Customer Service Manager

Tamica Brown ******@*****.*** 404-***-****

EDUCATION

Networking Technician Certificate Cisco Academy, College of Dupage

Bachelor of Science – Business, Information Systems Drake University

QUALIFICATIONS

Thirteen years of technical customer service, four years of account management / project management experience

Excellent written / oral communication, rapport building and interpersonal skills; extremely fast learner

Knowledge of T1s, Data Circuits (ISDN, DSL, and Fractional T1s) POTS lines and other transmission mediums, customer

premise equipment (KSUs, line-share devices, auto attendants, etc.) and inside wiring requirements

Microsoft Office (Excel, Word, Access, PowerPoint, and Visio), Remedy, Vantive, Salesforce.com, Citrix Management

Console, Nortel VPN, Cisco VPN, MobileIron, all Internet and email software, Windows and Mac OS, Active Directory,

RSA Ace Server Administration, Blackberry BIS /BES Admin, Windows Mobile, IOS, Android OS and Citrix Receiver

for IPhone/IPad, Wi-Fi, Wireless LAN

WORK EXPERIENCE

IBM (contract) Smyrna, GA 11/2012 – 11/2013

Mobility Device Manager

Responsible for managing mobile device inventory and all deployment projects • Develop and maintain complex

Excel documents to track repair vendor inventory • Established and documented quality control standards saving an

estimated $10K in the first 3 months • Ship replacement devices to field technicians according to SLA • Ensure correct

applications are installed on mobile devices prior to deployment • Act as primary liaison to PDA repair vendors • Track

and reconcile repair vendor invoices

Cox Communications (contract) Atlanta, GA 7/2012 – 11/2012

Wireless Analyst

Managed new activations, upgrades and feature changes • Troubleshot issues on Android, IOS and Blackberry devices •

Open, update and close tickets using Axiom/Remedy • Responsible for shipping, receiving and device pickup •

Represented the Wireless Communications Manager during conference calls, meetings and presentations • Processed

monthly carrier billing in access of $1M using advance excel techniques • Enforced wireless user policy and handled any

escalations • Provided white-glove service to executive users • Assisted the Wireless Communications Manager with

device upgrade projects

Goldman Sachs (contract) Salt Lake City, UT 9/2010 – 2/2012

Mobile Provisioning Team Lead

SME for mobile support and mobile provisioning • Provided direction and training for peers and team members • Act as

main Vendor/Carrier Liaison • Main point of contact for local tech groups, Business unit reps and management regarding

mobile equipment and services • Responsible for shipping, receiving and inventory management • Responsible for carrier

invoice analysis, auditing and error resolution • Created and defined processes to ensure compliance and cost reduction for

30,000 users • Act as internal helpdesk and mobile provisioning escalation for mobile device and carrier issues • Request

and validate vendor equipment / service proposals • Manage all hardware and carrier initiative projects • Generate reports

and presentations • Facilitate meetings and trainings as required

Tamica Brown ******@*****.*** 404-***-****

US Cellular Bolingbrook, IL 10/2009 – 8/2010

Data Technical Support Representative

Assisted end user to resolve issues with Smartphones (BlackBerry /Windows Mobile/Android) and Mobile Broadband

using deductive reasoning and troubleshooting • Use BlackBerry BIS Admin tools to correct email, software, and

provisioning issues • Assisted with end user billing issues • Utilized Remedy software to track trouble tickets from open to

completion • Supported engineers and IS by locating and tracking network outages • Effectively listened and used

conversational clues and active listening techniques to deescalate customer issues and complaints

UBS (contract) Chicago, IL 4/2006 –9/2009

Senior Remote Services Analyst

Provided 3rd level support to global executive users via phone, chat, and email • Troubleshot Nortel VPN and Citrix client

connections and Citrix based Remote Desktop connections to the bank network • Reset and unlocked Active Directory

passwords and escalated profile issues • Provided software support for MS Office, Outlook and other proprietary and

function specific products • Supported blackberry and PDA users • Documented new processes and updated existing

procedural documentation • Train and mentor junior analysts

Spotwave Wireless Hoffman Estates, IL 5/2005 – 11/2005

Technical Project Specialist

Planned, budgeted, and managed system installations and MACs for assigned accounts • Supported Carrier Sales Director

by hosting technical sales presentations and assisting with technical aspects during biding and performing site surveys •

Worked with Landlords to procure site access • Drafted sales quotes / bids based on system design and account

specifications • Acted as main point of contact providing pre / post-sales support via phone and email • Provided post-

sales technical support including on-call rotation

Alltel Communications Phoenix, AZ 8/2004 – 5/2005

Wireless Support Representative

Troubleshot wireless connectivity, voicemail, and call clarity issues via phone and email • Used software interfaces to

update, correct, and set up voicemail and switch services • Acted as an escalation point for issues and complaints

CrossCom National, Inc Buffalo Grove, IL 3/2001 – 6/2004

Technical Account Manager

Troubleshot / diagnosed telephone equipment issues with technicians, and corporate telecommunications personnel via

phone and email • Dispatched and monitored independent contractors as needed • Acted as Subject Matter Expert for

assigned accounts • Responsible for billing and billing error resolution • Created and delivered telecommunications

training classes for customer help desks • Designed and implemented customer service protocol for assigned accounts •

Managed and monitored projects account specifications

XO Communications (contract) Oakbrook, IL 8/2000 – 2/2001

Service Delivery Project Manager

Managed T1 and Integrated T1 projects and installations including post-install contact • Managed client business needs

including initial network setup, telecommunications systems and business solutions • Ensured accuracy of site engineering

and provisioning data • Worked with circuit design, provisioning and field technicians to resolve installation and technical

issues • Monitored and scheduled local technicians

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