Customer Service Technical Support

Bobby Duke

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

Address: 91H Mitchell Rd NE

City: Cullman

State: AL

Zip: 35055

Country: USA

Phone: 256-***-****

Skill Level: Experienced

Salary Range: $75,000

Primary Skills/Experience:

See Resume

Educational Background:

See Resume

Job History / Details:

BOBBY DUKE

91H Mitchell Road NE * Cullman, AL 35055 * 256-***-**** * *************@*****.***

TELECOMMUNICATIONS TECHNICAL SUPPORT PROFESSIONAL

Accomplished Technical Support professional with 25+ years experience in Computer Operations, Product Qualifications, and Technical Support in telecommunications industry.

25 years providing technical support to thousands of users worldwide, earning a solid reputation for productivity, complex troubleshooting resolution, system and network configurations, cell site turn-ups, field visits, investigating and resolving customer complaints for optimized performance.

4 years of progressive product development, lab testing, function, design, and product training.

Excellent communications, analytical and diagnostic skills, strong problem solving and troubleshooting skills, successfully manage multiple issues, proficient in Microsoft Office Excel, Word, and PowerPoint, Remedy VPN/SecurID.

Proactive self-starter known to initiate process and system improvements to increase system stability and staff productivity.

TECHNOLOGIES / HARDWARE SKILLS

Modems T1 Circuits CSU/DSUs ISDN

HDSL DS3 Cabling Conventions Multiplexers

PROFESSIONAL EXPERIENCE

Technical Support Engineer Oct 1999 Oct 2012

ADTRAN * Huntsville, AL

Provided technical support for global provider of network and communications equipment with more than 1,700 solutions for use in telecommunications networks.

Achieved the highest levels of productivity, handling over 75 calls and emails per week and averaging 15+ calls and emails daily.

Earned solid reputation for resolving complex issues, providing exceptional customer service and maintained excellent working relationships with customers, field service, sales and managers of all levels.

Investigated customer complaints using multiple tools to troubleshoot, provision and test circuits by interpreting performance data and metrics.

Collaborated with customers, engineers and product managers to resolve issues.

Participated in conference calls with Sales for pre-sales circuit design.

Traveled to customer sites for troubleshooting circuits and product training.

Identified software and hardware issues to resolve defects for optimized system performance.

Product Qualification Engineer Feb 1995 Oct 1999

ADTRAN * Huntsville, AL

Created test plans for in-house testing and customer-approved lab testing for implementation.

Tested new products for performance with features, function and design.

Contributed to creating technical documentation, job aids and installation maintenance practices.

Introduced new products and features at trade shows.

Trained customers in products for troubleshooting circuits.

Engineering Technician Mar 1993 Feb 1995

ADTRAN * Huntsville, AL

Worked directly with Engineers to develop and test HDSL technology.

Wired and tested circuit components.

PCB layout verification for signal and power integrity.

Performed troubleshooting and testing of proto-type builds.

Collaborated with test labs for product standards certification.

Technical Support Engineer Mar 1984 Mar 1993

Motorola * Huntsville, AL

Performed customer service skills by troubleshooting, testing and provisioning customer circuits.

Contributed to conference calls with Sales for pre-sales circuit design.

Traveled to customer sites for troubleshooting circuits and product training.

Worked with Engineering to identify and resolve software and hardware defects.

EDUCATION

RETS Electronics Institute, Birmingham, AL

A.A.S. Electronics Technology

Contact this candidate