Customer Service Training
Resume:
ROBIN M CROP
**** ****** ***** *****: 309-***-**** (cell)
Bloomington, Illinois 61704 309-***-**** (home)
E-Mail: abniw7@r.postjobfree.com
Overview
Experienced Applications Support Specialist with significant telecommunications expertise. Organized,
detail-oriented, with strong customer service, problem-solving and communications skills. Ability to
work independently or as a contributing member of a project team to meet or exceed organizational
objectives with on-time delivery of high quality results.
Employment History
Verizon Communications (formerly GTE), Bloomington, IL 1981 - 2009
Specialist – Applications Support 2006 - 2009
• Assisted Network Engineering personnel with on-line support for various software applications.
• Assisted in repair, up-dating and maintaining PC hardware and software issues.
• Assisted drafters and engineers with loop make-ups when errors occurred; including researching
sourcing for cable ID and pairs that were failing. Corrected database and/or facility maps.
• Assisted drafters and engineers in sourcing failures on ADSL reports; including fixing cable throws
done incorrectly.
• Responsible for addition of street names and territories to the code lists for service addresses.
• Created weekly Remedy Reports to tally trouble tickets received and processed.
• Participated in UAT testing and releases of new database up-dates/corrections.
• Created and up-dated VEGA-BAM user guide. Recorded training web class for VEGA-BAM.
• Completed “Daily Health Checks” for all VEGA and VEGA-BAM servers to ensure all servers
were up and functioning properly.
• Completed special projects as assigned.
Coordinator – Network Engineering 1994 - 2006
• Assisted Network Engineering personnel in Region including North Central and New England
areas.
• Performed Help Desk support, processing access requests for various applications.
• Up-dated exchanges in Region with their latitude and longitude coordinates in ICGS for use in
programs utilizing global positioning.
• Responsible for checking server backups on weekly basis and informing appropriate personnel of
unusual activity.
Network and Data Center Clerk 1988 - 1994
• Assigned page and piece part numbers to all poles and cable placed on Work Orders in Illinois and
Missouri.
• Up-dated records when in error per Engineer instructions and verification by construction crews.
• Assigned Work Order numbers and entered data from work orders into system.
• Initiated extraction of daily assignment sheets; entered completed assignments and submitted for
print out to Operations Center.
Switching Services and Services Clerk 1983 - 1988
• Established and maintained maintenance records, analyzed results and prepared reports.
• Up-dated computer entry systems; maintained system alarms.
• Instrumental in setting up standardization of COMPS program.
• Created new Toll records for the Bloomington GTD-5 conversion.
Robin M. Crop Resume Page 2 of 2
Supply Clerk 1981 - 1983
• Ordered material for all supply points and exchanges in Illinois.
• Tracked due dates on purchase orders for timely arrival of equipment and materials.
• Typing and filing of purchase orders; producing reports on telephone sales.
US Army Corps of Engineers 1976 - 1978
Secretary and Clerk Typist
• Maintained and classified variety of memos and correspondence that involved several different
heading and sub-headings.
• Typed correspondence, staff studies, reports, technical papers, manuals, charts, contractor bids and
payments.
Education and Training
High School Diploma – Fox High School
Technical Training:
DBII Training, LAN Training, Shorthand, ICGS/IDDS Training, Windows Network NT Training, SQL
Training, UNIX Training, Lotus Notes Training, Microsoft Word, Excel, PowerPoint, Banyon mail,
Lotus Notes and Outlook.
Honors and Recognitions
2008 Bronze and Silver Diversity Degree
1998 Chairman’s Leadership Award (TEAM), Bronze Level
Civic Involvement
VFW Ladies Auxiliary
American Legion Auxiliary
References Available Upon Request
Contact this candidate