Customer Service Engineer

SHERRIE M. ROBINSON **** CHRISTIE LANE Charlotte, NC 28217

*********@*********.*** Home: 704-***-**** Cell: 704-***-****

INFORMATION TECHNOLOGY SUPPORT

NETWORK – TCP/IP Protocol Suite, Network TOPOLGY, PHYSICAL AND LOGICAL VIRTUALS BUILT

FOR ETHERNET AND ATM (A2E, POINT TO POINT), pinging IP addresses, MSS M6 Spreadsheet Analyst

for Network Element Sites, entering EWO’s and ISR’s, completing APP, LP, DUE DATE TASKS

Technical / Computer Skills – Comprehensive knowledge of mechanized electronic circuit design

loaded by Oracle. Computer skills include Microsoft Office Suite, Navigate and

TELECOMMUNICATIONS – An effective communicator with excellent customer relations abilities.

Expert in order processing, payment arrangements, scheduling connects/disconnects, assisting electronic

technicians, testing technicians, and conferencing calls between several departments to resolve and

achieve goals. Demonstrated ability to train and assist co-workers as needed.

DATA – ALPHA AND NUMERIC ENTRY (10,000), 10-KEY (10,000), INTO EXCEL

SPREADSHEET, SCANNING AND SAVING INTO PDF DOCUMENTS, EDITING,

MANIPULATING, RESEARCH, MAINTENANCE, FILING AND FOLDER CREATION,

QUALITY AS WELL AS QUANITY ALL FOR DIFFERENT DATABASE LOADING

SPECIAL SKILLS AND ABILITIES

LAN AND WAN KNOWLEDGE CUSTOMER SERVICE

CIRCUIT DESIGN ALL HANDS ON EXPERIENCE

OFFICE EQUIPMENT KNOWLEDGEABLE Voice over IP (VOIP)

PROVISIONING SPECIALIST EXCELLENT QUICK LEARNER

Detail-oriented

MULTI-TASKER, MOTIVATOR

QUICKBOOKS KNOWLEDGE ORDER ENTRY

EDUCATION / PROFESSIONAL TRAINING

FASHION MERCHANDISE CERTIFICATE – AMERICAN BUINESS & FASHION INSTITUE,

CHARLOTTE, NC

COMPUTER TECHNOLOGY INTERGRATION - CONCENTRATION IN NETWORK

ADMINISTRATION AND INFRASTRUCTURE CPCC, CHARLOTTE NC

MAY 7, 2012 TO PRESENT (acquiring 2 year ASSOCIATES)

CONTINUOUS ONLINE SELF STUDY CLASSES

CAREER HISTORY

2013 8/2013 Telics (AT&T)

Contractor, Project Specialist Manager – Outside Plant Engineer

2012 2013 Teksystems (WINDSTREAM)

Contractor, MSS-M6 Analyst AND LOGICAL PROVISIONER

2000 -- 2012 AT&T, Charlotte, NC

PROVISIONING SPECIALIST

1998 -- 2000 AT&T (BELLSOUTH), Charlotte, NC

ACCOUNTING CLERK/OFFICE ASSISTANT

1998 – 1999 CREDIT SYSTEMS, Charlotte, NC

CUSTOMER SERVICE REPRESENTATIVE, CHARLOTTE, NC

1997 – 1997 FIRST DATA CORPORATION, Charlotte, NC

CREDIT CARD ACCOUNT REPRESENTATIVE

1996 – 1997 FINANCIAL PROCESSING SERVICES, CHARLOTTE, NC

DATA ENTRY OPERATOR

SHERRIE M. ROBINSON Page Two

CAREER AMPLIFICATION

AT&T (CONTRACTOR), CHARLOTTE, NC

As Project Specialist Manager – Design T1’s and T3’s by providing assignments to

all Central Offices manages muxes, cable n pair, copper extensions,cross boxes,

terminals, and issuing the Engineer Dpros, running numbers in adtran to determine 2

or 4 wire is needed

WINDSTREAM (CONTRACTOR, Matthews, NC

As MSS Analyst & Logical Provisioner - Create, design physical and virtual circuits

for network elements: dslams, aggregators, Ethernet switches, switch-Juniper

routers, setting the max subs and bandwidth, engineering the actual paths within

the network, verifying the condition codes and port naming standards and

making sure the IP address is pingable. Enter new ISR orders for each new

network element dslam as needed. Interfaced with the NOC, CIRCUIT DESIGN,

TRANSPORT ENGINEERS and BROADBAND DEPARTMENTS in order to complete

my work tasks functions.

AT&T, Charlotte, NC

As PROVISIONING SPECIALIST – Responsible for circuit design orders, that needed special

equipment as in; dso’s,ds1’s, frame relay,ds3’s, oc3’s,oc12’s,oc48’s, clec, pots, metro-e’s, ico, cross-

boundary, switches, cisco routers, cable-pair at the same time providing excellent internal and external

customer service for testing and electronic technicians, engineers, circuit capacity management,

department managers to resolve escalated trouble tickets that are imputed into mechanized ticketing

system for designing errors and customer outages that need to be back up and running in a timely due

dated manner along with pulling query reports for work load. Taking responsibility and work ownership of

any circuit design order that was called into the group acd phone line for corrections and updates. By

escalating and conferencing all internal and external departments to resolve the issue at hand for the

customers. Database maintenance for testing equipment reserved, channelized and non-channelized

carriers, independent carriers on a daily basis.

AT&T (BELLSOUTH), Charlotte, NC

As ACCOUNTING CLERK/OFFICE ASSISTANT – prepared and analyzed administrative reports;

maintain records, operate a variety of mechanized systems, office and business machines to perform

work functions as electronic accounts receivables, check encoding machines, posting machines, key

scan and key entry systems, check handling equipment, facsimile machines, copiers, printers, and

scanners. Researched, entered and resolved large accounts received that needed special handling. Cash

handling for accounts that received cash through incoming mail and was responsible for counting, logging

and entering into safety lock box as instructed. Extreme use of data entry, 10-key and typing at any task

of the job. .

CREDIT SYSTEMS, Charlotte, NC

As CUSTOMER SERVICE REPRESENTATIVE – PROVIDED EXCELLENT CUSTOMER SERVICE

FOR VIRGINIA POWER ELECTRIC CUSTOMERS ON ACCOUNT BALANCES, SCHEDULING

PAYMENT ARRANGEMENTS, DISCONNECTS AND NEW ACCOUNT SETUP. .

.

FIRST DATA CORPORATION, CHARLOTTE, NC

As CREDIT CARD ACCOUNT REPRESENTATIVE – Successfully handle transactions, payments,

and approvals for credit cards for PNC BANK thru inbound call center operations. Verifying available

credit amount left and giving the balance on every call. Finishing the application for new accounts set-up

and clarifying any discrepancies.

FINANCIAL PROCESSING, CHARLOTTE, NC

As DATA ENTRY OPERATOR – PROCESSED AND BILLED CC AIR AIRLINE TICKETS IN THE

accounting department with extensive data entry and 10-key of over 500 tickets a day. Making sure the

correct airline, hub, departing-arriving city and ticket amount was entered correctly.

Contact this candidate