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Customer Service Manager

Location:
Birmingham, Alabama, United States
Posted:
July 20, 2017

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Resume:

Bryant Williams

Cell: 770-***-****

ac1eef@r.postjobfree.com

Experience

Feb 2012 - Mar 2017 The Home Depot(THD) Atlanta, GA Digital Install Tech (Data Center)

Responsible for the daily operations and maintenance of the Datacenter. Performs or delegates all tasks associated with the installation, acceptance and maintenance of a variety of Datacenter equipment. Responsibilities range from installation of cabinets, equipment, cross-connects, performing remote hands requests, and managing all critical infrastructure equipment. Project installation, testing and troubleshooting of Datacenter infrastructure components including but not limited to Ladder rack, Fiber Guide, MDF, IDF, switches, routers and related cabling. Isolate and resolve network connectivity issues in the data center fiber and copper infrastructure. Analyze blue prints and technical manuals to create work orders for installation, termination, testing, as well as troubleshooting communication & cable systems.

Create and execute various projects around racks for Mainframe, pulls cables, such as coaxial, twin ax, twisted pair, optical fiber, through conduit, cable trays, above ceilings and between floors. Installed modular connectors for data and telephone cabling.

Working knowledge of Fluke test equipment. Conduct routine testing for the cable and communication systems, using measurement equipment.

Terminates cable on cross connect blocks, patch panels and modular jacks installed, tested, maintained and repaired various types of CPE equipment, voice/data, POTS, DSL, DS-1, overall DSLAM, telephone equipment, fiber optics, control & data acquisition, telemetry, network timing, digital cross connects, network servers, CAT 5A, and CAT 6 cabling

Configure and setup Audio-Visual configuration throughout the company’s 150+ conference rooms and main auditorium.

Provide technical supports for THD associates and troubleshoot audio and cabling systems

Work in conjunction with the NOC techs to investigate and clear alarm conditions. Work with PBX & Telco vendors to troubleshoot and resolve problems. Document configuration, test & installation results.

Train and supervise new team members on the infrastructure of the communication systems and data center.

Nov 2010 - Jan 2012 GE (General Electric) Chicago, IL Digital Install Tech

Ability to read and interpret blueprints, wiring diagrams, assembly prints, and electronic schematics. Install all electrical components and terminate wiring on new and rebuilt equipment.

Routinely perform maintenance of the machines or use hand tools and power tools to secure parts in place.

Mount assembly components on panel or printed circuit boards, and connect component lead wires to printed circuits or routes and connect wires between individual component leads and other components using advanced soldering and crimping skills.

Install finished assemblies or subassemblies in cases and cabinets. Assemble and attach functional and cosmetic hardware to assemblies using hand tools and power tools.

Routinely perform continuity tests on completed assemblies, prioritize work based on maintenance issues & production schedule.

Performs the assembly, start up, and function test of all electrical equipment systems.

Troubleshoots electrical systems, makes necessary repairs and any corrections to system.

Feb 2006 - Nov 2009 The Home Depot(THD) Atlanta, GA Data tech

Reads blue prints, technical manuals and brochures to create job plans for installation, termination, testing, and troubleshooting communication systems' cabling.

Executes job plan and pulls cables, such as coaxial, twin ax, twisted pair, optical fiber and other cable types, through conduit, above ceilings and between floors.

Installed modular connectors for data and telephone cabling.

Terminates cable on cross connect blocks, patch panels and modular jacks installed, tested, maintained and repaired various types of CPE equipment, voice/data, POTS, DSL, DS-1, DSLAM, telephone equipment, fiber optics, control & data acquisition, telemetry, network timing, digital cross connects, network servers, CAT 3, CAT 5A, and CAT 6 cabling

Installed/uninstalled racks for Mainframes; connect/disconnected cables, ran cable under floors in floor racks, built & tested cables, used various test & measurement equipment, such as DMV & 965 voltmeter.

Work in conjunction with the NOC techs to investigate and clear alarm conditions. Work with PBX & Telco vendors to troubleshoot and resolve problems.

Document configuration, test & installation results.

Jan 2005 – Jan 2006 Brykeltt Charter Services Chicago, IL Account Manager

Assist with scheduling, payroll, auditing, daily & weekly tasking.

Handled Customer inquiries, money transactions & bookkeeping.

Provided courteous, efficient, and accurate customer service.

Notated customers concern accurately in various systems and daily use of applications: MS Outlook, Express, Word-Excel, PowerPoint, Spreadsheet, windows 2000 XP/98, etc.

Driven School busses/Coach Busses-CDL-BP/Passenger endorsement.

Aug 2003 – Nov 2004 Bell South.Net Atlanta, GA. Customer Account Manager

Assist customers with DSL/Dialup Internet Billing concerns.

Explained Internet billing charges, credits and made adjustments if needed.

Verify customer Internet status, constant daily contacts with customers, requiring flexibility to switch from handling customer calls to detailed paperwork.

Worked with reference materials including sales practices and tariff regulations. Prepared forms and letters, executing contracts for Internet billing customers.

Prepared Internet layouts and background information. Determined Internet account needs through basic probing interviews to tailor the appropriate Internet product(s).

Met aggressive sales quotas and objectives, and recording billing data when necessary for credit. Handled special request, i.e., credit, trouble reports, etc. Provided courteous, efficient, and accurate customer services.

Notate customers concerns accurately in various systems and daily use of applications: MS Outlook/Word/Excel/Project.

Mar 1999 – May 2003 Bell South Telecom Atlanta, GA. Service Technician/Machine Operator

Installed, rearranged and removed telephone equipment and associated plant including wiring and cabling associated with services such as non-design watts, ISDN, ESSX, etc.

Used computer access terminal equipment to communicate with on-line databases for testing, receiving and closing work assignments. Used test equipment to send and receive signals on gain devices.

Repaired, adjusted, cleaned, and replaced faulty telephone equipment. Tested facilities and equipment for trouble. Coordinated testing of customer lines and equipment with tester or other designated employee; changed out Subscriber line carrier channel units as required.

Used electrical instruments to locate and mark below ground facilities. Used cable plats and test equipment to isolate conductor faults. Analyzed trouble conditions. Established safety procedures with DOT certifications & experience in electrical, electronic or mechanical fields.

Used computer access terminal to send and receive signals on devices and circuit diagrams. Rewired buildings for residential and commercial customers. Installed fiber optics and maintained SLICK data cards.

Buried service wire for residential and commercial customer’s wires using a manually controlled gasoline/diesel – tractor/trencher, plow, boring machine or manual tools operated the DITCH WITCH and used locator devices. SF401 safe ladder handling and pole climbing qualified. Provided temporary repairs to low voltage buried utilities, sprinkler systems, and sewage field lines damaged while performing other duties.

Education

Chicago State University Chicago, IL Major: Psychology

Cortez Peters Business College Chicago, IL Major: Business Management

Decker School of Construction Atlanta, GA Major: Electrical program II

Skills

Class “B” CDL – Endorsement: Passenger

Internet Explorer; Firefox; Safari; Chrome; MS Outlook; MS Office; Express Basic Safety; Windows NT/XP/7; Mac OS X; Ditch Witch Power Tools; Construction Math; Blueprint Reading;

Customer Service; Bending Conduit; Pre-Wiring; Hand Tools Certified; Install Fiber Optics; ITRON Digital Computer

(Additional information & references available upon request)



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