1. Michael D. Moman
Pickerington, OH | m.moman@sbcglobal.net | 614.327.9645
SUMMARY
Talented Network Specialist/Analyst with strong expertise in delivering excellent customer
service, thinking critically to resolve complex issues, and maintains a diverse analytical
background. Consistently successful in working with teams and improving team performance
with effective training and coaching. Excel at projects with a high level of quality providing
clearly defined solutions. Core qualifications include data centers, installation, maintenance, and
telephony circuits. Proven project manager of diverse cross-functional project teams.
CORE COMPETENCIES
• Customer Experience • Team Management • Customer Satisfaction
• Complex Troubleshooting • Customer Retention • Project Management
• Technical Documentation • Team Collaboration • Data Centers
• Cost Saving Measures • Telecommunications • Training & Coaching
PROFESSIONAL EXPERIENCE
AT&T 2003-2017
Field Services Load Balance Manager (2010 – 2017)
Devised multiple ways to expand best practices and research knowledge throughout organization
to improve company field processes. Consistently kept field partners—internal and external—
abreast of current status using multiple programs.
• Remained within project scope, completed challenging work, and solved issues by using
standard approach and analyses.
• Routinely improved organizational plans and goals by providing new practices and methods.
• Maintained positive company objectives by providing strong leadership via program delivery.
• Vastly improved projects to maintain high-level of quality by collaborating consistently with
internal and external employees.
• Boosted program impact through consistent collaborating with Area Managers and field
members to create organizational business opportunities, as well as locate opportunities.
• Assisted with cost-saving measures execution and development, while offering strong
contributions and suggestions that improved organization’s annual goal.
Customer Service Specialist (2003 – 2010)
Helped with reducing pricey penalties for Integrated Network Operations Center. Handled Local
Exchange Carrier (LEC) management via AT&T Network Department coordination and with
additional LEC testers and technicians from other major telecommunication networks.
Consistently provided installation repairs and escalations to complete projects.
• Kept SOMACS customers updated by utilizing multiple software including MS Office Suite,
Casper & HDWS website; served as primary contact for SOMACS customers on contract.

2. Michael D. Moman
m.moman@sbcglobal.net | 614.327.9645 | Page 2 of 2
• Covered special projects, as well as training and coaching for INOC agents, and spearheaded
INOC office hotline call numbers during holidays, office closures, and outages.
• Ensured consistent confirmation emails sent to customers—internally and externally—by
compiling and finishing provisioning records in Remedy.
QUEST COMMUNICATIONS 2000-2003
Customer Care Manager
Ensured provisioning transaction—DSO, DS1, DSL, ATM, Frame, OC3, OC12, Cross Connect and
Private Line usage—completed. Assured service activation—CARE, AAC, CIS, TATR—and
uploaded applications by utilizing all necessary applications.
• Dedicated to helping customers by providing superb customer experience.
• Offered regular reports concerning duties in assigned areas using predefined guidelines.
• Provided quick customer resolutions by processing new and change orders for customers.
• Gained multiple promotions boosting career success via deep telephony experience.
• Enhanced personal and technical telecommunications knowledge growth.
EDUCATION
Bachelor of Arts
Central State University, Wilberforce, OH
Six Sigma Green Belt
Certified AT&T Trainer
ASSOCIATIONS & ADDITIONAL EXPERTISE
Community Network Member – Employee Resource Group (ERG)
Emergency Safety Notification Liaison
AT&T Diversity Liaison – National Force Load & INOC Organizations
Technology Transformations Track
AT&T Network Transformation Track
Agile PG/PM Skills: Technical Project | Program Management | Development Project
Management | Basic Technical Domain Knowledge | Agile Development & Deployment Project
Management
Additional Databases/Applications Skillset: SMS | Oasis | Orion | SMS | Core | Latis | OOE