during on the spot check qual
ity reviews. Managed force workload, attendance, payroll processing including wo
rkers compensation, FMLA and PDL and administrative duties. Managed disciplinary
actions up to and including dismissal. Additional responsibilities include ensu
ring adequate staffing is in place and producing daily metric reports, and the r
esponsibility of Building Warden and Safety Coordinator for the three offices. R
educed the error percentage rate by 10 percent, while taking various classes to
improve my ability to manage Frames, Transport and Switch. Worked with Engineeri
ng, LOOP Assignment and various other departments, to ensure customer's services
were installed and working properly using TIRKS, ASR, and TRACE. Managed specia
l projects and weekend coverage when assigned. Managed the installation and test
ing of new equipment OC192, DACS, splitter bays, and other switching and transpo
rt equipment. Responsible for the purchasing of the office supplies and work to
ols for the offices. Conducted Contract meetings with Vendors, concerning any wo
rk to be done. Inspected work during and after it was completed, signed off Con
tract when work was completed to code.
Pacific Bell, Oakland, CA USA
Work Management Center Manager
05/01/2000 - 09/30/2000
Manage a team of 10 Maintenance Administrators. Managed the mandatory coverage,
administrative duties, force workload, attendance and payroll processing includi
ng workers compensation, FMLA and PDL. Handled escalations from the 85 Central o
ffices in the Bay Area, NOC, PCO and MCO in a high-pressure, high volume telepho
ne usage environment with ever changing priorities. In charge of the written mon
thly performance evaluations and yearly appraisals for my team. Maintain the dai
ly status of the workload and AT&T maintenance report for the 85 Central offices
in the Bay Area. Implement the necessary processes and procedures for the Maint
enance Administrators to handle the daily workload. Guide and coach the Maintena
nce Administrators through necessary training to assist them in learning and fol
lowing company guidelines and/or rules. Work closely with the Union and Human Re
sources to resolve any personnel or disciplinary issues. Represent the Bay Work
Management Center as the Safety Coordinator responsible for conveying safety inf
ormation such as Emergency Preparedness, clerical safety practices and also desi
gnated Floor Warden for the center. Reporting and following up on safety issues
reported to appropriate departments for resolution.
Pacific Bell, Oakland, CA USA
Maintenance Administrator
11/01/1999 - 04/30/2000
Handled daily trouble tickets destined for 85 central offices in the Bay LFO-IN
district working in high-pressure, high volume telephone usage environment with
ever changing priorities. Using the ticketing system is called MVF (Media Vantag
e Force), which includes Tech Scheduler assigned the trouble tickets to availabl
e technicians to work. I also access other systems via ExcuStar front end. I pro
cess the daily Wire on Time AMOS report for the Bay Area Central Offices as well
as the Pace report as a special project for my boss. I also represent the WMC a
s their safety coordinator responsible for conveying safety information such as
Emergency Preparedness, clerical safety practices as well as the designated floo
r warden in my location. This includes safety issues for resolution to the appro
priate departments.
Pacific Bell, San Ramon, CA USA
Engineering Administrator
08/01/1999 - 10/301/1999
Handled LSA administrative responsibilities for computer support in the North Ba
y Region working in high-pressure, high volume telephone usage environment with
ever changing priorities and no room for error. Did fact finding and compiling d
ata to update inventory database for all computer and special projects such as M
UX equipment to the center. Setup and maintained the database for 500 employees.
Ordered telephone services and circuits for technical support and new employees
originating within the district. Assisted manager in meetings and district pres
entations.
Pacific Bell, San Ramon, CA USA
Engineering Administrator
10/01/1998 - 07/31/1999
Interpret, analyze, post and maintained outside plant location records using job
work prints and technical data received from engineers. Responsible for the det
ailed drawings of all outside plant engineering work involving Poles, wire, cabl
e, terminals, conduit ect. Responsible for one specific geographical area and in
formation had to be placed on maps with detailed precision according to placemen
t removal or rearrangement of feeder and distribution. Handled special projects
for the department, such FMLA attendance records, overtime balance report, and m
iscellaneous projects for my manager.

Pacific Bell, San Jose, CA USA

Customer Relation Specialist
05/01/1997 - 09/30/1998
Responsible for the facilitation and resolution of collection issues directed to
the Executive offices, CPUC, and upper echelon corporate offices. Working in hi
gh-pressure, high volume telephone usage environment with ever changing prioriti
es. I conducted fact finding and compiling of analyzing and developing issues in
to verbal or written statements of disposition and distributed to requesting off
ices or individuals. Subject matter expert for Collection Centers to reduce the
number of appeals regarding collection issues with room for error.

Pacific Bell, San Francisco, CA USA

Service Representative
06/01/1991 - 04/30/1997
Handled incoming payment arrangements working in high-pressure, high volume tele
phone usage environment with ever changing priorities. Did fact-finding and comp
iling information for processing bill adjustments for payments. My responsibilit
ies included processing telephone service orders using SORD, SSI, Strawriter, BO
SS, PREMIS and Excusatory. Handled transfer or implementation of customer's new
services and also processed changes to existing telephone services with any addi
tions or changes to enhance telephone services and features for customers. Consu
lted and advised customers of products and services that were available to them
and that would be beneficial to their business, personal or professional activit
ies.

Education:
Holy Names College, Oakland, CA USA
Bachelors of Arts, Business Administration and Communication GPA 3.0
Professional Licenses, Accreditations, and Memberships:
Member of Pi Kappa Delta Honor Society
Certificates: Microsoft Application Specialist, Administering Windows NT 4.0, Wi
ring Designed Sp Svc Circuits, Labor Relations Management, Business Objects Basi
c Reporting, Managing Multiple Projects, Digital Principles and Products, DACS I
V, Installation Quality OPS, Managing Work Safe, Performance Improvement Program
, Results Based Interactions, CWA Contract Training, Tirks, Asr, Trace, Ace and
various other systems, Tariff Compliance, Certified Notary Public Signing Agent.