Customer Service Quality Assurance
Resume:
Terrell Gunter
Email: *********@********.***
Address: **** **** **
City: Wheat Ridge
State: CO
Zip: 80033
Country: USA
Phone: 303-***-****
Skill Level: Management
Salary Range: $50,000
Primary Skills/Experience:
See Resume
Educational Background:
See Resume
Job History / Details:
Terrell Gunter
3622 Taft Court, Wheat Ridge, CO 80033 *************@*****.***
SUMMARY OF QUALIFICATIONS
Focused and results-driven Electronics Technician and Network Systems Specialist with over 20 years of experience in supporting technical systems and equipment. Innovative and self-motivated professional with experience in the full cycle of systems support, from design and installation to maintenance and upgrades. Strong communication skills, serving as an effective company representative. Adept in building relationships with clients, coworkers, and business partners. Proven record in accomplishing goals accurately and on time.
Experience in:
Design, Installation, and Maintenance of Electronic Components and Systems ( Troubleshooting and Repair
Preventative Maintenance ( Quality Assurance ( Documentation and Reporting ( Safety and Compliance
Customer Service and Account Management ( Team Training ( Project Management ( 24/7 Schedules
RECENT EXPERIENCE
Design and Installation Specialist Roomlinx Broomfield, CO 2012 - 2013
Capably design, install, and maintain MATV and MoCA solutions for hotels across the United States and Europe with hotel size ranging from 250 to 2000 rooms.
Research available and appropriate parts for installations. Perform a cost analysis on parts for each installation to support the company's profit goals.
Troubleshoot and resolve complex technical issues. Test systems either remotely or at the hotel location.
Train other installers and contractors on best practices for installation, repair, and maintenance. Serve as a contact for escalated or outstanding issues.
Consult with current and potential suppliers on products and test equipment. Evaluate new products that can be utilized to increase overall efficiency and effectiveness.
Work with the Management Team to help build processes and guidelines for design and installation.
Field Service Representative III LodgeNet Interactive Sioux Falls, SD 2007 - 2012
Effectively supported HDTV, mobile, and broadband platforms and systems for this leading provider of interactive media and connectivity services.
Managed a large portfolio of customers and many of the company's key clients. Serviced 24 hotels and 6,400 rooms independently or with little supervision. Redesigned, installed, maintained, and upgraded systems for hotels that included the Brown Palace, Marriot City Center, and Grand Hyatt.
Installed and supported all LodgeNet products, services, and equipment as well as hardware such as analog, digital, digital high definition off-air, satellite, RF distribution, and HSIA systems. Designed, installed, and supported B-LAN/MATV/CATV systems.
Worked directly with clients, building rapport and developing solid working relationships while answering questions, resolving technical issues, and demonstrating the proper usage of systems and equipment.
Responded to routine and emergency service calls on a 24/7/365 basis. Scheduled preventative maintenance and monthly system updates to security systems, software, and hardware.
Utilized a variety of test equipment to troubleshoot and resolve issues. Kept clients informed of progress toward issue resolution and provide a detailed account of correspondence and resolution in the database.
Served as Subject Matter Expert and Lead Technician for the team. Trained and assisted junior employees.
Took on additional roles and duties as needed, often working extra hours to assist the team.
Completed administrative and operational tasks such as report-writing, tracking of supplies and mileage, timecard processing, and maintenance of company equipment.
Regularly received compliments from clients in recognition of excellent results and service.
Senior Field Representative and Regional Training Manager On Command Denver, CO 1998 - 2007
Successfully designed, installed, updated, and maintained media and connectivity systems.
Trouble-shot and repaired MATV, SATV, system, and software issues. (Continued on page 2)
Terrell Gunter Page 2 of 2
3622 Taft Court, Wheat Ridge, CO 80033 *************@*****.***
RECENT EXPERIENCE, CONTINUED
Senior Field Representative and Regional Training Manager, Continued
Trained clients on how to use systems and market systems to their customers to increase revenue.
Mentored new employees on best practices for installation and maintenance of systems. Created training curriculum, forms, manuals, and procedures that ensured uniform processes from the service team.
Consistently maintained a 95% or better connectivity rate for clients.
Lead Installations Technician LodgeNet Entertainment Sioux Falls, SD 1997 - 1999
Directed and performed LEC I installations including site surveys, re-tap, room installations, head-end work, satellite and off-air installations, upgrades, and de-installations.
Trained internal employees as well as hospitality staff members on systems and equipment.
Supervised the work of the installation team and performed quality checks on all work completed.
ADDITIONAL EXPERIENCE
ISCG Field Services - PC and Portable Services EDS Lakewood, CO 1994 - 1997
Repaired over 4,000 pieces of equipment located in government offices, company sites and client sites throughout Colorado.
Senior Field Service Representative Spectradyne Wheat Ridge, CO 1986 - 1994
Designed and implemented MATV systems while maintaining satellite, off-air, PPV, and interactive services for 3,200 rooms at hotels in Denver, Vail, and Beaver Creek Ski Resort.
EDUCATION
Associate of Applied Science Degree in Electronic Digital Technology and Computer Technology
Red Rocks Community College, 1988
PROFESSIONAL TRAINING
Advanced PC Troubleshooting
Servicing Compaq Products
Train the Trainer
Cannon 5000 and Cannon 3000 Series
REFERENCES
Excellent references and professional recommendations available upon request.
MORE INFORMATION ON TERRELL GUNTER
http://www.linkedin.com/pub/terrell-gunter/38/330/848
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