Customer Service Technician

DEBORAH L. PAPPAS

** ***** ****** • Leominster, Massachusetts 01453

978-***-**** • *******@***.***

SUMMARY OF QUALIFICATIONS

Highly skilled telecommunications professional with over 20 years of communications testing

experience. Extensive troubleshooting experience and versed in a wide range of communications

hardware. Talented systems administrator with intricate knowledge of telecommunications design

and configuration. Versed in T1, data circuit, and ISDN line testing focused on problem resolution

and customer satisfaction.

Telecommunications Administrator • Hardware Configuration Professional • Testing Technician

Central Office Technician • Troubleshooting Specialist

TECHNICAL KNOWLEDGE AREAS

Operating Systems: Windows 7, Mac OS X Snow Leopard

Protocols: IPX/SPX, TCP/IP, IEEE 802.2/802.3 Ethernet

Software: MS Office/Outlook, Norton Systems Works, Norton Ghost, Win VNC, VPN, McAfee

v7.0/7.1/8.0, MS System Management Server, Citrix Desktop MetaFrame & Management Console,

MetaFrame Presentation Server, Net Op Remote Control, Go to Assist

Hardware: Install & configure local/network printers, modems, network interface cards, and drives

Ancillary Areas: Network Optimization, Diagnostic Tools, Memory Management and Active Directory

PROFESSIONAL EXPERIENCE

FLEXTRONICS, Marlboro, Massachusetts • Summer 2010

Worked in Verizon Wireless Retail Store

Performed troubleshooting, repairing, updating software, and testing. Handled telephone and

accessory sales, instructed customers on use of equipment, as well as features. Provided the

highest level of customer service and addressed questions and concerns

VERIZON, Framingham, Massachusetts • 1998-2001

Large telecommunications provider offering T1, T3, and fiber optic cable capabilities to both

business customers and individual clients.

Central Office Technician: Tested, maintained, and implemented repairs on T1 lines, data circuits,

and ISDN lines. Provided troubleshooting for major business and account lines, ascertaining

problem areas by utilizing various techniques. Provided Technical Support to business as well as

residential customers. Assisted outside technicians, vendors, and internal departments to identify

and repair problems with telecommunications systems. Escalation only after

all other resources of testing have been used. Dispatching outside technicians.

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DEBORAH L. PAPPAS

35 Green Street • Leominster, Massachusetts 01453

978-***-**** • *******@***.***

BELL ATLANTIC, Marlboro, Massachusetts • 1995-1998

Large telecommunications provider servicing both business and individual customers worldwide.

Translation Administrator: Installed and serviced Centrex systems in large business applications.

Provided troubleshooting and customer support for all installed systems and loaded software needed

to provide fully functioning communications for each company. Repaired or replaced all defective or

malfunctioning equipment and worked with clients to achieve superior system configuration quality.

Working in a Call Center servicing the needs of the customer.

NYNEX, Marlboro, Massachusetts • 1984-1995

Telecommunications provider servicing business clients and private customers.

Maintenance Administrator: Worked in a call center, Tested residential, business, and municipal

communications equipment to assure proper function from trouble reports received directly from

customers. Analyzed testing results and suggested repair technique. Dispatched outside Technicians

from testing performed on customer equipment, business and residential lines, circuits, alarms, etc.

Checking software for proper translations of line. Developed rapport with customers to gain details

on the results of the repairs and provide further troubleshooting advice.

EDUCATION

In Progress: Associate of Arts – Applied Information Technology

Pace University Online, New York, New York

Master of Science –

Anna Maria College, Paxton, Massachusetts

Bachelor of Science – Criminal Justice

Anna Maria College, Paxton, Massachusetts

Alpha Phi Sigma-Phi Delta

Associate of Arts – Paralegal

Fisher College, Boston, Massachusetts

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