Customer Service Technician

Donald B. Lee

***** ******** ******, ******** *****, California 93164

818-***-**** *********@*******.***

Sr. Telecommunications Technician with experience on Nortel PBX platforms

and applications

SUMMARY

. Extensive Telecom experience ranging from minor repairs to large-scale

installations

. Full service provider involving multiple clients and on-site support

. Known for quality customer service and commitment to successfully

managing client expectations

. Solid management skills in multitasking and project planning

AWARDS

Achieving Customer Commitment Excellence Williams Communications

1st Quarter 1999

Operations Recognition Award Williams Communications 1st Quarter 1999

Certificate of Appreciation Kaiser Permanente Upgrade Project 1999

CERTIFICATIONS

SL1 Maintenance

Option 21-81 Maintenance

Meridian Automatic Call Distribution (ACD) Admin

Meridian Automatic Call Distribution (ACD) MAX

Meridian ISDN PRI/DTI

ITG Trunk and Line

IP Line

IP Networking

CS1000 RLS 4.0

SCCS RLS 5.0 Admin

3C Meridian MAX Installation and Maintenance

Meridian Mail Administration

Meridian Administration Tools (MAT)

Symposium Express Administration, Installation

Norstar Plus, Release 4.0 ICS and VM

Octel 250/350 Systems Operations & Management

SKILLS

PBX Systems Telecom Applications Software

SL 1 LE, NT, ST, N Meridian Terminal Emulator (MTE) MS Excel, Word,

SMI workbench

Outlook

OPT 11, 21, 51, 61, 81 Switchview Windows 95, 98 NT,

2000, 2003

Call Pilot

CC6 Procomm Plus Netscape / Internet

PROFESSIONAL EXPERIENCE

SHARED TECHNOLOGIES

Senior Telecommunications Technician

. On-site technician in charge of 2 large customer sites

. Handle all day to day repairs, assist with upgrades and

installations

. Work with customer in lab environment

. Assist customer MAC tech

AT&T (Formally: SBC)

Senior Field Technician, Los Angeles,Ca. 2003-2006

. Handle repairs and service requests for customers in the Los Angeles area

on Nortel products and applications that include Call Pilot and

Symposium.

. Assist with installations of new equipment and upgrades to Nortel

products.

. Lead technician for service group

Nextira One (Formally: Nortel Communications, Wiltel, and Williams

Communications)

Senior Telecommunications Technician Minneapolis, Mn 2000-2003

. Complete customer service requests and repairs for various PBX platforms.

. Involved with new installations and upgrades to Nortel products.

. Conduct training for MAX and MAT applications at customer request.

On-Site Kaiser Permanente, Team Leader Honolulu, Hi 1998-2000

. Managed 16 sites and technical staff throughout Hawaiian Islands.

. Completed installation of Opt 11C at 3 customer sites.

. Completed upgrade of customer equipment and software at 13 sites.

Kaiser Permanente San Diego, Ca 1996-1998

. Involved with upgrades of all PBX systems throughout San Diego area.

. Handled repairs and service requests for 23 customer sites.

. Received recognition for services by customer.

Contracted Telecommunications Services (Aerotek Technical

Services)Gardenia, CA 1992-1996

. Completed repairs and service orders for various telco customers

throughout Orange County, California.

. Helped with installation of OPT 11 systems at various sites.

Switchview, Inc.

Telecommunications Software Specialist San Diego, Ca 1990-1992

. Installation of PBX Management software, training and on-going customer

support in western U.S.

. Implementation and integration of software and hardware required for data

and voice systems at customer sites.

Unisys Corporation

Telecom ManagerSan Diego, Ca 1986 to 1990

. Responsible for maintenance, support and daily operations of PBX systems

at multiple company sites.

. Implemented Switchview Cost Accounting program and cut costs by $180,000

during first year.

. Coordinated the installation of two new PBX systems.

. Responsible for procurement and inventory control of all equipment.

. Supervised installation and support crew.

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