10 years experience as a Voice and Data Technician
US-IL-Chicago (will consider relocating)
EXPERIENCE: More than 10 years experience as a Voice and Data Technician with over 5 years in supervisory positions within the telecommunications industry. Proven track record in resolving potential concerns promptly while ensuring excellent customer retention.
INTERPERSONAL SKILLS: Communicate with the public, customers, and colleagues in a way that inspires confidence and trust. Project a friendly, enthusiastic manner. Easily establish rapport with nearly anyone in any situation. Equally effective in person and over the phone.
FLEXIBILITY: Quickly adjust to new and perpetually changing conditions and environments. Understand when to follow directions and when to be a leader, when to be traditional and when to be creative. Comfortable and effective: leading, collaborating, and following.
FIRST COMMUNICATIONS -- Chicago, Illinois 2007 to 2012 Voice Technician
Provided Tier 1 and 2 support for Illinois providers of commercial voice/data services. Interacted with diverse customers throughout the state. Resolved issues and tested T1 and T3 connections as well as local, long distance and auxiliary voice services utilizing various networking resources. Partnered with internal departments and third-party carriers to minimize down time. Addressed and solved technical issues; managed and maintained customer and maintenance reports. Performed head to head testing in the isolation of carrier trouble using Turin, 4303, mux2820, DACS, and DTM3.2. Verified and corrected distribution configuration issues including Juniper and premise routers, Adtran 600/900 series, and Netvanta routers. Upgraded routers to new firmware. Consistently recognized by customer base for provided excellent service and support.
LEVEL 3 COMMUNICATIONS -- Arlington Heights, Illinois 2000 to 2007 (formerly: Broadwing Communications)
Voice Technician/Customer Service Representative Provided Tier 1 and 2 support for nation-wide provider of commercial DSL and voice/data services. Interfaced with customer base consisting of various Fortune 500 companies in 24 major markets. Isolated issues and analyzed T1 and T3 connections as well as local, long distance and auxiliary voice services using network tools. Coordinated with internal departments and third-party carriers to minimize down time. Rectified administrative issues; opened and updated customer and maintenance documentation. Focal Inner Circle Award for Outstanding Service: 2004. Regularly recognized by customer contacts for provided excellent service and support.
MESSAGE CENTRAL VOICE MAIL -- Chicago, Illinois 1993 to 2000 Supervisor: Customer Service
Trained and supervised a staff of 10 Customer Service Representatives. Functioned as primary liaison between company and customers. Held final decision responsibilities on all customer service issues. Hired as a Customer Service Representative; promoted to Supervisor: 1995. Consistently earned bonuses for exceeding quarterly goals.
BRANDEIS UNIVERSITY -- Waltham, Massachusetts Master of Fine Arts: Theater
WESTERN CONNECTICUT STATE UNIVERSITY -- Danbury, Connecticut Bachelor of Arts: Communications
Fully proficient using: MS Windows; MS Office: Word, Excel, Access, PowerPoint, etc.; WordPerfect; Lotus 1-2-3; Rbase; Net Analyst T1 Testing tool; Nortel DMS 500 and 250 Switches; DEX Switch