Customer Service Microsoft Office

ENTRY-LEVEL INFORMATION TECHNOLOGY POSITION

QUALIFICATIONS PROFILE

Detail-oriented and quality-focused professional, interested in pursuing an entry-level position in the Information Technology field to effectively utilize skills derived from educational background and 20 years’ experience in the Telecommunications industry. Skilled at installing, repairing, and maintaining cable facilities and equipment, coupled with leadership and the ability to prioritize and accomplish assigned tasks within deadlines. Core Competencies includes:

Security Management Client Service and Relations Administrative Procedures Customer Service

Strategic Planning Problem Resolution Cross-functional Collaboration

EDUCATION

Associate of Science in Applied Information Technology (Candidate) Pace University, New York, NY

In Progress (Expected Completion Date: 12/18)

GPA: 3.75

Training (Relevant Coursework)

Microsoft Office, Networking & Routing, AC/DC Electrical Circuits, Technical Writing, TCP/IP, OSI Models, Computer Systems Hardware, Corporate Security and Information Assurance, Operating Systems, Integrity Issues in Telecommunications.

Studied Master of Business Administration Mount Saint Mary College, Newburgh, NY

Studied Business Administration State University of New York (SUNY), New Paltz, NY

Studied Computer Information Systems State University of New York (SUNY), Morrisville, NY

TRAINING

Computer Operator Construction Coordinator Safety Coordinator Hands-On Desktop & Tablet Trainer Facilities Specialist Inventory Planning Logistics (Shipping) Logistics (Receiving)

RELEVANT EXPERIENCE

Verizon, New York NY (1997–2017)

Verizon - Local Manager/Analyst 2011–2017

Designed & authored company analysis (metrics) reports using Excel, PowerPoint and company database as they pertained to corporate objectives for both Area & Local Managers.

Communicated technical support of all company software to Area and Local managers in all aspects of construction, FTTP, FIOS, copper installation, and repair.

Performed & implemented training regarding safety, time reporting, tablet utilization, union regulations, and current attendance polices.

Guided technicians on the installation, repair, and maintenance of outside cable facilities.

Supervise the splicing of various cables including aerial, underground & buried service wire to premise.

Responsible for distributing work orders to locate faults, and repair equipment such as, mobile radio(hi-cap), carrier, microwave video, personal computers, and fiber optic equipment.

Interpretation of service orders and the evaluation of complex schematic drawings for work prints.

Utilize database to access devices including Craft Access Terminals (CAT) and other dispatch test systems to receive and complete work assigned.

Guarantee work-sites are free from safety hazards and technicians possess the necessary personal protective equipment (PPE)

Verizon - FIOS Installation Technician 2015-2016

Completed the installation of FIOS voice service, data service, and video service via the optical network terminal (ONT) and multiple dwelling units (MDUs).

Closely interfaced with customers to guarantee the highest level of customer satisfaction.

Verizon - Direct Marketing Center Analyst 2007–2008

Evaluated both customer and representative data using company database systems.

Verify the quality and integrity of each program.

Verizon - Customer Service Representative 2006–2008

Educated and provide outstanding service to customers about new company products and services.

Delivered customer assistance in reference to billing and other escalating issues.

Verizon - LiveSource Operator (411) 1997–2006 2008–2011

Collaborated within the customer and company database architects to ensure all data was correct.

Provided customers enhanced information services utilizing company database.

OTHER EXPERIENCE

Wakefern Food Corporation, Middletown, NY

Inventory, Shipping and Receiving Coordinator 1988-1996

TECHNICAL ACUMEN

Software

Microsoft Office (extensive) Microsoft Visio e-Vault Internet Explorer Cognos

Remote Desktop Connection Manager Juniper Pulse Cisco Jabba MobileIron WebEx

Verizon Database

SRM AMTS TEDS vSAP VSAT WFO BDMS Oracle VMlite Workbench National NJUNS

Operating Systems

Windows Android Mainframe CICS AS400

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