Customer Service Representative

Richard Olmedo

*** ********* *****

Newbury Park, California 91320

Cell: 805-***-****

Email: *******.*******@*****.***

Associate Manufacturing

Amgen.com

Over 20 years Telecommunications experience dedicated to achieving

profitability and delivering outstanding customer service. Extensive

background includes installation, maintenance, retrofitting and

troubleshooting of Nortel Meridian and NEC PBX, call center, call pilot,

and Cisco VoIP. Energetic professional with exceptional analytical,

organizational and people skills. Strong personal ethics and integrity.

Bilingual (fluent English-Spanish). Skilled in serving customers from

diverse ethnic and socioeconomic backgrounds. Convey a professional image

of honesty, compassion and concern for my customers' needs. Good conflict-

resolution skills. Work well under pressure and deadlines. Highly organized

team-builder with strong leadership experience. Willing to work weekends,

all shifts and overtime. Excellent communicator seeking a challenging

Associate Manufacturing with Amgen.com, utilizing current skills and

abilities.

Experience

Customer Support Specialist 3/2008 - 6/2010

Login Consulting Services, El Segundo, CA

( Resident on site technician responsible for managing and

overseeing multiple projects.

( Assisted end-user service requests and provided solutions to

complex issues.

( Coordinated day to day operations and maintenance of all Nortel

voice network, call pilot, and Cisco products.

( Trained and managed 7 staff.

( Maintain low staff turnover through effective motivational

management.

( Managed and directed relocation of large Meridian 1000CS and

data networking systems for a major pharmaceutical corporation.

This involved phases and included coordinating the movement of

computer hardware, installation, testing and verification of data

cabling, and more effectively supporting 4000 units.

( Reduced replacement costs 20% through software upgrades.

( Provide technical support and resources.

( Provide leadership for evaluating, adopting, and implementing

new Cisco VOIP products.

( Reduced cost 20% through efficiency planning of voice network

systems

( Skilled in resolving customer service issues and finding "Win

Win" solutions.

( Excellent performance evaluations.

Customer Service Representative 5/2006 - 3/2008

Shared Technologies, Santa Fe Springs, CA

( Resident technician responsible for maintaining voice network

and end user issues.

( Coordinated daily activities with global help desk for problem

solving and solutions.

( Reduced hardware costs 15% through software upgrades.

( Installed and maintained Nortel Meridian Systems, Cost Center

Applications, PRI Networks, Cisco Routers and Call Pilot Messaging

Network.

( Conducted testing and developed disaster recovery plans to

minimize faults.

( Worked closely with help desk to resolve trouble tickets and

resolve end user issues

( Performed upgrades to operating systems and hardware.

Customer Service Representative 5/2003 - 5/2006

Nextiraone, Santa Ana, CA

( Resident technician responsible for maintaining and resolving

daily help desk service requests.

( Ensured system operations and current software compatibility.

( Reduced system upgrades 20%.

( Installed and maintained Nortel Meridian Voice Networks.

( Conducted tests to ensure proper product performance.

( Interpreted and used worksheets, service orders, circuit

diagrams and other documentation to ensure proper operation and

installation of products.

( Worked closely with customers to resolve problems and provide

product information.

( Provided on site support and product management for major

accounts.

( Performed software and hardware upgrades

( Installed and maintained DS3 PRI circuits.

Customer Service Engineer 6/2002 - 5/2003

Blackbox communications, Culver City, CA

( Responsible for major account service requests, installation and

maintenance of large Nortel systems.

( Award: "Group Service Recognition".

Education

Certifications:

Nortel - Meridian 1000CS Installation, Maintenance, Call Pilot, and

Database.

NEC - 2400 ICS Installation, Maintenance, Voice Mail, and Database.

Cisco - VOIP

Computer skills include Microsoft Office Suite (Outlook, Word, Excel).

Contact this candidate