Maintenance Customer
Resume:
Brian Rotharmel
McKeesport, PA. 15132
********@*****.***
TELECOMMUNICATIONS SPECIALIST
OBJECTIVES
To continue advancing my skill and knowledge in telephony. Complete on-going training on-the-
job, through courses, self-study, certifications and/or advanced degrees to maintain and enhance
technical and business capabilities.
KEY QUALIFICATOINS
Day to day maintenance and support of the Telecommunications systems, including adds, moves
and changes on PBX, Voicemail, ACD, wiring support, and maintenance of all voice related
databases Reviews, organizes, communicates and records all requests for voice services.
Coordinates, with other Telecom Analysts, in the delivery to telecommunications services. Often
work on projects in addition to providing services. Possesses a working knowledge of the PBX
system, voice mail and wiring support design and function. Provides technical assistance to
departmental personnel, clients, vendors, and other parties.
Works closely with departments and business units, and/or groups, to meet business objectives,
resolve problems, after resolve problems, and provide technical expertise, often coordinating the
project with other voice/data resources, both internal and external.
Provides base level IT support to company personnel. Resolved customer complaints and
concerns with strong verbal and negotiation skills. Displayed courtesy and strong interpersonal
skills with all customer interactions. Built and maintained successful relationships with service
providers, dealers and consumers. Processed an average of 30 inbound and outbound technical
support calls. Trained new employees and explained protocols clearly and efficiently. Informed
customers about issue resolution progress. Referred difficult issues to upper management while
maintaining positive rapport with customer. Provided thorough support and problem resolution
for customers to achieve successful results.
Completed all repairs and maintenance work to company standards. Kept supervisor informed of
job progress and material requirements.
Worked overtime, including evenings and weekends, to respond to emergencies.
Reduced downtime during production by maintaining equipment and reducing unnecessary
maintenance. Processed work orders and prioritized jobs.
Demonstrate thorough understanding of the fundamental tools and concepts of one of the
information technology professional disciplines (i.e. Applications, Business Analysis, Customer
Service, Data, Networking, Operations, Security, Systems Engineering, etc.) and apply that
understanding to make independent practical contributions to IT work within a department.
Meet IT Career Level Criteria for Individual/Team Contributors outlined in the Universal
Criteria Leveling Guide.
EMPLOYMENT EXPERIENCE
University of Pittsburgh Medical Center
March 2006 - May 2013
Job Title - Voice Telecom Analyst
Duties:
• Troubleshooting phone issues
• Cabling, installing phones and data equipment
• Resolving customer phone and voice mail issues
• Programming PBX and voice mail ACD
AEC - (IBEW local 5)
October 1994 - March 2006
Job Title - Cable Technician
Duties:
• Phone and data cable installation including fiber optic cable
• Phone and data repair
• Phone and data installations
EDUCATION
Forbes Road Career and Technology Center - January 1993-March 1995 -
Certificate
IBEW Local 5 - January 2003-January 2006 - Multiple Certificates
SUMMARY OF SKILLS
PBX Telecom Strong analytical skills
Excellent problem solving skills Troubleshooting proficiency
Vast technical knowledge Strong attention to detail
PROFESSIONAL & PERSONAL REFERENCES
Available upon request
Contact this candidate