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Customer Service Engineer

Location:
Rancho Cucamonga, California, United States
Posted:
March 06, 2018

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STEVEN BARTON

**** *. ****** **. *****: 909-***-****

Ontario, CA 91764 Cell: 909-***-****

Email: ac4pva@r.postjobfree.com

Dynamic and results-focused with more than 20 years of work experience with a proven track record coordinating and supporting various implementation projects for Fortune 500 companies. Possess a combination of project management, technical support, team leadership within a service provider environment. Assertive and enthusiastic with a strong understanding of proactive customer service operations. Demonstrated ability to lead and successfully implement customer applications and serve as single point of contact for project execution, customer service and deployment requests. Currently seeking a position with a reputable company where my skills and experience can add value to the team.

Areas of Expertise & Technical Skills

Project Management/Coordinator

Team Leadership

Customer Service

Escalation processes

Problem Analysis

High Analytical Skills

Critical Analysis

Computer Applications

Microsoft Office

Key Skills Assessment

Project Engineer – Committed to quarterbacking/Leading internal teams through the exchange of knowledge, experience, and goal sharing to ensure successful deployments and implementations.

Technical Proficiency & Leadership – Experienced Lead technician committed to ensuring successful design, implementation and deployment of within a service provider environment. telecommunications products and services. Planned, organized, coordinated, prioritized, and managed multiple projects concurrently.

Professional Experience

TELE PACIFIC, Los Angeles, CA April 2013 – June 2016

Project Engineer

Serve as single point of contact responsible for managing the successful design, implementation and deployment of customer services. Duties included order package verification, provisioning services, and collaborating with internal departments, management teams and 3rd party provider and vendors.

Researches cross platform solutions to ensure effective implementation of new systems and technologies.

Develops and evaluates innovative ideas to assess value added, impact, risks, challenges, opportunities, and benefits for the organization.

Researches cross platform solutions to ensure effective implementation of new systems and technologies.

Assists and collaborates with cross-functional teams to prepare technical design and architecture.

Interfaces with cross functional team to discuss issues and recommend solutions.

Produces detailed component specifications to support systems designs.

Serve as liaison for customers and vendors to handle problem escalations.

Updates necessary tracking system(s) to ensure that project and/or program status is maintained with complete accuracy, including third party management systems.

Creates and distributes correspondence relevant to the team, project or program (internal and external).

Lead, train, coach team members

Communicates all issues to management prior to reaching critical status.

Develops and maintains accurate and complete files for projects and programs; continues to monitor for integrity and completeness.

Network Operations/Premier Technician

Responsible for analyzing and resolving customer service issues/events and field technicians in a timely manner. This included testing and problem isolation of voice, video and data network services.

Lead, train, coach team members.

Contributes to the system architecture, design and review of the systems functionality providing guidance and information to support consistency of vision with business objectives.

Researches cross platform solutions to ensure effective implementation of new systems and technologies.

Possess knowledge of latest IT technology tools.

Possess strong analytical and judgment skills.

Demonstrate ability to multitask and manage stress in a high-paced office environment.

Ability to work independently with limited supervision and in teams.

Excellent interpersonal communication skills and ability to work with people from all levels and personalities.

Experience with coordinating/participating in conference bridge calls.

Utilized case management tracking tools such as Remedy ticketing system within a high-paced Network Operations Call Center Environment.

Reporting problems to appropriate engineers, resolving customer service issues, assisting in implementing solutions, conducting special engineering studies.

TIME WARNER CABLE, El Segundo, CA June 2009 – August 2012

Network Operations Center (NOC) Technician

Responsible for analyzing and resolving network events. .

Utilized Remedy Ticketing and Surveillance tracking system.

Lead, train, coach team members and monitoring team activity.

Reporting problems to appropriate engineers, resolving customer service issues, assisting in implementing solutions, conducting special engineering studies

TWO ROADS PROFESSIONAL RESOURCES, Huntington Beach, CA June 2008 – September 2008

Sr. PC Field Maintenance Technician

Responsible for turn-up, testing and troubleshooting network transports and trunks.

CURATEL, Los Angeles, CA June 2007 – November 2007

Central Office Switch Technician

Responsible for the maintenance and repair of central office switching and transport of telecommunications equipment. This included overnight maintenance window activities and resolution of call routing and switch translation issues for long distance carriers. Managed trouble ticket processes and assisted with projects as needed.

Lead, train, coach team members and monitoring team activity.

Responsible for collecting and using hourly and daily service measurement data to optimize the network and reduce lost calls and ineffective attempts

Provided leadership and training to managers, team leads and supporting staff and personnel as needed.

FONES 4 ALL, Woodland Hills, CA April 2006 – June 2007

Central Office Switch Technician

Responsible for the maintenance and repair of central office switching and transport of telecommunications equipment. This included overnight maintenance window activities and resolution of call routing and switch translation issues for long distance carriers. Managed trouble ticket tracking, coordinated with internal departments and assisted with projects as needed.

Lead, train, coach team members and monitoring team activity.

Responsible for collecting and using hourly and daily service measurement data to optimize the network and reduce lost calls and ineffective attempts

Provided leadership and training to managers, team leads and supporting staff and personnel as needed.

ALLEGIANCE TELECOMMUNICATIONS/XO Communications, Santa Ana, CA June 2000 – June 2005

Installation and Field Technician

Responsible for the installation and repair of telephone provider services.

Served as Team Lead overseeing and monitoring team activity

Trainings, Certifications & Professional Development

CISCO CCNA, Cisco Networking Academy, West LA College, Culver City, CA

New Manager Fundamentals, LinkedIn

Theory of Operation of Central Office Switching Certification, Central Telephone of California, Monrovia, CA

Data and Voice Transmission Certification, Central Telephone of California, Monrovia, CA

Telephone Networks and Cabling Certification, Central Telephone of California, Monrovia, CA

Electronic Theory Certification, Community College of the Air Force, Maxwell AFB, AI

Air Traffic Control Certification, Community College of the Air Force, Maxwell AFB, AI

Radar and Associated Systems (CCTV) Certification, Community College of the Air Force, Maxwell AFB, AI



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