Customer Service Microsoft Office
Resume:
Charles Dean MacInnis
ac237n@r.postjobfree.com
ca.linkedin.com/pub/charles-dean-macinnis/21/b27/882/
PROFILE
Results-oriented Technical Service Professional with diversified experience in high-pressure, time sensitive businesses. Recognized for uniqueness in quick and efficient troubleshooting and resolution of problems that results in impeccable delivery of products and services for large, complex operations. Acknowledged for easily building positive rapport at all levels and with diversified cultures that results in loyal team and client relationships. Ensures systems and procedures are complementary to people and results.
SELECTED HIGHLIGHTS
•Accomplished Technology Consultant accustomed to supporting multi-user networks as well as leading high performance technology and telecommunication solutions.
•Introduced and implemented strategies for network integration, and quick problem resolution that resulted in significant cost savings and increased customer service.
•Implemented quality of service and standards to new networks.
•Developed Standard Branch Housekeeping Program. Program included guidelines, targets, audits and capital expenses. All Branches reached accepted targets within one year.
•Developed processes, procedures and employee training for integrating networks.
•Known for easily establishing long term loyalties, building productive collaborative relationships and customer retention with positive leadership and communication.
•Coached new hires into high performing team members for multiple disciplines.
Professional Experience
Coterra Integration Ltd
Projects Coordinator March 2014-March 2016
•Kept key personnel informed about project status and issues that could impact client relations
•prepared organization and communication charts
•communicated effectively to improve company processes, have positive and constructive attitude
•attended/organized project meetings with customer and management
•prepared quotations and pricing for new projects
•arranged and monitored all shipping orders related to project
•assisted in staging MPLS and related networking equipment for field installs
Ericsson, US/Canada 2010-2013
Network Integrator
Performed the daily operations specific to Ericsson compliance including integrating networks, and resolving problems with networks.
•Developed positive client relationships and maintained excellent customer relations and satisfaction at all times.
•Integrated networks base ensuring complete satisfaction for all specific customer requirements.
•Efficient troubleshooting, analysis, diagnosis and resolution of problems with networks.
•Managed and optimized the planning and execution of all resources to ensure optimal customer service and organizational goals.
•Coordinated and managed all requests to ensure efficient operations.
•Developed plans and standard reporting processes, which are still used across the operational regions to improve efficiencies in service with reduced training costs.
•Key player in development, testing, implementation process including custom tool suite development to fit client needs.
•Integrate configuration and supply installation support for pioneering technology.
•Systems and network troubleshooting at multiple locations.
Nortel Networks, Global Sites 2000- 2010
CALA Network Integration
Promoted to Team lead for Network integration for various customers throughout CALA region.
•Performed end-to-end testing of numerous network components related to CDMA wireless network switch (packet based) and access (BSC, BSSM, EVDO, GSM).
•Selected to represent Nortel Networks as Integration Lead, interacted directly with customer and internal Nortel groups (Engineering, Installation/Commissioning, Project Management).
•Streamlined oral and written reporting systems and processes, removing bottlenecks and reducing reporting turnaround time.
•Managed and coached teams, both internal and contractors, to high performance in supporting NI function.
•Completed Acceptance testing directly with customer verifying test cases are completed accurately.
•Ensured sign-off was completed and customer satisfaction maintained.
Production Technologist, Calgary, AB 1999 - 2000
•Managed the daily operations for System Test and Verification of CDMA, BTS and BSC equipment including troubleshooting, repair and hot staging. Set up captive BTS equipment for module testing. Configured test equipment and system administration for final test. Aided Test Engineering in failure analysis studies.
EDUCATION AND TECHNICAL EXPERIENCE
Computer Experience
Solaris, Unix, ProComm Plus, Turbo C, C++, Secure CRT/Putty
Microsoft Office 2010 including Microsoft Word, Excel, PowerPoint, Outlook
Hardware Experience
CDMA cell site tester, Oscilloscope, Function generator, Spectrum analyzer, Logic analyzer, RF Power meters and SWR cable testers, Transmission test equipment
Training and Certifications
ESD, Safety in the Workplace (WHMIS), Creative Problem Solving, BTS/BSC testing certification. Microchip programming (interfacing and applications), Altalink Level 1 Non-utility worker, CSDS, Standard First Aid
Ericsson/Nortel Internal courses - Wireless Data, TDMA and CDMA networks, MTX switch, Passport 15k-ATM/SONET, Packet switch, EVDO including REV-A, WIMAX, IP Essentials
Education
DeVry-attained Electronic Engineering Technology Diploma, SAIT-LAN training certificate, A+ networking
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