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Career Story: Telecom Expense Management Consultant

Telecom Expense Management Consultant

Job Title: TEM Consultant

Type of Company: My company helps other companies save time and money related to managing their telecom expense management bills. We manage assets and costs related to PBX (company phone systems) and invoices.

Education: BS Physics, Union College •• Master's in Scientific and Technical Writing, Northeastern, (did briefly attend Kansai Gaidai in Osaka as well)

Previous Experience: I have been a technical writer in the software industry for 18 plus years. I ended up becoming a consultant at a company where I came in as the writer.

Job Tasks: I meet with customers before they install our product to assess how they accomplish telecom expense management tasks today. This includes paying bills, applying credits, tracking inventory, requesting and tracking moves, adds, changes and deletes (often called MACD, pronounced Mack Dee), as well as reporting on call activity. I then return to my office and create a diagram (using a software tool called Visio) that shows how they will accomplish the same tasks with our product. This helps them think about the best ways to do things, prepare for the change and train before the change comes. We meet a few times to finalize the "maps" and then I deliver them with a lot of explanatory text and examples.

Another part of my job involves building and supporting template and macros to help our bill auditor easily take a customer's phone bills and look for errors. We receive a portion of the savings, so anything I can do to ease the pain and time (ultimately cost) of the audit increases our speed and margin.

I also build and support our sales demo and their scripts. This involves working with VM ware. VM ware involves setting up access to "virtual servers" from a URL. One of the most important things to do with the demo is to build out believable data. I always document any procedures and processes to ensure that any difficult steps can be followed again and again.

Best and Worst Parts of the Job: I enjoy the challenge of working with new technology as well as the parts that help internal or external customers streamline their jobs. I'm happy when I'm learning or teaching.

I do not enjoy working with people who are resistant to change or unpleasant and unhelpful. When a process is highly manual and there is no expectation that we will update it, I am not happy.

Job Tips:
1. If you are going into the telecom world, join related groups on social networking sites such as LinkedIN, read starter books and be open to learning.

2. Do not be afraid to expose yourself to tools and technology even though you are a consultant. The more you can understand, the better off you are.

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