Customer Service Fiber Optic
Resume:
Craig K. Shillinglaw
Lexington, NC 27295
**********@*****.***
Objective: To contribute to an organization which is able to effectively use and utilizing my excellent business skills.
Experience:
October 2001 to Time Warner Cable, Greensboro, North Carolina 27409
Present
CSR (April 2009 To Present)
Handling customer service complaints, repairs, troubleshooting equipment issues.
PAC Analyst/Coordinator (April 2004 to April 2009
Created multiple status reports to assist supervisors & managers in special projects. Run, distribute & work daily reports. Assisted managers in training new employees, explaining the functioning of the system and ordering of technician’s assistance roll outs. Created and prepared presentation reports for supervisors. Provision Digital Phone Accounts, Support, & Reports, Data Entry and validates addresses for E911 & 911 orders. Knowledgeable of all profiles w/in the Digital Phone Group due to rotation. Interface w/customers, supervisors & co-workers w/in the Time Warner Division. Assist in address and rate center violations.
Dispatch (December 2002 to April 2004)
Instructing & communicating the techs to the next trouble call. Working outages & calling customers back when needed.
Tech (October 2001 to December 2002)
Install and repair coaxial cable. Worked non-pay orders.
April 1999 to Lexington Home Brands, Lexington, North Carolina 27292
June 2001 PC Specialist, Telephone Manager
Trouble shoot and assist in maintaining PC trouble calls. Support and maintain all Salesmen laptops. Manage all telephone bills and approve them to be paid. Take care of all trouble calls on phones that are called in to the help desk. Oversee ordering and installation of all telephone work orders.
Sept 1998 to Westar Technology, Charlotte, North Carolina 28205
April 1999 Co-Supervisor & Lead Technician
Supervised up to eight employees at one time. Install network cards into PC’s and maintains networking systems.
Replace, repair and install CAT 5 cable, telephone, and coaxial Cable. Install and repair fiber optic cable. Installed Road Runner for Time Warner
Jan 1998 to LAN System Design, Cornelius, North Carolina 28031
Sept 1998 Lead Cable Technician
Install and repair fiber optic cables, LAN cables, and cable television. Install and terminate Category 3 & 5 cable. Install and Polish fiber optic connections. Install and repair telephone cable.
July 1993 to United States Air Force, Eglin Air Force Base, Florida 32542
Dec 1997 Cable Technician
Locate, install and repair telephone and fiber optic cable. Splice and pressurized copper cable. Lineman and underground, buried cable. Install and repair LAN cables. Terminate copper and fiber optic cable. Telephone operator. Install and maintain cable TV. Trained to operate heavy machinery such as cable reel truck, 2 -ton and ditch witch (trencher). My responsibilities are to preserve and maintain all types of copper cable and fiber optic cable.
June 1986 to Food Lion, Lexington, NC 27295
July 1993 Front-End Night Supervisor & Multi-tasked other areas
Maintained all areas w/in Food Lion due to self-rotation shifts for further advancement. Night supervisor duties included, closing out all registers, preparing deposit, handling customer service complaints and supervised five to seven employees at a time.
Education:
June 1994 Technical School, Wichita Falls, Texas
600 hours Specializing in cable maintenance and leadership skills.
May 1993 Davidson County Community College, Lexington, North Carolina
A.A. in Business Computer Programming
Received a Certificate in Accounting
June 1989 West Davidson High School, Lexington, North Carolina
High School Diploma
Skills: Windows 3.1, 95, and 98, Windows NT, Windows 2000, & Windows XP, Networking Systems, Microsoft Word, Microsoft Excel, Microsoft Power Point, Microsoft Access, LAN’s, Lotus 123, Cobol, RPG, Basic, Fiber Optic, Dbase 4, Cable Systems, Microsoft Dos 5 & 6, AS400, DPOM, ICOM, and Working knowledge of Map Info, NIM
References: Available upon request
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