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Customer Service Manager

Rancho Cucamonga, CA
November 15, 2018

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Steven Barton

**** *. ****** **. – Ontario, CA **764 – 909-***-**** –


Excellence in Strategic Planning, Team Building, Supervision, Project Design & Customer Services CORE COMPETENCIES

Uniquely qualified, with a solid record of leadership in ensuring cost-effective, efficient Infrastructure Architecture, Secure Cloud and On-Premise Data Center Operations, Testing, Risk Management and Process Improvement. Deep expertise in Next-Generation Architectures within sophisticated corporations. Proficient in Presentation, Deal Structuring, Negotiation, Vendor Relations, Delegation, Alliance Formation and Change Management to offer Outstanding external and internal Customer Experience. Adept in full-cycle management from Order to Fulfillment. Forge productive partnerships among stakeholders, collaborating productively with senior decision makers.

Expertise includes Data Networking, Unified Communications and Security. An effective Leader and Motivator; spearhead ambitious projects, drawing upon proven skills in Cross-Functional Team Building and Training. Apply Organization-Wide Resources, innovating solutions and promoting Best Practices. Technical Skills: CISCO Networking, TCP/IP, BGP/OSPF/EIGRP, VOIP Networking, IPT, LAN/WAN/VLAN, Time Division (TDM)/Fiber/Frame Relay. DS-0 through OC-192 transport levels. LNP/e911/800 and DID trunks. Tivoli, Netcool, SolarWinds monitoring tools. Produce milestones, timelines and metrics for Time-Sensitive, Cost-Effective Deliverables.

Thrive in challenging, dynamic environments, applying the full spectrum of proven capabilities, to make key contributions to corporate profit improvement.


TelePacific (Now TPx Communications), Los Angeles, CA (2013 – 2016) Progressive accomplishments within a provider of managed services, including IT, unified communications and connectivity, with an emphasis on cloud and business continuity, security and proprietary software. Promoted and given greater scopes of responsibilities due to outstanding professionalism and performance. Project Engineer

Led successful design, implementation and deployment of customer management applications from assigned orders for voice, data, internet and VoIP products, collaborating cross-departmentally to ensure outstanding project management. Trained, mentored & supervised team members, inspiring each to achieve personal best, emphasizing outstanding service, contributing to sales and business expansion. Identified individual strengths, assigning and scheduling tasks accordingly. Key Achievements

Made exceptional contributions to improving systems design and support, producing detailed component specifications.

Significantly enhanced efficiency, diligently updating tracking systems, ensuring accurate, comprehensive project status maintenance, including third party management systems.

Promoted a strong culture of customer success management, serving as effective liaison, promptly and conclusively resolving escalated issues for customers and vendors.

Continually evaluated opportunities, risks and challenges, innovating value-added concepts to enhance revenues. Network Operations & Premier Technician

Excelled in prompt analysis and resolution of diverse events as well as customer service and field technician issues. Tested systems and isolated issues with copper and fiber circuits (DS-0 through OC-192) as well as voice, video and data network services. Troubleshot TDM/MPLS/SONET Networks, including Cisco routers and switches Key Achievements

Contributed to systems architecture, design and review, improving functionality, providing guidance and information to support consistency of vision with business objectives.

Gave customer service issue resolutions the highest priority, engaging appropriate engineers, conducting relevant research, collaborating in implementing conclusive solutions.

Ensured prompt continuity and recovery, providing targeted response to resolve outages and other major incidents on network technical bridge calls.

Steven Barton


Time Warner Cable (Now Spectrum), El Segundo, CA (2009 – 2012) Network Operations Center Technician Contributed to customer support and satisfaction within the nation’s second largest cable company. Analyzed and resolved events for network migrations, ensuring cutting edge video, internet and voice services. Key Achievements

Excelled in turn-up, testing and surveillance of fiber optic rings, voice cell infrastructure for Verizon Wireless and T-Mobile cell tower traffic.

Tested and troubleshot DS-0, DS-1, DS-3 and SONET/DWDM OC-12/OC-48/OC-192 fiber rings, optimizing capacity during a period of rapid increase in client base and consumer use. Prior

Two Roads Professional Resources, Huntington Beach, CA (2008) Sr. PC Field Maintenance Technician Fones4All, Woodland Hills, CA (2006 – 2007) Central Office Switch Technician XO Communications (formerly Allegiance Telecommunications), Santa Ana, CA (2000 – 2005) Installation & Field Technician


West Los Angeles College, Culver City, CA


Cisco Networking Academy – Computer Sciences

New Horizons Learning Center, San Bernardino, CA


CCNA Network and Security

New Manager Fundamentals, LinkedIn

Southern California Institute of Technology, Santa Ana, CA Certifications

Computer Engineering and Digital Electronics

General Telephone of California, Monrovia, CA


Theory of Operation of Central Office Switching

Data & Voice Transmission

Switch Translations

Telephone Networks & Cabling

Community College of the Air Force, Maxwell AFB, AL Certifications

Electronic Theory

Air Traffic Control Radar & Associated Systems

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