Customer Service Manager

Jonnie Gault

Email: abqq0t@r.postjobfree.com

Address: **** ********* ** *** *****

City: folsom

State: CA

Zip: 95630

Country: USA

Phone: 408-***-****

Skill Level: Experienced

Salary Range: $40,000

Willing to Relocate

Primary Skills/Experience:

See Resume

Educational Background:

See Resume

Job History / Details:

Skills Summary

Telecommunications: More than 5 years of experience in DSL routers and switches- hardware; 25 years of expert experience in Lucent switching equipment: NOC operations including provisioning, control and analysis, dispatch, and alarm surveillance; field operations including cabling (coax, fiber, CAT 5), installation (software & hardware), testing, troubleshooting and repair, generic upgrade, switch cutovers-strong background in use of support documentation. PC Computer Hardware and Software: Intermediate experience (A+ certification) in installing & repairing windows operating systems, hardware and software, and peripherals. Customer Service: Call Center Representative, Hospitality

Experience

June 2010-March 2011 Pacific Gas & Electric San Jose, CA

Customer Service Representative

* Dispatch emergency service calls

* Initiate orders for new, transferring, disconnect gas and/or electric service

* Resolve customer billing inquiries/advise of energy conservation opportunities

* Work with Service Managers and other departments to resolve customer and/or service issues

* Advise customers of outage status

* Make payment arrangements

May 2009-June 2010 Presentation Center Los Gatos, CA

Weekend Hostess

* answers guest questions, solves guest problems, assists at the buffet and with guest seating during meals, and is on call overnight to handle any guest emergencies

* support and follow procedures in place for guest comfort and safety, for operational record keeping, and for emergency response.

* opening up facilities in the morning for guest use, locking facilities at night and closing the main gate, operating the Gift Shop, and assisting with general office tasks as needed

June 2003-May 2009 (excluding Jan 2008-April 2008) ATTIS (Contract through Byers Engineering) Concord, CA

DSL Standby Technician

* On standby 24/7 for maintenance window work and troubles.

* Install Cable- fiber and CAT-5 and terminate to switches, routers, DMARC

* Add, remove cards in equipment. Upgrade memory.

* Use T-BERD: Take light readings and adjust loss on fiber.

* Work with engineering to resolve troubles, turn up new circuits.

* Maintain equipment-change filters, keep office organized and supplied

* Review/sign MOP`s and observe vendors performing work in and around working equipment

Jan 2008-April 2008 ATTIS (Contract through ARTECH)

Pleasanton, CA

Site Manager/Engineer

In addition to duties listed above (Byers):

* Perform migration of routers from one building to another

1. Rewiring, preparing equipment location by adjusting hardware

2. Coordinate with engineering to test, disconnect circuits, remove power, move unit, rewire, power up, test and turn up

* Perform inventories of spare equipment at all locations

* Inventory and pack electronic components for shipping

* Work various shifts as required. Complete work requests from various departments.

* Maintain truck with tools, supplies as needed for remote locations.

* Participate in weekly team meetings

* Use VPN on laptop computer to access engineering site and work remotely

Feb 1970-Nov 2002 AT&T San Jose, CA

Communications Technician-ESS (Oct 1987-Nov 2002)

Electronic Switching 1A, 2B, 5ESS, DMS with experience in provisioning, test and turn-up of equipment working with vendors, maintenance, troubleshooting and repair of various switching equipment. NOC technician for 3 years. Worked all shifts.

Responsible as lead technician on several switch cutovers, working with vendors, technical support, engineering, Emergency Control Center, outside technicians, accounting and marketing.

Communications Technician-EM (Oct 1978-Oct 1987)

* Electromechanical Switching (call processing) with experience in wiring, soldering, installing & repairing wire spring relays, test and troubleshoot circuits, maintain accounting equipment including tape drives, paper punch equipment. Troubleshooting using schematics, scope, voltmeters.

Data Clerk (Oct 1974-Oct 1978)

* Record, analyze and report switching component data

* Compiling statistics of call rate & path for engineering use

* Maintain telephone number/equipment records

* Perform validations on records for accuracy

Long Distance Telephone Operator (Feb 1970-Oct 1974)

* Place, monitor call on cord board and TSPS board

Education

Aug 2004-June 2005 Gavilan College Gilroy, CA

Certificates earned:

CCNA

A+ Hardware and Operating Systems

Sept 1971-1977 DeAnza College Cupertino, CA

Small Business and General Education courses completed

1967-1970 Mountain View High School Mountain View, CA

High School Diploma

References

Nathan Poehlman AT&T Developer 916-***-**** abqq0t@r.postjobfree.com

Richard Valladao Byers Engineering 925-***-**** abqq0t@r.postjobfree.com Manager

Sudip Mahato Artech Information Systems 973-***-**** x3435 Manager

Sharon Meyers Presentation Center 408-***-**** x201 Director

Additional Information:

Volunteer work for non-profits:

12 Step Retreats 2005-Present http://12stepretreat.org

* Webmaster

* Retreat Coordinator

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