Customer Service Technician

KENNETHWILKINS

**** * ******, ********* *******, maryland20743

.

Home: *** -***-**** ****: 202-**-*-****

**************@*******.***

SUMMARY

Technician with an extensive installation and repair background. Thorough knowledge of both residential and

commercial High Speed Intemet/Telephone service.Hard worker who quickly masters new skills and systems.

Courteous and prompt Field Service Technician with superior customer service skills. Handles high-pressure situations

and resolves customer issues in a calm and courteous manner.

Seasoned Cable Splicing/Fiber Optics Technician with more than 14 years in cabling infrastructure installation. Thrives in

a deadline-driven environment.

HIGHLIGHTS

o o

Certified Maintenance Technician Hardware and software upgrade planning

o o

Knowledgeable in all safety protocol Facility and plant modifications.Vast technical

o Expert in blueprint interpretation knowledge

. o Network configuration and support

Strong attention to detail

. Data connectivity

o o CPU, RAM and hard drive performance testing

Extensive knowledge of training methods

ACCOMPLISHMENTS

Networking Basics Step by Step.

Business lnstallation and Maintenance Training.

100% Compliance for Customer Notification.

Technical Reading for Telecommunications Technology.

Electricity-Part 1

Basic Electronic Switching for Telephone Systems.

Basic and Advanced Optical Networking.

Basic and Advanced Home Network Integration.

ISDN Basic Rate

Litespan 2000

Metallic Cable Splicing

Facility Testing and Repair

Windows 7 step-by-step

EXPERIENCE

VERIZON

Alexandria, VA

0912000 to 1212015

Cable Splicing/Fiber Optics Technician

Worked as Cable Slicing/Fiber Optics Technician for Installation and Repair from 09/28/2000 - 12/27/2014.

Tested machinery, equipment and parts to identify any defects.

Disassembled broken and defective equipment to facilitate repair.

Assembled and installed wiring, electrical and electronic components.

Installed coax cables inside residences.

Explained company offerings to promote products and services to clients.

Installed and removed modems/routers systems, including pulling wire, device termination and mounting back boxes.

Carefully explained all aspects of running the cable system to customers.

Examined systems to locate problems such as loose connections and broken insulation.

Installed and pulled horizontal station cables and backbone riser cables.

Operated various vehicles to haul crews and equipment.

Placed copper and fiber cables for voice and data indoors and outdoors.

Supplied technical and customer service support by phone and in person.

Tracked data from completed tests, and developed solutions to any issues.

Set up and monitored testing of new and improved components.

Set up, tested and configured networks, desktops, laptops and printers.

Resolved technical issues for clients in person, on the phone and through e-mail.

Trained 40 new employees in effective diagnostic and repair procedures.

Troubleshot equipment problems using tools such as multi-meters and general hand-tools.

Stooped, climbed ladders and lifted heavy loads during set-up for events.

Troubleshot and resolved internet connectivity and general software and hardware issues.

Configured and installed routers, switches and wireless controllers.

Diagnosed network problems involving a combination of hardware, software, power and communications issues.

Maintained current knowledge about the latest operating and maintenance practices with continuing education courses

EDUCATION

NETWORKING

Prince George's Community College, Largo, MD, USA

Networking Basics Step by Step

BUSINESS INSTALLATION

Verizon, MD

Business lnstallation and Maintenance

ELECTRICITY

Futurelin[ MD

Verizon

Electricity- Part 1

TECHNICAL READING

Verizon Futurelinlq MD

Technical Reading for Telecommunications Technology

OPTICAL NETWORKING

Howard University, Washington, DC

Basic and Advanced Optical Networking

HOME NETV/ORKING

University of Alabama, DC

Basic and Advanced Home Networking

WINDOWS

Prince George's Community College, Largo, MD

Windows 7 Step -by- Step

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