Customer Service Engineer

JAMES G. DILLAHUNT II

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

Stone Mountain, Ga 30088

Home Phone: 678-***-****

Cellular Phone: 678-***-****

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

Stone Mountain, GA 30058

OBJECTIVE

A technical position utilizing skills in troubleshooting, customer service

and analysis to contribute to organizational success and build customer

loyalty.

QUALIFICATIONS SUMMARY

Six years of technical support experience with strong problem solving

skills that contributed to operational efficiencies, which met or exceeded

corporate goals. Recognized record of achievement with demonstrated

strengths in the following:

Team Player Organization

Good Listener and Communicator Determination

PROFESSIONAL EXPERIENCE

BELLSOUTH TELECOMMUNICATIONS Atlanta, GA

Facilities Specialist Engineer

Responded to customer calls regarding complex software, hardware, and

communications and associated problems. Provided special problem solving

customer service support. Investigated reported errors, examined and

maintained customer data files, and repaired damaged files. Tested new

product releases and enhancements for development staff. Supported DOS,

Windows, Windows NT and several communications software. Provided software

training on-site at customer locations. Interfaced with manager on

sensitive technical issues for customer follow-up.

Maintenance Administrator

Responsible for cost reduction initiatives due to effective trouble

resolution including frame interaction, customer contact, mechanized tests

results, and Basic Output Report (BOR) analysis; escalates trouble

condition when necessary. Interfaces with outside technicians and performs

maintenance and service order pair changes in appropriate mechanized

systems as required. Works with Central Office Frame by telephone or

computer to make cable and pair transfers, Line Equipment Number (LEN)

changes, or place Multi-Line-Transistors connection to make Main

Distributing Frame (MDF) in or out tests. Interprets and inputs customer

reports and complaints via appropriate mechanized system(s).Work in FACS,

LMOS, BOCRIS, MOBI, SOCS, BERT, RUMBA, WAFA Doe, IDS and GUI.

Facility Technician

Reviews and interprets work orders, circuit diagrams and follows standard

practices. Reviews and analyzes complex schematic drawings to determine

work to be done and sequence of tasks. Performs work both inside and

outside in connection with providing telephone service between the central

office and customer's premises. Works with hot metal, tools, digital loop

carrier equipment, fiber optic cables, air pressure monitoring systems and

associated equipment, color coded and tone identified wires in the

connection of wires and cables to other telephone equipment and in

connecting cable pairs together.

Communication Technician Comcast Atlanta, GA

Troubleshoot and repair problems associated with RF, AC, DC, and portion of

the forward and reverse plant, such as transmission levels, signal losses,

off-air interference, including troubleshooting of optical power. Perform

routine balancing, aligning, and adjustment of components and equipment

used to amplify and process signals.

Test main trunk lines using signal level meters, volt-OHM meters, spectrum

analyzers and other related test equipment on a regular basis, compare

findings in the field with documentation. Test power supply on a regular

basis and perform field engineering walkout as required. Monitor and record

system leakage and repair drop leakage; comply with requirements outlined

in applicable regulations (such as: OSHA/FCC/NEC).

Complete and maintain accurate records including work orders, daily logs

and other necessary paperwork.

Software skills included:

Microsoft Word Microsoft Access Microsoft Excel Windows NT SQL Unix LAN/WAN

RF Testing JDSU Certified Windows Vista, XP, Mac Dot Certified CDL class A

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