Customer Service Support
Resume:
WARREN BROWN, JR
*** ****** **, *** ******, CA, *2078
MOBILE: 315-***-****
E-MAIL: *************@*****.***
LINKEDIN: Warren Brown
EDUCATION
Certification, Cisco Certified Entry Network Technician 2017; Cisco Certified Network Associate and Cisco Certified Network Associate Security Anticipated, 2017
Brandman University, Syracuse, NY
Bachelor’s Degree, Computer Information Systems 2011 - 2015
Columbia College at Hancock Airport, Syracuse, NY
Associates Degree, Mechanical Engineering Technology 2003 - 2007
Onondaga Community College, Syracuse, NY
PROFESSIONAL EXPERIENCE
Verizon, Syracuse, NY
Fiber Customer Support Analyst Sept 2015 - Present
Answer incoming calls from customers with order inquiry and/or trouble reports.
Handle customer service agent escalations
Provide support for small to large business accounts.
Provide support for our VOIP business accounts.
Provide customers with order status.
Provide customers with service activation support for Voice service calling features.
Provide customers with service activation support for Data service PC configuration, home router configuration, and/or email/internet applications.
Provide customers with service activation support for Video service set-top box configuration.
Issue customer initiated service order corrections and changes.
Issue maintenance initiated change orders.
Create trouble reports.
Provide customers with trouble status.
Perform analysis and isolation of trouble conditions.
Sort troubles into User, Voice Network, Data Network, Video Network & OS Plant categories. Provide trouble resolution and closeout when possible.
Provide Home Network Equipment Support to customers.
Provide Home Jack and Wiring Support to customers when applicable.
Affiliate ISP Support.
Operate a PC/data terminal to maintain status of service orders and trouble reports in various FTTP operations databases.
Dispatching trouble reports and service orders to appropriate outside installation and repair forces and receiving close out information from those groups.
Negotiating dates, times and access arrangements associated with resolving customer service order fallout and trouble report. Customers may be irate or dissatisfied with our service.
SUNY Upstate Medical University, Contracted through Stellar Services, Syracuse, NY
Technical Lead PC Support Jan 2014 – May 2014
Upgrade campus wide computer systems from Windows XP to Windows 7 using MDT, backing up and restoring data for 6,000 computers
Organize the team and conduct team meetings
Maintain records for installation activities, problems and remedial actions taken
Analyze paperwork to make sure it is accurate and consistent
Motivate the team to work quickly and effectively
Pay close attention to detail
Interact with patients and medical personnel
Steri-Pharma Pharmaceuticals, Contracted through Comforce, Syracuse, NY
Process Control Engineer Jun 2013 - Aug 2013
Revised and edited standard operating procedures
Validated performance of equipments.
Tested the purity of manufactured pharmaceuticals
Inficon, Contracted via CPS Professionals, Syracuse, NY
Mechanical Technician Mar 2012 - Dec 2012
Assembled precision mechanical, electromechanical, and in-vacuum products in accordance with engineering drawings and Operational Method Sheets, using fixtures and alignment tools
Verified testing on products produced.
Assembled and repaired/reworked units effectively with minimum supervision required and ensuring instruments meet specifications
Performed TIG and Plasma welding for high vacuum applications per engineering drawing and Operational Method Sheets
Carrier Corporation, Replacement Components Division, Contracted via ECS, Syracuse, NY
Engineering Systems Analyst Jun 2008 - May 2010
Translated engineering drawings and specification documents
Formulated strategies for classifying specification documents
Provided verbal and written status reports to project team
Worked closely with cross functional project team members for building company search engine
Proposed classification schema's for a parts database (approximately 1,000 nodes)
Data based and classified each Purchased Parts Specifications (PPS) document (approximately 30,000)
Performed data cleansing:
oCorrected PPS docs that were classified incorrectly in EDIS
oIdentified multiple nodes that are the similar
Maintained the Classification Thumbnail Image Library
Led the data migration for Engineering Requirements and Material Specs
Carrier Corporation, Replacement Components Division, Contracted via ECS, Syracuse, NY
Catalog Analyst Oct 2007 - Jun 2008
Created and cataloged replacement parts list
Created and revised Purchased Parts Specifications
Designed revisions of units with new parts
Trained new hires with our computer software
Carrier Corporation, Replacement Components Division, Contracted via ECS, Syracuse, NY
Packaged Terminal Air Conditioning/Thermostat Technician Jun 2007 - Oct 2007
Operated as a technician for Thermostats and Packaged Terminal Air Conditioner units
Revised Installation manuals for thermostats
Inspected heater coils and dictated electrical schematics
Soldered electrical boards and thermal couplings for testing of PTAC units
CERTIFICATIONS AND TRAINING
CCNT, CCNA, CCNA Security, Business Digital Voice/VOIP systems,
COMPUTER SKILLS
CCNT, CCNA, CCNA Security, Microsoft Word, Excel, Access, Outlook, EDIS, Wind-Chill, AS400, CIS, Parts Lister, SAP, WinMax, LAN/WAN, TCI/IP, Windows, C++, Visual Studios 2012, Java, MyEclipse 10, Systems Analysis and Design
REFERENCES
Neil Huysman
Fios Solution Center Supervisor
Syracuse, NY
Phone: 315-***-****
Email: ****.*******@*****.***
Eric Glover
Fios Solution Center Supervisor
Syracuse, NY
Phone: 315-***-****
Email: *******@*****.**.***
Robert Moore
CEO/President Mortec Solutions Inc.
Syracuse, NY
Phone: 603-***-****
Email: *****.*.********@*****.***
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