Customer Service Field

Jeffrey J. Wolf

W**** Zimmerman Drive § Beaver Dam, WI 53916 § ' 608-***-**** § * *******.******@*****.***

Field Service Engineer

Energetic, resourceful, and results-driven individual with strong qualifications and experience to lead and support field service activities/projects involving the troubleshooting, repair, installation, and preventative maintenance of equipment and systems. Skilled at working effectively both independently and as part of a team to complete all tasks and responsibilities accurately, on-time, and with quality workmanship. Utilize well-developed interpersonal and communication skills to build productive working relationships with co-workers and company management.

Areas of Strength

§ Equipment Maintenance / Repairs § Employee Training/Supervision § Professional / Service Oriented

§ Project Management / Facilitation § Highly Reliable and Dependable § Strong Decision-Making Skills

§ Troubleshooting/Problem-Solving § Understand/Follow Instructions § Mechanical/Technical Aptitude

§ Adaptable / Flexible / Accountable § Customer Relationships/Rapport § Prioritizing Work/Multi-Tasking

Professional Experience

Senior Field Service Technician / Lead, Black Box Corporation, Madison, WI 1998 – 2019

Fully accountable for demonstrating leadership, strong communication and customer service skills, and excellent technical and problem solving abilities to oversee and complete customer projects involving the troubleshooting, testing, maintenance, servicing, and installation of equipment and systems. Leveraged knowledge and skills with various devices/tools to test, diagnose, and resolve complex mechanical, hardware, software, and system failures.

Quickly addressed customer needs and requests, resolved any issues or concerns in a timely manner, adhered to all customer service standards and procedures, and consistently delivered complete customer satisfaction.

Served as a subject matter expert and point-of-contact as needed on escalated technical issues and problems due to experience and a willingness to devote the time required to investigate and determine the best solution.

Identified and provided additional assistance and support to the business, customers, and other team members including training and mentoring field technicians as needed and supervising and managing multiple projects.

Established a reputation for professionalism, hard work, and reliability, consistently maintaining a high level of productivity, and for understanding new equipment, systems, and products to produce excellent results fast.

Demonstrated excellent organizational, time management, and multi-tasking skills with ability to prioritize tasks while utilizing strong interpersonal and communication skills to interact with customers and team members.

Upheld a positive image of the company while actively contributing to customer service objectives and quality standards by evaluating results, addressing needs, and analyzing/responding to customer and team feedback.

Continually develop and utilize skills and knowledge with PBX, voicemail servers, communications, and other equipment including Unify (Siemens) HP4000, Cisco 9006, HiPath 3000, AVST, Avaya IP Office, and Mitel.

Recognized by management for anticipating problems, presenting effective solutions/recommendations, team collaboration and leadership, exceeding work expectations, and consistently delivering outstanding results.

Education

High School Diploma – General Education Studies, Oconomowoc High School, Oconomowoc, WI

Certifications / Training:

CCNA / Cisco Certified Network Associate I, II, III, and IV, Madison Area Technical College, Madison, WI

PBX Manufacturer Certifications (Multiple), Product Specific Training, Problem Solving, Troubleshooting

Computer / Equipment: Microsoft Office, Hardware, Software, Systems, Servers, Testing Devices, Telecom

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