DONNIE EUGENE JONES

ac10x5@r.postjobfree.com

**** ****** ***

Plano, TX 75023

972-***-**** (home) 972-***-**** (cell)

PROFESSIONAL EXPERIENCE:

Henry Schein April 2013 - Present

Arlington, Texas

Dentrix Software Support Technician II

Answer and process incoming customer calls effectively and efficiently.

Follow proper troubleshooting steps, asking clarifying questions to discover the underlying cause of concern.

Document all customer related conversations, steps / actions taken, results and resolutions obtained throughout each call.

Educate customers on product use and assist them in fully utilizing available features to improve office productivity.

Submit knowledge based articles on a regular basis to update customers and team member education.

Manage scheduling customer software upgrades / updates.

Ericsson August 2011 – March 2012

Richardson, Texas

Technical Support Engineer

Accept calls from CIC

CSR end to end management

oInitial screen of the case (problem statement, impact, follow-up, CSR info –site, contact)

oPrioritize CSRs according to severity, age or input from Manager/TL

oProvide timely updates to customer on issues reported as per SLA

oResolve the CSR within the committed timeline or as per SLA

Account for all working time against CSRs and proper network codes

CNS engineer is the primary technical liaison between customer and Ericsson on any issue that customer reports via CSR

Develop Primus solutions for new issues

Gain competence at a network level and build skills to drive end to end troubleshooting

oDetail development plans through Priority Template

During the on-call roster schedule, engineer MUST respond to page out and be ready to login to the network (if required) within 15-minutes.

Bank of America January 2010 – August 2011

Richardson, Texas

Customer Service and Sales Specialist I

Support the servicing of mortgage loans. Process routine transactions, document loan history, respond to customer, investor, or other 3rd party inquiries, research and/or prepare documentation, or analyze requests in accordance with established guidelines and determining appropriate course of action.

Nortel Networks January 2000 – March 2007

Richardson, Texas

Technical Support Engineer 2000 – 2007

Provided wireless support for Nortel’s wireless communications products DMS-MTX and associated hardware including the following:

o_XA-Core, Message Switch (MS), Computing Module (CM), System Load Module (SLM), Enhanced Network (ENET), Link Peripheral Processor (LPP), Digital Trunk Controller (DTC), Intelligent Cellular Peripheral (ICP), Input Output Controller (IOC), Integrated Services Module (ISM), Input Output Module (IOM)

Troubleshot and analyzed a variety of customer issues:

oMTX software errors

oEnd user phone issues

oCall translations issues

oCustomer and inter-vendor handoff issues

Assisted with customer software upgrades

oONPs (One Night Process)

o

Wrote “Method Of Procedure” (MOP) for various customer issues

oONPs (One Night Process)

oPM Software Upgrade

oDMSSCHED data collection procedure

Carried a pager and cell phone occasionally to support the ETAS engineers that worked during off hours (between 5PM and 7AM).

A+ Certification 2008, Dallas Tx

References available upon request

Contact this candidate