Customer Service Technician

Nick Tonhsai

Email: *********@********.***

Address: *** *. ******** **

City: Aurora

State: CO

Zip: 80018

Country: USA

Phone: 720-***-****

Skill Level: Experienced

Salary Range: $50,000

Willing to Relocate

Primary Skills/Experience:

See Resume

Educational Background:

See Resume

Job History / Details:

NICK M. TONHSAI

284 N. Duquesne St.

Aurora, CO 80018

Phone: 720-***-****

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

EXPERIENCE

XO Communications, Englewood, CO

Title: XO Network Operations Field Technician

Job Function: Perform installation of service to XO customers and the repair of existing customer service. Perform general maintenance, upgrades and preventive maintenance on customer equipment and associated central office/co-location equipment.

Essential Duties and Responsibilities:

* Install, maintain, repair and test unbundled circuits (DS0s, DS1s, etc.

* Install, maintain, and repair XO customer premise equipment (channel banks, routers, DSL modems, IADs, Optical/SONET transport and perform/troubleshoot inside wiring.)

* Install, maintain, repair and test all network equipment and elements at all field service locations, to include DS0, DS1, VoIP, and DS3 Ethernet level test equipment at all field service locations equipment

* Interface with external customers and other key technical contacts both inside and outside of XO in a professional, quality manner

* Demonstrate safe/responsible work habits to ensure proper vehicle operation and a safe workplace environment.

* Document and configure IP, routers, and CPE equipment.

* Train Field Service Technician I`s in all aspects of their job as requested.

Software

* MS Office Suite (Excel, Outlook, etc.)

* WFM; SCRIBE

* TBS

* Remedy

* CER/Nitrox

Databases

* Oracle

Operating Systems

* NT/XP Workstation

Other Job Specific Skills

* Understanding of and compliance with systems such as WFM, TBS, Remedy, CER/Nitrox/Inventory, SCRIBE, and the ability to log into and configure/provision Optical/SONET systems preferred. Oracle

* Demonstrated technical documentation skills

* Proven customer service skills and experience. Able to interact and interface with customers, service techs, and other professionals, and ability to articulate and convey situations and information in a professional and logical manner * Excellent communication skills

O.K. Automotive Services, Denver, CO

Title: Supervisor/ Lead Automotive Mechanic

Job Functions: My duties included Managing and Supervising an Automotive Service shop for 7 years of products and services, General maintenance of shop equipments, electrical and mechanical services.

* Face to Face customer Level Service

* Receiving and delivering customers vehicle to and from home or work.

* Grade (A) Automotive Mechanic

* Grade (A) Tire Technician

* General Electrician and Maintenance Technician of shop equipments including Pumps, Lifts tire rotation machine and 220 Volt Air Compressors.

Circuit Images, Boulder, CO

Title: Lead Supervisor

Job Function: Supervise a team of 8 Employees on manufacturing circuit boards.

Operations of Exelon`s 129 CNC drill machines, and the MARK6, EX110, and MARK5 Router machines.

Computer based file transfer system using Windows XP.

CAM related file transferring base system through local area networking.

Manage staff; problem solves and trouble shoots equipment and situations.

EDS/ StorageTek, Louisville, CO

Title: Call Center Agent

Job Function: Customer support

* Work with customer service engineers to remotely repair and replace software and faulty equipment.

* Create trouble tickets for engineers and service technicians on a daily basis using Clarify and Primus knowledge base software.

* Dispatch troubleshooting tickets nationwide for onsite service.

* Generate new profiles daily by locating customer product configurations, service entitlement certifications, and service agreements by using worldwide networks and product registration profiles.

Lucent Technologies, Westminster, CO

Title: Senior Lead Technician

Job Function: Member of Technical Staff-I, Senior Technical Assistance (Research and Development, Optical Networking Group. Lead technician for the Wave-Star Digital Access Cross Connect Systems (DACS) Telecommunication Lab Support Team.

* Responsibilities including: written report, planning, scheduling, designing, troubleshooting, installation, testing, cost control, and repairing of numerous VOIP PBX switches and PBX circuit packs with 8years or more experience as a PBX circuit pack technician. Repaired many fiber optics transceivers and telecommunications attenuators whether broken or having low impedance lines on a daily basis.

Outstanding knowledge of various cables: CAT5, CAT6, BNC, COAXIAL, RJ45 connectors Worked with many styles of schematic diagrams and component verification including ordering artwork and diagrams to match schematic sheets and data.

Coordinated various projects to evaluate and integrate new hardware configurations to support the operations of engineers and customers by eliminating and/or reducing failed and inoperative equipment.

Fabricated and installed new telecommunications systems and equipment per customers request at different sites and locations, locally and internationally.

Respond to help desk tickets in regards to new PCs, software and hardware installation and repair.

Network Administrator for LAN and WAN networks.

Analyzed data to modify, update, and execute programs to achieve compliance; tested software and firmware.

Supported and reconstructed Lucent Technologies telecommunications laboratory in Shanghai China.

SKILLS

Leadership Capabilities: Team Lead at Circuit Images, Lab Operations Manager and Supervisor of Lab Support for Lucent's Optical Networking Group and Vice President of the Colorado University Laotian Students Association Club.

Computer Literacy: UNIX, C, and C + +, WIN 95/98/XP/2000/Vista; WIN NT, Solaris, Linux OS system and Quality Works Applications: Microsoft office, Visio Professional, Photo Shop.

Knowledge of the SCSI interface, Fiber Channel adapters and switch hardware.

Test instrument tools (Hewlett Packard, Techtronic`s, Anritsu, Motorola, Etc.) Hard drive knowledge includes: T9x40's, SDLT, DLT, and LTO drives Familiar with 48 Volts DC rectifiers, atmospheric chambers, and electromagnetic chambers. Networking skills for Data and Storage Libraries include: 9310 Powder-horn, SL8500, D280, Timber-wolf, and L series Library. I have Intermediate level knowledge of testing interface programs and languages via GUI (graphical user interface). I am also familiar with SAN (storage area networks) with extensive troubleshooting skills and testing skills of various test tools and components.

15 year`s experience with electronic components in research and development.

Grade A Mechanics background and troubleshooting/repair skills.

Soldering skills, hand and eye coordination, and circuit board troubleshooting skills.

Excellent customer service, communication, technical service and repair skills.

Computer data management and bookkeeping skills.

Fast learner, able to work with minimal supervision, and able to perform multiple tasks and functions under pressure. Meets deadlines.

EDUCATION

Bachelors of Science, Electronics Engineering Technology Westwood College of Technology and Metropolitan State College Of Denver

Graduated: December 17th, 1999

G.P.A.: 3.0/3.5

Experience=20 + year(s) Including 20 + years of general experience.

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