Customer Service Training

TYRONE M. JONES

*** *** **.

Cedar Hill, TX *****-9202

972-***-**** Home

972-***-**** Fax

972-***-**** Cell

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

SUMMARY OF QUALIFICATIONS

Trained by AT&T to install, troubleshoot and repair U-Verse service, IPTV, VDSL and VOIP. Trained by SW Bell to install, troubleshoot and repair POTS and DSL service for residential and small commercial accounts. Committed to excellent customer service. Self motivated and disciplined to work with others and work alone. Utilized strong communication skills in all inter and intra company settings. Maintained a professional demeanor on duty at all times. Ranked high on customer satisfaction surveys.

PROFESSIONAL EXPERIENCE

TPS/ALTA TELECOM

Norcross,Ga

12/2011-06/2012

Field Tech/I&R IPTV

Installed and repaired Hawaiian Telephone Service, POTS, DSL, IPTV and VDSL . Ran cross connects and jumpers at the terminals and in the C.O. Connected, replaced or installed drop wires, ground wires, dmarcs, cat5 inside wire, rj11 jacks, rj45 jacks, coax jacks/fittings, coax cable, ethernet cables, routers, modems, gateways, set top boxes and dvr, hdmi cables, av cables, optical cables and s-video cables. Used test meters, JDSU SmartClass Home, NCI-465 and Sidekick 7B, to insure and maintain the appropriate signal strength on installs and repairs. Coordinated intra-company resolutions to complete my assignments. Educated the customer on the features and benefits of IPTV, VDSL and DSL. Made sure the customer was happy with Hawaiian Telephone Service and the work I performed.

AT&T

Dallas,Tx

10/2008-8/2011

Premise Technician

Installed and repaired AT&T U-Verse service. Ran cross connects jumpers at the terminals. Connected, replaced or installed drop wires, ground wires, dmarcs, cat5 inside wire, rj11 jacks, rj45 jacks, coax jacks/fittings, coax cable, ethernet cables, routers, switches, set top boxes, hdmi cables, av cables, optical cables and s-video cables. Used test meters, JDSU and Sidekick, to insure and maintain the appropriate signal strength on installs and repairs. Coordinated intra-company resolutions to complete my assignments. Satisfactorily completed company courses to keep up with the changing technology and procedures. Educated the customer on the features and benefits of IPTV, VDSL and VOIP. Made sure the customer was happy with the U-Verse service and the work I performed.

SOUTHERN DIVERSIFIED TECHNOLOGIES

Brookhaven,Ms

2/2007-8/2008

Field Service Tech

Installed and repaired inside wire, data and voice jacks for ADSL, IDSL, SDSL and T-1 lines. Extended dmarc locations. Ran cross connects in the CLEC central office. Replaced and installed cards in the CLEC switch. Configured routers and modems to customer specifications. Tested loop with Sidekick to insure proper installations and solve repair issues. Home dispatched and maintained company vehicle. Ordered and stored supplies at home base. Trained new techs. Discussed customer and company concerns during company conference call each morning.

VOLT TELECOM

Ocoee,Fl

11/1997-2/2007

Senior Tech

Installed and repaired inside wire, voice and data jacks for CLEC companies. Home dispatched and maintained company vehicle. Trained and supervised new techs. Ordered and stored supplies.

TECHNICAL SKILLS

Computer literate

Compute impedance of wire

Evaluate incoming signal

Clean and maintain tools and test equipment

Ascend poles with ladder or climbers

Use power tools and hand tools

Understand the color codes

Ability to stand, stoop and crawl

Ability to work in all weather conditions

Excellent communication skills

Good driving record

Ability to read maps

Ability to read blueprints

Explain service to subscriber

EDUCATION

Louisiana Tech University

Ruston, La.

Education Level: Bachelors Degree

Major: Bus. Admin

AT&T

Dallas,Tx

U-verse Training

Safety Training

Covad

Dallas,Tx

Router Configuration

SW Bell

Dallas,Tx

POTS Training

Safety Training

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