Manager Customer Service
Resume:
Eugene S. Crawford
Gloucester City, NJ. 08030
Phone: 856-***-****
Email: ******@*******.***
Telecom Network Operations Supervisor
Motivating people and teams to efficiently deliver excellence and exceed customer expectations.
Site Supervisor with experience in network provisioning and maintenance processes. Working knowledge of network components, routers, multiplexers, bridges and switches. Supervised, trained, motivated and mentor diverse, unionized groups. Proven commitment to quality, customer service and getting the job done on time in a fast paced. Cost constraining environment. Proficient in the following:
. Copper and Fiber Splicing Installing Cat5E, Cat 6, and Fiber
. T1 Lines Cable Racks and Patch Panels
. Process Improvement
. Employee Performance
. Coaching/ Training
Professional Experience
Consolidated Railroad 01/2013 – Present
Signal Maintainer
Install and Adjust Switches
Install cable for railroad crossings
Use TS 1500 meter to check my readings and to isolate the trouble
Maintained lights, crossing gates, and bonds at railroad crossings.
Install track wires, shunt wires to properly detect trains.
Conduct monthly, quarterly, and yearly testing according to Federal Railroad Association.
Reading Blueprints.
Consolidated Railroad 07/2011 – Present
Electronic Specialist
Perform Tier 1 support for Train Dispatchers, Yardmaster, and Trainmasters
Monitor the Arinc System for safe passage of trains. Check for alarms and place on cell back up if needed.
Run overtime list if there are false activations at railroad crossings.
Monitor the Avtec radio system.
Open and close tickets accordingly and follow up to ensure that the trouble is handled accordingly.
Verizon Communications
Local Manager - 2006-2010 Springfield, PA.
During my stint at a Manager I manage 5 different garages, (Hatboro, State Rd, Fort Washington, Bryn Mawr, and Springfield).
I serve as a Cable Manager, Fios Manager.
Manage job Load and dispatching work to technicians.
Performed safety and Quality inspections while technicians performed job tasks.
Provide coaching, training and monthly evaluations.
Organize all training classes for technicians. Examples, safety classes, on the job training and first aid training.
Conduct monthly training and document all training in technician’s folders.
Handle grievances with the union and discipline issues as they arose for non-compliances.
Proficient in Microsoft Applications, Work Brain, and Work Bench.
Perform Project Management functions. (Examples, Meeting with engineers to discuss how the cable will be run in businesses and apartment complexes).
Drive productivity and emphasize on driving down occupational, and vehicle accidents.
Drive revenue for the company by selling voice, internet, Fios video, data, and voce, and DSL service.
Organize Sell One More events in local communities, schools. To advertise the company products. Personally sold 5,500.00 in 2010 for Verizon and my group as a whole sold close to 35,000 for the year 2010.
Verizon Communications
Cable Splicer - 03/2003 – 06/2006 Philadelphia, Pa.
Splice both fiber and copper cable using the 710 splicing machine or a fusion splicing machine for fiber.
Repaired T1 and ISDN lines, cable cuts, and air dryers.
Repaired cable and splice cable from size 50 pair to 3,000 pairs. Worked on both paper and pic cable.
Use test sets such as a Break Down set, 965, Side Kick meter, Colt meter for testing DSL Lines, and a Fluke meter.
Use materials such as J-Hooks, cable Racks, and splice cases.
Worked in confine spaces and manholes, CEV Vaults and also worked off ladders and aerial trucks.
Verizon Communications
Maintenance Administrator - 02/2000 – 03/2003 Lansdowne, Pa.
Work in Call Center Answered 150 calls per day for both residential and business customers.
Received trouble reports, trouble shoot with customers, tested lines and circuits. Resolved 25% of the calls to prevent unnecessary dispatches.
Provisioned customer’s lines with calling features. (EX. Voicemails, Three Way Calling, Caller I.D. and Call Forwarding).
Transferred customers to correct departments.
Military Service – 08/1990 – 09/1994
Artillery- Rank E-4 Specialist
Provision fuses for artillery rounds. Acted as a gunner to enter correct coordinates for the projectile. Performed daily maintenance routine on the 110 howitzer.
Served 1 year in the Persian Gulf War.
Education / Professional Certifications
A+ Certification – Nashville State Community College, Taking in Philadelphia, Pa.
AS Business Management – Pierce College, Taking in Philadelphia Pa.
High School Diploma, Edward Bok High School, Taking in Philadelphia, Pa.
Skills Summary
WFA – DO, Boss, V – Repair, Work Bench National, Same time, Split Banks, HDSL, MLT,POTS, Special Service such as T1 LINES, DSL Service with speeds of 3MEGS, 7megs, AND 15 MEGS, Fios Service, DTI, AND IVAPP and Microsoft suite.
Network and PC Components – PC Routers, LAN Topology, Ethernet, ONT, and Network Interfaces, Terminals Sac Boxes, Fiber Hubs and Pedestals.
Windows word, Excel, Power Point and Lotus Notes and Outlook.
Verizon Certifications
Basic Telecommunications
Basic Electricity 1-3
Fault Finding
Basic Splicing
Complex Splicing
Fiber Splicing
Installation and Maintenance
T1 Fundamentals and Loop Carrier
Fios Trained
Ladder and Gaffing Certified
Aerial Lift Certified
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