Frank A Troha MBA
Ft Lauderdale, Florida
 [Send email to request phone number] 24.4227

Management / Technical Professional
MBA professional with 10+ year’s background in data gathering, ordering,
provisioning, activation, training and billing of telecom services to residential
customers, major industries and government agencies.  
With a proven reputation as a self – directed professional exhibiting excellent
problem solving, communication, analytical and management skills, this foundation
provided for a subsequent role as Local Services SME supporting a team of
business analysts, software developers and technical writers for a high profile
AT&T automation project, several independent consulting opportunities, and a
Verizon/Fairpoint Communications conversion project. 
	Computer Proficiencies:  Visio, Excel, PowerPoint, Word, Outlook

Key Strengths:
 
	Experienced Business Process Standardization / Methods and Procedures analysis
and drafting 
	Experienced subject matter trainer
	Communicates well – tailors the message to the audience 
	Experienced technical writer
	Active listener 
	Effectively builds inter/intra company partner alignments/relationships
	Attention to detail to avoid rework
	Always open to learning
	Ability to manage multiple projects
	Enables individual and team effectiveness/empowerment
	Motivated, disciplined and dependable
	Sets honest and reasonable customer expectations 
	Plans proactively/Solution - oriented
	Inquisitive problem solver
 

Professional Experience:

Island City Consulting LLC
08/2006 – Current
Owner/Manager
o	Independent consultant servicing local telecom opportunities
o	Contracted with United Information Technologies to assist with a document
conversion project - Standardized 17 new local services provisioning department
Methods and Procedures documents to facilitate order entry for Fairpoint
Communications provisioning specialists

AT&T Local Services 
12/1998 – 08/2006 
Business Process Analysis and Development Accomplishments: 
4 years serving as a member of an AT&T business process analysis team in
conjunction with AT&T Product Development and IBM to establish minimum
requirements for an order entry automation initiative for the AT&T Prime family
of products – the platform known as Global Integrated Order Manager (GIOM) 
o	Drafted sections of GIOM user requirements to facilitate automated order entry
process discussions
o	Participated in platform Operational Readiness Testing (ORT), User
Certification Testing (UCT), User Acceptance Testing (UAT)
o	Achieved successful UAT for Phase 1 New Order placement at six months target
end date
o	Developed minimum quality data set (eMQDS) user guides for Sales Department
end users
o	Assisted with drafting policies facilitating Sarbanes-Oxley (SOX) compliance
requirements
o	Scheduled and hosted web-based training for sales teams on new eMQDS automated
process – approximately 125 participants
o	Facilitated class room training in Denver and Kansas City for order entry
agents on new GIOM platform – approximately 75 – 100 participants
o	Supported  agent helpline in assisting sales teams and provisioners with
completing automated ordering forms, processing approximately 1200 calls within
each six month period
o	Conducted discussions to complete development of a Service Level Agreement
(SLA) between the provisioning and maintenance departments to achieve the setting
of indices for staffing, areas of ownership,  commitments, and follow-up and
closing of trouble reports 
o	Conducted root cause analysis (RCA) to determine causes of, and then solutions
for, missed commitments
o	GIOM business analysis initiatives improved new order cycle times by
o	Reducing # of rejects (attained 23% improvement)
o	Reducing # of cancelled orders (attained 33% improvement)
o	Reducing # of change orders (attained 12% improvement)
Customer Service/DS0/DS1/DSL Transport Request Activations Accomplishments:
2 years supporting teams of customer service implementation specialists
accountable for New (or MACD) data gathering, order entry, RBOC/Carrier transport
activations, installation and/or translations, test and turn up, first bill
review and ownership of post installation overall customer satisfaction 
o	Led a team of agents processing generic customer service questions and
concerns including (but not limited to) billing, new services, and credit/debit
adjustments – completing over 1000 inquiries per six month period
o	Conducted root cause analysis (RCA) to determine causes of, and then solutions
for, missed commitments
o	Drafted procedures (flowchart and screen shot presentations) documenting order
entry processes for the office library anticipating a 5% or better efficiency
improvement
o	Trained new employees on ordering functionality and business processes to work
smarter not harder
o	Interprets technical data contained in DLRs, engineering drawings,
specifications, and work order descriptions

Bellsouth Telecommunications
07/1987 – 12/1998
Services and Systems Consultation Accomplishments:
Responsible for overall company performance drivers engaged during and after
network services implementations, ensuring customer satisfaction and retention
o	Consulted with customers on products and/or CPE to determine the appropriate
application
o	Negotiated the installation of services and/or products (Centrex, POTS, PRI,
BRI, DS1, DS3), managed the test and turn up process, worked with vendors and
technicians to exceed customer’s expectations
o	Interprets technical data contained in DLRs, engineering drawings,
specifications, and work order descriptions
o	Achieved 95% or better ‘on-time’ performance metric, delivering customer
services
o	Responsible for creating programming documents for customer PBX and/or CPE
o	Responsible for creating programming documents for customer Centrex
applications
o	Continuously statused customers on project progress
o	Facilitated customer premises onsite training of Bellsouth products
o	Corrected post installation issues with the customer and/or the vendor 
o	Conducted compliance reviews and achieved 100% billing accuracy before
customer invoicing 
o	Maintained ownership of account lifecycle MACD and billing requests and
inquiries

Education and Training:
Master of Business Administration     	 	
Florida Atlantic University			2003
	Crisis and Emergency Management
Bachelor of Science                     		 	
Nova Southeastern University			1996
	Professional Management

Military Service:
United States Air Force – Honorable Discharge

Community Services:
A founding member of a local HIV+ client support, public education and
fundraising organization (Health Crisis Network/Care Resource).  My primary
responsibilities were of a logistical nature, supporting guest comfort stations,
refreshment kiosks and post-event maintenance for the White Party at Vizcaya - a
major fundraising event of each year.