Customer Service Technician
Resume:
REGINALD E. ROBINSON JR.
**** ******** ****** #***, ****** Hills, MD 20748 ( ***.********@*****.***
Seeking a position in the capacity of Electronics Technician within a
general business environment, bringing the following experience, skills,
and attributes:
( ( (
Extensive experience working in general public and medical office settings;
Highly motivated, detail-oriented, team player with a reputation for
professionalism, integrity, creativity, resourcefulness, and competence;
Superior communication and listening skills; Strong client focus, with
excellent follow-through
. Windows 7
. MS Word
. MS Excel
. MS Outlook
. MS Office Picture Manager
. Records Management
. Customer Liaison
. Front Office Operations
. Workflow Planning/Scheduling
. Inventory Control
PROFESSIONAL EXPERIENCE
Supervisor, LeHigh Technical Service - New York, NY 11/12-
01/13
. Oversaw contractors and coordinated work flow
. Tracked and managed inventory
. Kept productivity at a high level and projects on schedule
. Maintained detailed documentation through logging of support cases, e-
mail and knowledge base articles for client and internal use
. Provided high level and in depth technical support by resolving
inquiries by phone, e-mail and web, in a manner and time frame
consistent with department and team service levels and goals
. Worked collaboratively with clients, team members, implementation
consultants, and resources across the company to achieve desired
results
Shop Manager, White's Automotive - Bladensburg, MD 08/12-09/12
. Maintained garage area to ensure efficiency
. Tracked inventory and assisted management with part orders
. Coordinated work flow
. Kept productivity at a high level and projects on schedule
. Installed and repaired automotive a/v systems
. Performed minor automotive repairs and services
Electronics Technician, Exclusive Concepts - Temple Hills, MD 04/12-
08/12
. Diagnose, repair, install and troubleshoot automotive a/v and
electronics systems
. Perform minor automotive repairs and services
. Maintain garage area to ensure efficiency
. Keep productivity at a high level and projects on schedule
. Selected the correct products or assist customers in making product
selections, based on customers' needs, product specifications, and
applicable regulations
. Emphasized product features based on analyses of customers' needs, and
on technical knowledge of product capabilities and limitations
. Contacted new and existing customers to discuss their needs, and to
explain how these needs could be met by specific products and services
. Completed an average of 6 repairs/installs per day
Independent Contractor, Halo Enterprises - Capital Heights, MD
10/06-04/12
. Provide exceptional customer service to clients
. Serve as Sr. Technician and on-site liaison
. Head telecommunications team in on and off campus projects
. Train technicians for ISDN installation
. Instrumental in the completion of network installations for clients
. Install Troubleshoot and Repair Automotive electronics, A/V and stereo
systems
. Build and maintain webpages
. Handy-man, carpentry & lawn care services
. Contacted new and existing customers to discuss their needs and to
explain how these needs could be met by specific products and services
. Emphasized product features based on analyses of customers' needs, and
on technical knowledge of product capabilities and limitations
. Interpreted and validated technical issues, test solutions, follow-up
and escalate when necessary
. Maintained detailed documentation through logging of support cases, e-
mail and knowledge base articles for client and internal use
. Owned and addressed client needs and product issues from inception to
resolution
. Provided high level and in depth technical support by resolving
inquiries by phone, e-mail and web, in a manner and time frame
consistent with service levels and goals
. Selected the correct products or assist customers in making product
selections, based on customers' needs, product specifications, and
applicable regulations
. Worked collaboratively with clients, team members, implementation
consultants, and resources to achieve desired results
Senior Technician, KCI Convergent Technologies, Inc. - Columbia, MD 10/03-
10/06
. Performed as on-site liaison for Verizon
. Served as crew leader (2- 5 people)
. Completed approximately 3-4 installation projects ahead of schedule in
addition to closing out approximately 6-8 maintenance trouble tickets
daily
. Performed moves, changes and upgrades as specified by work orders
. Interpreted and validated technical issues, test solutions, follow-up
and escalate when necessary
. Maintained detailed documentation through logging of support cases, e-
mail and knowledge base articles for client and internal use
. Worked collaboratively with clients, team members, implementation
consultants, and resources across the company to achieve desired
results
Lead Technician, Verizon Connective Solutions, Inc - Hyattsville, MD
07/96-10/03
. Completed an average of 10 repairs per day.
. Contacted new and existing customers to discuss their needs, and to
explain how these needs could be met by specific products and
services.
. Emphasized product features based on analyses of customers' needs, and
on technical knowledge of product capabilities and limitations
. Interpreted and validated technical issues, test solutions, follow-up
and escalate when necessary.
. Maintained detailed documentation through logging of support cases, e-
mail and knowledge base articles for client and internal use.
. Owned and addressed client needs and product issues from inception to
resolution.
. Selected the correct products or assist customers in making product
selections, based on customers' needs, product specifications, and
applicable regulations
EDUCATION & ACHIEVEMENTS
Certificate, Administrative Assistance, Case Management, Customer service,
2009
ARBOR EDUCATION AND TRAINING, Largo, MD
Certificate, POTS & ISDN installation and maintenance, DIRECT TV
installation and maintenance, Customer service and education, 1997
BELL ATLANTIC COMMUNICATIONS AND CONSTRUCTION SERVICES INC,
Odenton, MD
Certificate, Electronics Technology, 1993
COMPUTER LEARNING CENTER, Alexandria, VA
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