Microsoft Office Customer Service

MARVIN DANIELS

Objective

Telecom Analyst with hands-on experience seeking career opportunity by joining a team and utilizing my wealth of current experience and knowledge to help build and grow their organization.

Experience:

TRC Inc., Lawrenceville, GA Nov 2005 – Present

(Onsite at IBM 2007 - 2009, Cambridge Telecom 2009 - 2011, General Electric 2011 2013

CenturyLink 2013 – 2017 (Minor Contracts in between)

Interacting daily with Telecom Carriers (LEC)

Most commonly AT&T, Verizon, Century Link, and Frontier

Responsibilities include:

• Accurately develop RFPs and SOWs by utilizing experience in technical writing and documentation

Expert telecom billing experience in both wireless (15%) & wireline (85%)

Extensive use of USOC coding with vendors

Accurate circuit provisioning of T1, MPLS, SIP and POTS lines & their interfaces

Self-starter with the ability to work independently or as part of a team

Diagnose/troubleshoot electronic equipment in a call center environment on a systems level in order to ensure its accuracy and reliability by repairing, testing, or analyzing problems with end- user telecommunications equipment

Gather information from available tools to assist in resolution of service outage

Superior Customer Service skills with vendor, end user & management

Driven to perform quality work with 100 percent customer satisfaction as my goal

Create and update telecom spreadsheets/databases to reflect changes to equipment

Tone, trace, tag and identify data and voice connections

Coordinate telco line, handset & DSL install/de-install

Responsible for wiring offices, exhibit rooms, and meeting rooms for telephone and DSL associated with telephone repairs, dial tone, etc.

Install, terminate, test, label and document horizontal, backbone and other cables

Dress and route wires, cables in closets, modular furniture and other work outlets

Fire stop various types of cable penetrations & access / entry routes

Strong critical thinking utilized for trouble ticket resolution or escalation

Exercise Standard Operation Procedure in resolution of client calls

ILEC & CLEC system knowledge with superior problem escalation skills

PC installation, troubleshooting and security measures instituted

Detail oriented with prompt attention to customer needs

Accurate test & turn up and provisioning of Digital lines

Install cable using guidelines of NEC, OSHA, ANSI/TIA/EIA &Federal state

Strong knowledge of Cat. 5e, fiber optic, low voltage structured cable & wire etc.

Install & repair routers, switches hubs & patch panels

Experienced with cross-connects, frames, satellite MDF

Expert punch down on 66, Krone & BIX block termination

Install RJ11, RJ45, & various telecom jacks

Expert use & knowledge of hand and power tools

Hands - on skill with NEC, AVAYA PBX, key system & Single or multi line system

Experience with Nortel & various key systems including Panasonic,

Remote troubleshooting and customer support on PBX and their networking systems

Tools: Meters, Digital Analyzer, Hand Tools Power Tools

Recommend infrastructure enhancements/changes to improve existing products and services in order to reduce internal costs

Apply in depth understanding of networking and protocols (TCP/IP, SMTP, etc.) as well as telecom systems (CTI, PBX, VOIP)

Interpreting business requirements and efficiently offer alternatives and solutions

Communicate and coordinate effectively as analyst liaison between our customers, internal business units, and corporate users

Providing daily wireless device, changes in service, cancellation, replacement, port and migration requests

Auditing all monthly communications expenditures for accuracy as well as evaluating pricing structures

Auditing vendor invoices and contracts for compliancy

Managing multiple projects in multiple locations simultaneously.

Ensuring timely procurement and delivery of materials by working hand-in-hand with purchasing department and vendors

Coordinating vendor, labor, and service provider scheduling to efficiently meet deadlines. Extensive use of Microsoft Office Suite, most commonly Excel and PowerPoint

Skills acquired on various onsite Long Term Projects:

Anlysis and Solution Definition

Quickly understands the business issues and data challenges (specifically in the Telecom and Cable industry)

Identifies strengths and weaknesses and suggests areas of improvement.

Reviews and edits requirements, specifications, business processes and recommendations related to proposed solution.

Develops functional specifications, system design specifications for client engagements.

Technical Recommendation and Testing

Leads testing efforts

Ensures issues are identified, tracked, reported on and resolved in a timely manner.

Works with client personnel to identify required changes.

Communicates needed changes to development team.

Project Execution

Assists in enforcement of project deadlines and schedules.

Takes input from manager & co - workers and appropriately and accurately applies comments/feedback.

Communicates and applies project standards.

Manages resources in accordance with project schedule.

Consistently delivers high-quality services to our clients.

Understands the components of running a fiscally successful project.

Communication

Assist in the facilitation of team and client meetings.

Deliver informative, well-organized presentations.

Ability to communicate difficult/sensitive information tactfully.

Technical Understanding

Possesses understanding in the areas of application programming, database and system design (Web, Database)

Understands Internet, Intranet, Extranet and client/server architectures.

Understands how legacy and web-based systems interface with each other.

Problem Solving

Ability to identify critical issues with ease.

I posses confidence and an extensive knowledge of emerging industry practices when solving business problems.

Expertise in creative thinking beyond the boundaries of existing industry practices and client mindsets.

Leadership

Generates enthusiasm among team members.

Proactively seeks opportunities to serve in leadership roles.

Challenges others to develop as leaders while serving as a role model.

Manages the process of innovative change.

Teamwork

Facilitate effective team interaction.

Acknowledges and appreciates each team member's contributions.

Client Management

Develops relationships with client that foster client ties.

Communicates effectively with clients to identify needs and evaluate alternative business solutions with project management.

Continually seeks opportunities to increase customer satisfaction and deepen client relationships.

Manages client expectations effectively.

Education & Training:

State University of New York at Old Westbury, Old Westbury, NY

Noble Systems Corporation

Installation and Maintenance of Predictive Dialing Systems, Call Management Systems, and Interactive Voice Response

ITT Technical Institute

Electronic Telephony and Network Theory

NEC Corporation of America

Installation and Administration of NEAX2400 and SV8300

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