Customer Service Project Manager

Victor Galen Turner, Jr.

*** * *********** ****., *** 2033

Grand Prairie, TX 75052

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

Cell: 214-***-****

Summary

Highly trained professional in SAP SD, and an exceptional subject matter expert in

operations & project management with over 7 years of experience in the

telecommunications industry. Lateral thinker, a self-starter, and experienced in applying

technical solutions to real world problems. Results oriented contributor specializing in

promoting interdepartmental collaboration to achieve business objectives.

Education

Dallas Baptist University (08/2006 - 12/2008)

Dallas, TX Degree: MBA - Major: Project Management GPA: 3.50

Jackson State University (08/1998 - 05/2002)

Jackson, MS Degree: BS - Major: Industrial Technology GPA: 3.47

TRAINING

• SAP Sale & Distribution Essentials

• SAP Testing, SAP Billing, SAP Condition technique, SAP Sales Order types, SAP

Output determination, Delivery, Shipping, Shipping Cost, and Organizational Structure

• Business Processing in Planning

• Basics of Pricing Reporting and Configuration

Work Experience

Verizon (10/2007 – 02/2010) - PROJECT ANALYST

Irving, TX

• Led a diverse cross-functional team that consistently ranks as the # 1 district in the

nation to have the highest dispatch completion (FiOS Data & TV) rate.

• Provided Tier II support to field technicians, customer service representatives and

customers in a call center environment to resolve escalated issues related to the network

and made follow up calls to ensure customer satisfaction.

• Facilitated proof of concept and full validation testing of new VOIP products in central

office environments.

•Interfaced at the appropriate technical level to assist with the definition, design, test, and

support of VOIP based services offered over the Verizon FiOS networks.

• Resolved executive customer escalation issues and transformed detractors into

promoters.

• Trained new hire analysts and mentored all team members.

• Analyzed, designed, and implemented new processes and procedures which have been

used as a company-wide model.

• Generated several Excel spreadsheet based reports utilized for tracking the daily

progress and effectiveness of several key projects.

Victor Galen Turner Jr.

Verizon (11/2005 - 08/2010) - FIBER NETWORK FIELD TECHNICIAN

Carrollton, TX

• Directed and managed completion of fiber installation projects for several high profile

multi-dwelling unit (MDU) properties.

• Diagnosed, troubleshot, and resolved Client Network and/or Workstation issues (LAN,

WAN, CAT5 and 6 cables, routers, switches, hubs, and premise wiring).

• Interpreted schematic work order drawings to determine job specifications and

installation needs.

• 1st and 2nd level user support of TCP/IP networking, VOIP, PC/MAC components,

network components, and security.

• Demonstrated understanding of Telecom networking with general knowledge of fiber to

the premise and copper dial tone, Broadband Internet and video services.

• Communicated and escalated alarms ensuring quick resolution; utilized a network management system via

computer terminals to detect environmental alarms.

• Administered, maintained, and repaired outside and inside fiber equipment/facilities

including inside wiring and fiber jumpers at the distribution hub.

• Installed and configured routers, set top boxes and PC software as needed to ensure

proper configuration of customer’s PC.

• Utilized various test equipment to analyze equipment trouble and took appropriate

maintenance action.

• Interfaced with customers to negotiate the placement of equipment, account registration,

e-mail and web access and trained customers on how to use the new equipment.

• Received several commendations for outstanding customer service.

Comcast Cable (7/2002 - 11/2005) - COMMUNICATIONS TECHNICIAN III

Farmers Branch, TX

• Presided over a team of technicians as a senior technician that led the district in highest

productivity and efficiency.

• Trained and mentored new Communications Technicians.

• Assisted project manager with launching a radio frequency (RF) leakage detection

program that ensured compliance of FCC regulations.

• Performed requested installs and changes of service, while adhering to Comcast

procedures and safe work practices.

• 1st and 2nd level user support of POTs, TCP/IP networking, VOIP, PC/MAC components,

network components, and security.

• Understood and assisted with Cisco Routers, trouble shooting and basic configurations.

• Communicated and escalated alarms ensuring quick resolution; utilizing a network management

system via computer terminals to detect environmental alarms.

• Troubleshot electronic components, routers and other LAN equipment at residential and

commercial sites.

Technical Skills

ERP Tools: SAP R/3 4.6x, ECC 6.0, SAP SD, CRM

Victor Galen Turner Jr.

Software Application: Microsoft Office XP, (Project, Word, Excel, PowerPoint,

Outlook, and Access), SQL Server, Lotus notes, TCP/IP, DHCP, DNS, POP3, Web

browsing clients, Email Clients.

Networking: TCP/IP, LAN/WAN, VPN, DHCP, DNS.

Knowledge of IT Security and Audit Techniques: Logical access controls, Change

Management, Risk Management, Segregation of Duties, and SDLC standards.

Victor Galen Turner Jr.

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