Customer Service Technician

Vincent G. Luna

**** ******* **. . ******** *******, MI 48125 . 313-***-**** .

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

Successful, experienced Business entrepreneur professional seeks a

challenging position with growth potential with the company where I can

contribute my hard working ability and my positive attitude.

Highlights of Qualification

? Degree in Electronics Engineering.

? 15 years' experience as an Information Technology professional.

? Strong leadership skills and able to lead a group of individuals

without failure.

? Held management positions for the past 10 years.

? Consistently innovate dynamic solutions to difficult problems.

? Work effectively independently or as part of a team.

? Willing to take on extra responsibilities to get job done.

? Bilingual, able to speak, read and write in Spanish fluently.

? Have managed two companies raising revenues each year I was managing

the business.

? Able to adapt to a fast paced working environment with sharp multi-

tasking abilities.

Education

I.T.T. Technical Institute, Troy, MI

Associates in Electronics Engineering

1998-2000

Graduated with a GPA of 3.8. Attended courses at night while working full

time at Mexican Industries and automotive developer for Big 3.

Key courses: Basics of Electronics, Digital Electronics, Microcomputer

Principles, Psychology, and Economics, Business Management.

Computer Skills

Operating Systems: Windows 7, Windows Vista, Windows Server 2008.

Internet Protocols/Networking: TCP/IP, DHCP, NT/2000, and Proxy Software.

Software Applications: Office XP, Office 2007 professional packages, Word,

Excel databases, Microsoft Outlook, PowerPoint, ES 32 TCP/IP, Norton Anti-

virus 2011, Norton Firewall 2011, Roxio, Final Cut, QuickBooks 2011,

Siebel, CORE

Experience and Achievements

Ford Motor Company/Percepta, BUSINESS ANALYST, Dearborn, MI 03/12-

Present

? Accurately respond to customer inquiries through instant messaging

software.

? Utilize available resources to respond to customer inquiries.

? Receive warm transfer of WAT, FCIC or VOPC customer from BAC through

telephony and the

service request through the Intellitrack escalation process.

? Assists customer through a combination of existing technical

knowledge, Sync, Navigation and

Ford Work Solutions-specific knowledge acquired through training,

and use of available tools

(PTS, syncmyride.com, customersaskford.com). Documents call in

WISE, CuDL, and/or

?ntellitrack.

? Uses own knowledge base, diagnostic information, technical

manuals, and call history log to find solutions for

basic to intermediate level issues; consulting with Engineering team

members as

necessary. If required, employs engineering fast path

process.

? Determines the appropriate route for escalating complex issues based

on the type of expertise required.

? Follows up with the customer if required, to ensure the resolution

of the problem.

? Participates in daily information exchange with Tech Hotline,

Engineering and other agents.

? Employs customer satisfaction (e. g. AWA) tools according to

guidelines.

? Recommends changes to departmental policies and procedures to

improve support services

provided to customers.

? Provides recommendations to Supervisor regarding the resolution of

recurring problems. Assists

in formulation of problem solving techniques for newly discovered

issues.

? Maintain exceptional product knowledge as it relates to technical

support. Remains

knowledgeable of product and service offerings, current

industry products and technologies.

? Use troubleshooting techniques and tools to accurately identify

problems and applies the most

effective solution for identified problems.

SC Industries Inc., DIRECTV CONTRACTOR, Dearborn Heights, MI

CEO/PRESIDENT

05/08-03/12

? Took necessary actions for recruitment and training along with

office and warehouse functions.

? Made sure technicians were given their proper supplies for daily

installations.

? Ran day to day operations with supervisor making sure technicians were

onsite at their appropriate time frames.

? Pulled jobs from database and routed each technician jobs to their

capabilities.

? Worked with our customer service staff ensuring customers had

knowledge of updated eta's.

? Held important meetings for the company so that staff and technicians

were all on the same page.

? Implemented new work plans for staff and technicians to work together

more efficiently.

? Put together pay sheets and time cards in excel database for the

weekly company payroll.

? Reduced labor and cost of goods sold by 25%.

? Led the company to be #1 in the state ahead of all other local

contractors.

? Inventory control ordered and picked up equipment from local

warehouse on a weekly basis based

on inventory in stock. Lowering costs to the company and

maximizing revenue by 35%.

? Provided essential coordination regarding installation reports

with accessible inventory reports.

Mainstream Communications, DIRECTV, Buena Park, CA

MANAGER/FIELD TECHNICIAN

04/05-05/08

? Receiving my scheduled work for the day and picking up the required

tools and equipment needed for the installation.

? Quality control, filling out forms and taking required pictures of

all the jobs our techs would complete on a daily basis.

? Followed up with customers with a customer satisfaction call

ensuring they received the proper service for their installation.

? Ran morning meetings with our techs to gather data and feedback on

their installations. Thus, helping to implement new ways and plans

for their installations to be installed with quality and better

efficiency.

? Made updated daily logs for equipment that was being used and

dropped back off to the company.

? Managed a crew of 20 technicians and gave them their daily routes to

their strengths and capabilities.

? Inventory control ordered and picked up equipment from local

warehouse. Resulting in lower cost of goods and maximizing revenue on

a weekly basis for the company.

? Put together excel spreadsheets for all our technicians' payroll

sheets in a database for the owner.

Michigan Microtech, DIRECTV, Novi, MI

FIELD TECHNICIAN/SUPERVISOR 07/01-03/05

? Satellite installation technician was responsible for installing

DIRECTV's satellite TV systems in residential and commercial

locations.

? Was given a daily route 6 days a week year round filled with

Installs, Upgrades, and Service Calls.

? Ensured customer satisfaction with a walk through of their place of

residence before each installation was to be installed. Explaining

thoroughly how their DIRECTV system was going to be installed.

? Determined line of site with my mechanical compass ensuring customer

had the best signal where dish was going to be installed at.

? Ran multiple cable lines and data wire for telephone capabilities to

each receiver installed.

? Provided technical support and customer education to customers

receiving new satellite equipment.

? Moved to lead tech/supervisor position 6 months after I was hired in

for having great customer satisfaction and no service calls from past

jobs.

? Learned how to give each technician I supervised a daily route based

on their capabilities of installation.

? Made post calls to customers making sure they received the best

quality for their installation and were provided good customer

service.

References furnished upon request

Contact this candidate