Customer Service Representative

Objective:

Obtain employment at a business that will recognize and benefit from the

skills and experience I've mastered over the years while giving me room

to advance and grow with the company.

Key Skills:

. Computer applications such as: Citrix, TBS, Clarify, Trams MS Word,

PowerPoint, Excel, WordPerfect, OCR, Lotus 123, Telcordia SMG, Amdocs

Ensemble, Cisco IPCC, Clarify applications, Net-G, Net Analyst,

Peoplesoft, and Titan (database).

. Leadership

. Flexibility

. Problem Solving Ability

. SC-301 Basic Satellite Communication Certificate

. Active Security Clearance

. Accounting/Banking

. Team Orientation

. Solid Work Ethic

. Motorola EBTS Operation Certificate

. Education:

. Ashford University - BA in Business Information Systems (in Progress)

. University of Phoenix - BA in Networking/Telecommunication (transferred

to Ashford)

. Cisco Academy - Completed 4.0 GPA (CCNA Certification In preparation)

. Certificate of Completion for EBTS Operations & Maintenance

(Unix/Motorola Technologies)

. Strayer University - General Business Courses

. Merritt Jr College - General Education

EXPERIENCE:

Artel Inc. 8/2009 - present

NOC Technician I

. Monitor the satellite link utilizing What's Up Gold monitoring

platform.

. Ping, Telnet and trace route ip addresses associated with circuits.

. Being able to gather all pertinent information in order to pass

accurate data to the circuit provider /LEC to resolve all circuit

outages and circuits with degraded service.

. Open tickets on all network related issues and events.

. To perform internal and external technical and managerial escalations

for customer tickets

Sprint-Nextel Communication

3/2005 - 5/2009

Position: EBTS ASA (NOC) Technician II

. Provide network support in a 24x7 environment that monitors and

troubleshoots Motorola iDEN and Lucent & Nortel CDMA technologies.

. Quickly identify and analyze Sprint/Nextel's EBTS Cell Tower

environmental alarms, call failure messages and X.25 circuit failure

using real time alarming of network faults and notifications via

NetAnalyst.

. Determine problem location on the iDEN dispatch network, Packet Data

network, SNMP Mobis Links and/or LEC equipment and restore within

Service Level Agreement.

. Monitor and maintain Tellabs 5500/532L and Alcatel 1630/1631 elements.

. Proactively monitor proper functionality of DS0, T1 and T3 circuits

using Netcool (CDMA) and OMNibus/Sun Solaris (iDEN).

. Intrusively test circuit from the DACs cross-connect to the cell sites

NIU/CSU running various patterns, as well as H2H testing with Field

Technicians via React.

. Primary point of contact for ticket creation, update, tracking,

closure, and any other 2-way communication with Field Operations,

external vendors and LECs using TRAMS and Remedy (CDMA) and Clarify

(iDEN). Create and send network alerts/flashes to Field Operations

and escalation notifications to NOC Management.

. Research of circuit id, site information and DACs cross-connects via

Citrix and other Sprint Proprietary software such as Titan, FACTS,

CSIW and TBS.

. Contact appropriate Power Company in regards to power outages during

bad weather, disaster storm recovery, etc and request generator

deployment.

Position: Acting Lead

. Resolve employee questions and issues regarding to payroll, benefits

and expenses

. Train employees on customer services skills in a call center

atmosphere

. Provide information regarding policies and procedures for Human

Resources.

Nextel Communications (Current contractor - TAC Worldwide) 12/2003 -

12/2004

Position: Fallout Management Ctr. Sup./Portability Analysis (Through

Various Contractors)

Tier II support

Open Vantive Ticket

Troubleshoot wireline and wireless portability issues.

SMG/SOA Certified for portability

Use Computer applications: Telcordia SMG, Amdocs Ensemble, Cisco IPCC

& Clarify

Monitor telephone coverage

Meet deadlines on daily and monthly basis.

Provide coaching and career paths for my immediate team

Train new employees

ADCS Inc. - Chantilly,

VA

3/2001 - 9/2003

Position: Supervisor

. Supervise data conversion projects

. Research geographic area regarding blueprint via the Internet

. Performance Reviews

. Train staff

. Statistics/Analysis

. Word processing and data entry

Pacific Bell - San Ramon, CA

12/1997 - 12/1999

Position: Customer Service Representative

. Troubleshoot and analyze business and personal voicemail problems

. Walk customers through setting up their voicemail

. Review customers records to promote sales

. Update and maintain reference material

Contact this candidate