DAWN MCCAMANT

**** ******* ******, ****** *******, FL 33637

Home: 813-***-**** - Cell: 813-***-**** - acch8g@r.postjobfree.com

PROFESSIONAL SUMMARY

Technical Customer Service Specialist with the capacity to quickly learn and synthesize new

networking technologies.

Detail-oriented Technical Customer Service Specialist with extensive experience in

telecommunications, customer service and call center management. The ability to troubleshoot

highly technical issues with ease and patience.

Team player and leader who is flexible, reliable, and adaptable to dynamic environments.

Certifications in ISO 9002 and ITIL v3 and familiar with documenting processes and ensuring

personnel were able to successfully complete audits.

Successfully documented procedures for Disaster Recovery (DRP) for multiple call centers and

achieved very positive results during drills and weather disasters.

Seasoned Technical Customer Service Specialist with more than 30 years in customer service

and technical troubleshooting.

SKILLS

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Customer service expert Skilled in Avaya CMS and RTA

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Proven team leader Skilled in Aspect Ewfm

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Fast learner Skilled in MS Office products

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Skilled multi-tasker Skilled in SharePoint Designer

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Expert in disaster recovery Analytical and critical thinker

PROFESSIONAL EXPERIENCE

02/2009 to 02/2013

Production Support Specialist Implementation – Help Desk Operations Support

Tech Support Verizon Communications – Temple Terrace, FL

Provided documentation on start-up, shut down and first level troubleshooting of

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processes to help desk staff.

Designed strategic plan for component development practices to support future projects.

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Managed creative projects from concept to completion while managing outside vendors.

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Developed work-flow charts and diagrams to ensure production team compliance with

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client deadlines.

Coordinated with systems partners to finalize designs and confirm requirements.

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Diagnosed and troubleshooted Windows processing problems and applied solutions to

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knowledge base to increase company efficiency.

Project lead for DRP activities for all help desk locations. Participated in drills with

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management to ensure complete compliance. Met with management team for follow up

to all drills and documented any needed changes to master DRP documentation.

02/2003 to 02/2009

Technical Support Specialist

Help Desk Operations

Tech Support Verizon Communications - Temple Terrace, FL

• Scheduled offline assignments for technical agents and ensured substitute replacement to

maintain efficiency of all assignments.

• Interfaced with offshore help desk management and liaisons to implement all new

processes and procedures.

• Used Netscape for web publication for all scheduling as well as policies and procedures.

• Participated in certification of ISO 9000 for the organization and also provided ISO 9000

internal auditor duties in offsite company locations.

10/1997 to 02/2003

Lead Technical Support

Help Desk Operations

GTE/Verizon Communications - Temple Terrace, FL

• Monitored call volume for multiple locations (including offshore) for a fast paced

Technical Help Desk; ensured that agents were available to provide outstanding customer

service.

• Provided direction and guidance for help desk support technicians interacting with

internal and external customers.

• Managed customer escalations and provided follow up to ensure resolution of trouble.

• Provided monthly call audits of team of agents and provided coaching as needed.

• Delivered monthly reports to management to ensure agent adherence to monthly

objectives.

• Participated in regular DRP activities and updated web documentation as well as ensuring

that all staff was familiar with procedures and also provided hard copies of plan to all

staff.

03/1994 to 10/1997

Technical Support Agent

Help Desk Operations

GTE/Verizon Communications - Temple Terrace, FL

• Provided Tier 1 and Tier 2 support at a fast paced technical help desk.

• Worked with end users to resolve software and desktop issues.

• Met rigid objectives for AHT and resolution.

EDUCATION

1975

High School Diploma: College Preparatory

Lawrence High School - Fairfield, ME

ACCOMPLISHMENTS

Promoted to Lead Help Desk after 3 years of employment.

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Promoted to Operations Support position after 6 years as a Lead Technician.

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Successfully migrated from Rockwell phone system to Avaya phone system as

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project lead.

• Successfully migrated internal web based knowledge base to Microsoft

SharePoint platform.

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