Customer Service, Field Engineer, Project Manager, Project Coordinator

ARSEN STEPANOV

* ******* *****

Baltimore, MD *1234

410-***-****(home)

443-***-****(cell)

E-mail: *******@*******.***

Summary Multilingual, motivational and participating

leader with over 15 years of

demonstrated experience in

communicating procedures and encouraging team

spirit. Skills include customer

service and support, troubleshooting and crisis

management.

General Experience

. Managed production line, customer service and retail sales operations.

. Interacted with sales, customer service, accounts payable and real

estate departments.

. Coordinated communication between external customers and company.

. Met with customers to evaluate their needs.

. Utilized customer service and public relations skills to develop

successful business relations.

. Researched and resolved escalated customer complaints.

. Maintained inventory and supervised shipping, receiving and purchasing

of products.

. Prepared and delegated work assignments to ensure timely and accurate

completion of workload.

. Motivated and trained individuals, providing necessary tools and

procedures to accomplish company goals.

. Interacted with vendors and set up dates for job completion

. Contacted and hired contractors while controlling the quality of their

work

Employment:

Field Project Engineer

2003- 2014 Aquis Communications, Inc Baltimore, MD

Responded to trouble tickets in a timely manner and work to its resolution

and customer satisfaction. Provided support to BayHealth Medical Center,

Christiana Care Health System, Walter Reed National Military Medical Center

and MedStar Health with their respective emergency response systems.

Planed and oversee site installations. Provided maintenance and repair of

transmitters. Performed remote troubleshooting and/or restoration for out

of service sites and terminal's ports and trunks. Managed company vehicle

maintenance and upkeep.

. Provided technical support for Customer Service personnel

. Identified POTS, T1, DID and data circuit failures and coordinate

investigation and service restoration with Verizon, American

Telesis and other providers

. Provided accurate and timely updates to the Customer Service on-

call personnel

Regional Engineer

2002-2003 Network Services LLC Baltimore MD

Controlled service, maintenance and repair of transmitter sites in MD, VA,

DE and DC. Communicated with sales, customer service, account payable and

real estate departments. Maintained company vehicle.

. Troubleshoot and solve customer complaints

. Identified and solved coverage problems

. Prepared site survey and supervised equipment installation and/or

removal

Network Operations Manager (Global Technical Support Center)

2001 TyCom Ltd Baltimore MD

Coordinated communication between external customers and the company.

Managed the process of trouble calls to customer satisfaction and

completion. Controlled repair and return service and provide customer

service and support.

. Supervised specialists in customer service, technical support and repair

and return areas

. Researched and solved escalated customer complaints

. Served as a first point of contact for approximately 200 cable station

technicians around the world

Field Engineer

1999 - 2000 TSR Wireless, LLC Richmond, VA

Directed communication between sales, customer service and engineering

departments. Provided service, maintenance and repairs of paging

transmitters. Managed company vehicles maintenance and repairs

. Supervised field technicians

. Troubleshot and resolved customer complaints

. Prepared new site surveys and equipment installation

Office Manager

1997 - 1999 TSR Wireless, LLC Baltimore, MD

Managed production line, customer service and retail sales operations. Was

responsible for shipping, receiving, and inventory.

. Supervised a team of pager repair technicians, customer service and

programming specialists, retail sales representative and inventory,

shipping, and receiving clerk.

. Coordinated communications between resellers, outside sales

representatives and office personnel

. Controlled repair of Motorola, Uniden, NEC and Panasonic pagers

Education: National Aviation University 1992 Kiev, Ukraine

. Bachelor of Science Degree in Engineering, Major in Aircraft

Radioelectronic Devices

Computer skills: Working knowledge of MS Office, Procomm Plus, Oracle

and Clientele database

Languages: Speak and write English and Russian fluently, read

and understand Georgian and Ukrainian

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