Customer Service Representative
Resume:
William M Smith
**** ****** *** - *********, ** *7804
865-***-**** – *************@*******.***
Mobil: 865-***-****
Profile
Skilled professional with a demonstrated track record of provisioning and troubleshooting product lines from installations and service orders. Accomplished in tier support and escalation of issues ensuring error free product utilization.
Experience utilizing various company related software such as Drum, to identify signal problems on the customer level as well as area wide issues.
Experience utilizing ATOM for equipment testing as well as current outages, and pool manipulation.
Create and manipulate work-loads for field operations to include proactively modifications as needed.
Routing and alterations of Field Tech schedules as situation dictates
VOIP provisioning and troubleshooting
HSI (High Speed Internet) installation, provisioning and troubleshooting
Extensive field technical experience in Dial tone, T1 and DS3 as well as implementing and routing for available installation slots as needed.
Experienced in T1 and DS3 multiplexing and de-multiplexing.
Experienced in CATV installation and disconnections
Provisioning Basic lines in DMS500 Switch as well as porting, adding- deleting call features as needed.
Education
Southern New Hampshire University Graduated - Oct 2018
Bachelor of Science in Information Technology
with a concentration in Telecommunications
LinkedIn Profile
https://www.linkedin.com/in/william-smith-a65908134/
Charter/Spectrum Communications Oct 2017 to Present
Maryville, TN
Broad Band Technician III
Audit Pre-Existing customers to ensure Network termination has occurred and to terminate when necessary.
Installation of Video, Dial tone, VOIP and HSI in the customers home as well as commercial accounts.
Troubleshoot problems in service delivery to include repair/replace defective cables and equipment as needed
Measure and Monitor system for appropriate signal levels, leaks and repair as indicated.
Provide customer education as needed.
Utilize company vehicle, tools and advanced test equipment for assigned jobs.
Charter Communications Aug 2015 to Oct 2017
Maryville, TN
Workforce Coordinator
Utilize DRUM and ATOM for equipment testing as well as current outages, and pool manipulation.
Routing and alterations of Field Tech schedules as the situation dictates
VOIP provisioning and troubleshooting
HSI (High-Speed Internet) provisioning and troubleshooting
Troubleshoot account conflicts with existing or new connections and to add or delete additional services when necessary.
Respond to email notifications appropriately in an accurate and timely manner.
Charter Communications Aug 2012 to Oct 2015
Birmingham, AL
Dispatch Representative II
Accept inbound calls from System Technicians, BBT’s or DOS regarding order completion, routing assistance or to resolve equipment issues.
Troubleshoot account conflicts with existing or new connections and to add or delete additional services when necessary.
Dispatch jobs for field technicians in assigned are to include verbal notification of modifications to assigned routes.
Charter Communications Sept 2007 to Aug 2012
Athens, AL
BBT II
Audit Pre-Existing customers to ensure Network termination has occurred and to terminate when necessary.
Installation of Video, Dial tone, VOIP and HSI in the customers home as well as commercial accounts.
Troubleshoot problems in service delivery to include repair/replace defective cables and equipment as needed
Provide customer education as needed.
Cox Communications Nov 2005 to June 2007
Warwick, RI
Universal Dispatcher
Performed as the liaison or point of contact for both the customer and field technicians regarding scheduled appointment or conflicts with the dates and time of schedule missed appointments
Manage available workforce deployment and scheduling as dictated by assigned routes and service outages, complete or modify work orders, summary reports and other record keeping tools
Provision and issue resolution in voice/data lines, including adding call features, porting lines as needed via DMS500 Switch
VOIP (Voice over IP) provisioning and troubleshooting
HSI (High Speed Internet) provisioning and troubleshooting
Metropolitan Life Insurance Feb 2004 to Nov 2005
West Warwick, RI
Customer Service Representative
Enrollment Kit Request
Policy Changes
Troubleshooting and management
Resolve Billing issues
Infinity Group Sept 2002 to Oct 2003
Birmingham, AL
Claim Rep I / Customer Service Representative
Underwriting
Process office and adjuster assignments based on locations or on loss basis.
Process Endorsements or changes in personal automobile insurance policies to include adding/removing vehicles, drivers and changing coverage limits as required.
Diagnose and resolve conflicts in billing, coverage limits, and vehicular requirements as needed.
WorldCom March 1999 to April 2002
Telecom Technician/Dispatch
DSL Service Schedule/Dispatch
Schedule and dispatch Field Technicians for installations and disconnects as needed
Utilize available software to coordinate daily routing and field work to ensure timely and conservative use of available work force
Utilize available software to provide circuit and other pertinent information to field technicians as needed.
Daily customer contact to schedule installs and provide order and installation information as needed.
Circuit Order Provisioning as needed for installation or Circuit Cut over
Coordinate Local and Long-Distance activity for Trouble Calls, Installations, disconnections and occasional routing as needed
Create daily order status reports and evaluate upcoming, due and overdue orders.
Utilize various test equipment for circuit completion or trouble isolation.
Utilize 1.0 and 3.0 DCCS for circuit building and grooming.
Fiber Optic Coax installation termination and testing.
Provide daily dispatch assistance as needed.
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