Customer Service Engineer

L ISA KAPOOR

**** ******** ********, ***** * L-**120.

Primary: 815-***-****.

**********@*****.***

Summary of Qualifications:

● Answer incoming calls, open t rouble tickets, and diagnose issue in timely manner according

to company SLA.

● Provided Level 1 & 2 technical support

● Troubleshoot, analyze, resolve, t rack, escalate and accurately document various technical

p roblems

● Assist and document customer with variety of problems.

● Proactively update all tickets in work queue.

● Monitored networks using Cit rix, worked with Remedy system.

● Experienced customer service specialist seeking to apply my skills with people in customer

service role to solve tough problems.

● Able to handle large call volumes.

● Can accommodate f lexible work hours.

● Bachelors of Science in IT.

Professional Experience:

06/2012 – Present: H omemaker and pursuing education in Project Management

A T&T I nc., Specialist-Network Support (AT&T I nc.,) 03/2006 – 06/2012

● First and single point of contact for all customer issues.

● Pushed customer issue forward to resolution meeting SLA requirements.

● Escalated to appropriate Telcos or I LECs to t roubleshoot and isolate carr ier t rouble.

● Used t roubleshooting skills such as ping and loop testing to isolate between carrier or CPE .

● Used cross reference skills to gather information between different systems such as

Remedy, Cit rix, WFA, Greta, and Thinclient.

● Multi tasked to provide customer status, perform circuit testing, escalate, and resolve

issues.

AT&T I nc., T eam Leader 09/2001 – 03/2006

● Managed workloads for over 20 network support engineers.

● Coordinated t raining and tools for engineers.

● Managed and created projects and procedures.

● Responsible for all 2nd and 3rd level escalations within department.

● Coordinated all ATT entities needed to resolve customer issue.

● Advised and work with Management to improve processes or policies.

● Structured work environment to ensure timely repairs.

AT&T I nc., T echnical Support Engineer I 01/2000 – 9/2001

● Used company tools and analysis skills to t roubleshoot and isolate customer issues.

● Effectively manage heavy workloads.

● Resolved complex data communication issues.

● Assisted in identifying global network outages.

● Notified appropriate customers and ATT managers.

● Used company applications to open customer t rouble reports and update case with detailed

documentation.

E ducation: University of I llinois, Chicago, I L.

Bachelor of Science - Major: Information and Decision Science.

Contact this candidate