Customer Service Technician
Resume:
DUANE A. HAWTHORNE
**** **** ******, ***# **** ? Dallas, TX 75202 ? ********@*******.*** ?
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PROFILE SUMMARY
Highly motivated, analytical professional with broad-based experience in
the IT industry. Exceptional understanding of voice and data networking,
programming routers and switches, and computer repair, upgrade, and
maintenance. Proven ability to integrate technical skills, customer support
experience, and related education to exceed business and customer
requirements. Adept at conceptualizing strategic solutions that optimize
customer service and business profitability.
AREAS OF STRENGTH & SKILL
Technical Management ? Electronic Work Bench ? Microsoft Office ? DOS, C,
C++ & Checksum ? Electrical Circuits ? Nortel PBX and BCM units, Avaya and
most PBX Systems ? Electronic Communications (Digital/Data and Analog) ?
LAN (Local Area Network) ? WAN (Wide Area Network) ? Expert at custom Voice
and Data cabling ? Microsoft Windows server 2003 ? Surveillance Cameras
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PROFESSIONAL EXPERIENCE
Tele-Rate, Dallas, TX
Jun 2007 to July 2011
Telecommunications Consultant
Develop and lead strategic business solutions for communications using
voice and data networking technology, plan and manage IT projects, and
create infrastructure and team building to support 3 retail locations
providing computers and internet services.
Enhanced customer satisfaction by providing clients with reliable technical
support, efficient and cost friendly service, and a convenient payment
location.
Exceeded expectations by building solid business partnerships and creating
client trust.
AT&T Communications, Chicago, IL
Nov 1999 to Jun 2007
Customer System Technician
Installed and repaired telephone networks, performed troubleshooting,
testing, and customer training to ensure proper functioning of telephone
networks.
Improved customer service by significantly reducing time on all issues
resolved.
Integrated technical skills, customer support experience, and related
education to exceed customer's expectations on a challenging installation
project.
Methode Electronics, Harwood Heights, IL
Mar 1997 to Nov 1999
Electronic Bench Technician
Repaired connectors and bus power distribution systems and assisted with
interconnect solutions for computers, automobiles, and telecommunications.
Reduced time required for specific functions by eliminating defective
products being returned for re-evaluation.
Designed a testing machine that minimized errors on products entering final
step for processing.
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EDUCATION & CERTIFICATIONS
Bachelor of Science in Technical Management, DeVry University, Chicago, IL
(2005)
Associate of Applied Science, Electronic Technician, DeVry University,
Chicago, IL (1999)
Microsoft Certified Professional (MCP)
Microsoft Certified Systems Administrator 2003 (MCSA 2003)
Microsoft Certified Systems Administrator Security 2003 (MCSA Security
2003)
Microsoft Certified Systems Administrator Messaging 2003 (MCSA Messaging
2003)
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