Melissa Wilkerson
Triangle
Summary
I have recently retired after a 40 year career with the Federal Government. As I enter this next chapter in life, I am seeking a part-time position that will utilize my extensive experience providing quality customer service. I am organized and detail-oriented with 40 years of experience managing daily office operations in challenging environments. I am a strong strategic thinker with focus on operational efficiency and client satisfaction.
Overview
40
40
years of professional experience
1
1
Certification
Work History
Telecommunications Specialist II
US Department of the Interior
02.2021 - 07.2025
- Managed the installation of new phone lines, ensuring proper connectivity and functionality
- Conducted the on-boarding process for new contracted employees including background checks and issued credentials and equipment as needed. Completed off-boarding upon exit.
- Assisted in the planning and execution of disaster recovery strategies for telecommunications infrastructure
- Evaluated new technologies in the field of telecommunications to recommend improvements or cost-saving solutions
- Analyzed call data records (CDRs) to identify trends or patterns that could improve operational efficiency
- Served as a subject matter expert on industry best practices related to telecommunications technology
- Migrated legacy telephone systems onto modern IP-based platforms resulting in improved functionality and cost savings
- Developed and implemented telecom policies, procedures, and standards to ensure compliance with regulatory requirements
- Managed vendor relationships, including contract negotiation, service level agreements (SLAs), and ongoing performance monitoring
- Conducted regular audits of telecom invoices to identify billing errors or discrepancies
- Served as a point of contact for vendors regarding technical support escalations or service disruptions
Telecommunications Specialist
US Department of the Interior
06.1999 - 02.2021
- Responded to and resolved service tickets for service and repair. Performed adds, moves, and changes related to telecommunications services and equipment.
- Issued, managed and maintained database for audio conferences and WebEx accounts.
- Conducted end-user training classes in the operation of Telecommunications services and equipment.
- Research and locate available services in each region and provide technical guidance and assistance to the field offices. Generates service orders with GSA and regional telecommunications providers nationwide. Ensures that work is completed in a timely manner and meets customer satisfaction.
- Developed Standard Operating Procedures and “How-To” instructions for obtaining and operating individual “myMeetings” audio conferencing and WebEx accounts. These documents are published in the OCIO employee onboarding resources.
- Serve as liaison for maintenance responsibility with the appropriate vendor contractor, local and long-haul carriers.
Telecommunications Assistant
US Department of the Interior
06.1988 - 06.1999
- Reviewed and verified billing from service providers. Initiate disputes with vendors as necessary and monitor until resolution.
- Researched and located available services in each region and provide technical guidance and assistance.
- Customized and provided user training for voice mail services and various telephone systems located within the Interior Complex as well as off-site offices and field locations.
- Performed repair of telecommunications systems equipment and programming.
Communications Clerk
US Department of the Treasury
02.1987 - 06.1988
- Received monthly telephone billing from C&P consisting of eight boxes of paper billings and one magnetic tape. Processed billing and provided a Monthly Statement of Charges to Departmental Offices. Maintained records of Purchase Orders and Blanket Purchases agreements, maintaining current balances. Designed and maintained spreadsheets containing financial information.
Clerk Typist
US Department of the Navy
07.1985 - 02.1987
- Assistant to Secretary for Director, Navy Regional Finance Center. Answer Telephones; direct callers to appropriate offices. Sort and Distribute mail. Process timecards, and review timecards processed by other clerk-typists. Prepare Requests for Personnel Action for employees of the Finance Center. Type memos, formal letters, and point papers for the Director and his Deputy.
Education
High school diploma -
Chopticon High School
Morganza, MD05.1985
Skills
- Proficient in Teams, SharePoint, and Microsoft Office software
- Administrative experience
- Communication skills, 40 years
- Customer service, 40 years
- Help Desk
- Office experience
- Organizational skills, 40 years
- Time management, 40 years
Certification
- Driver's License
- Contracting Officer Technical Representative
Timeline
Telecommunications Specialist II
US Department of the Interior
02.2021 - 07.2025
Telecommunications Specialist
US Department of the Interior
06.1999 - 02.2021
Telecommunications Assistant
US Department of the Interior
06.1988 - 06.1999
Communications Clerk
US Department of the Treasury
02.1987 - 06.1988
Clerk Typist
US Department of the Navy
07.1985 - 02.1987
High school diploma -
Chopticon High School
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