Customer Service Management
Resume:
Tom Beyers
Email: *********@********.***
Address: *** ******** **
City: Plano
State: TX
Zip: 75094
Country: USA
Phone: 214-***-****
Skill Level: Experienced
Salary Range: $50,000
Primary Skills/Experience:
See Resume
Educational Background:
See Resume
Job History / Details:
Tom Beyers
306 Lovebird Lane
Murphy, TX 75094
*********@********.***
OVERVIEW
Proven IT support specialist with 10+ years' experience providing corporate enterprise-wide telecom system application support worldwide. Strengths include but are not limited to: Avaya and Nortel PBX systems, customer service, mobile phone and email equipment trouble shooting, application support, selection and procurement of telephony devices, LAN and voice cabling and supporting business communication technology needs. Current goal is to join a diverse and growing organization and serve their internal needs that can leverage my strengths and value my contributions.
CAREER HISTORY
Transamerica, Plano, Texas March 2011 - Present
Telecom Systems Support Technician
Manage wireless accounts; provide equipment and operational support for Aegon/Transamerica co-workers across North and South America.
Maintain accounts and conduct evaluations to ensure greatest savings of active wireless lines with multiple vendors.
Manage teleconferencing accounts, pagers and calling card accounts for Transamerica.
Responsible for all data and voice cabling (installation and troubleshooting) at the 260,000 square foot Plano, Texas location known as Transamerica Life and Protection.
Experienced in providing SLA driven support for smart phone users in a corporate/enterprise environment.
Proven administrative experience troubleshooting all issues which arise between devices and Mobile Device Management platform as well as set up and troubleshooting wireless aircards.
Proven carrier (ATT, VZW, and Sprint) knowledge and support experience for both individual and corporate liable clients.
Experience working in the carrier internet portals (plan, procurement of devices, billing, etc.)
Experience in expense management and a proven record of saving hundreds of thousands of dollars per year.
Experienced in customer service skills with customers of every level.
Excellent working knowledge of Blackberry (RIM) OS and Blackberry device functionality.
Experienced with properly tracking asset information.
Experienced with the Remedy ticketing system.
Experiences with management of Good Technology server for Android and iPhone devices.
Possess mobile management (MDM) skills which are aligned with the ongoing BYOD trend.
Aegon Direct Marketing November 2000 to March 2011
Telecom Systems Analyst
Performs all adds, moves and changes in PBX's and related telephony
equipment
Primary support for cell phone and Blackberry related problems for several sites within Aegon Direct Marketing Services.
Manage teleconferencing accounts and calling card accounts for Aegon.
Procures and coordinates vendor activities related to telephony equipment.
Research new Unified Communications versions and features. Propose and implement changes to existing architectures, standards, policies and procedures.
Strong verbal and written skills. Capable of effective communication and influential skills at all levels of the organization
Provide Telecom support for several sites including Avaya and Nortel phone systems.
Proactively analyses, troubleshoots and resolves telecommunications systems and circuit issues in a timely manner.
Education and Professional Training
Completed undergraduate studies at North Lake College, Richland College, and Collin College in Texas. Training in telephony applications such as: Blackberry, teleconferencing, Avaya and Nortel phone systems, Remedy, Miran, Audix, CTI, Call Pilot, Remote Agent Observe, Symposium, Rightfax, Voicepoint, ATT, VZW, and Sprint.
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