Customer Service Manager

Terry Neel

*** ************* **. ******** ** ****8

817-***-****? Email: ******@*****.***

Career Profile

? Results -driven Customer Service professional with a "can-do

attitude," extensive experience as Installation Specialist/Project

Manager within the Communications Industry, and a record for designing,

installing, and upgrading systems for large commercial and industrial

accounts.

? Exceptional people skills: build/maintain professional

relationships, networks, partnerships, and alliances with all levels of

management and customers, clients, and peers from diverse backgrounds.

? Strong communicator: develop/deliver clear and concise presentations

depicting action plans for resolving critical issues for technical and

non-technical audiences.

Technical Skills

? AC/DC Electronics ? SL-100 Translations ? Digital

Switch Installation

? Battery Maintenance ? PBX/Key Systems ? DMS-250

Translations

? SL-100 Maintenance ? DMS 10 ? T1/T3 Metro-E

? ST/SC/LC Fiber ? RAID ? SCSI

? UPS ? Ethernet ? Fast Ethernet

? Gigabit Ethernet ? Networked Printers ? Desktop

? Servers ? Cable/DSL ? CSU/DSU

? Token Ring ? SIP ? H 323

? AC/DC Power Plants & Rectifiers ? Nortel/Avaya/NEC PBX, Routers,

& Switches

Professional experience

Verizon Communications - Irving, TX December 1998 to Present

Communication Technician

Worked closely with managers and users of large commercial and industrial

accounts, evaluate immediate/long-term communication needs. Design,

install, maintain, and upgrade sophisticated systems that achieve

productivity projections. Perform root-cause analysis for system errors.

Troubleshoot software and initiate action plans to quickly resolve problems

and minimize downtime. Customers include: Lockheed Martin, Bombay

Corporation, Triad Financial, CSC, Greyhound of Dallas, Leggett & Platt,

Northrop Grumman, Six Flags, Hurricane Harbor, Mary Kay, FBI, FAA, Texas

motor speedway and Verizon Corporate.

? Consistently recognized by managers and customers as a high-tech,

goal-oriented professional with a "can-do" attitude, superior work ethic,

and the willingness to work as necessary to achieve goals.

? Planned and executed projects for the installation and maintenance of

CS1000M Call Servers, Windows 2003 Call Pilot Server, Windows 2003

Contact Center Server, Business Communication Manager, VOIP phones, and

various key systems such as Nortel Norstar,BCM50 and Avaya IP Office 500,

and Call Center Professional Services.

? System required knowledge of Telco Central Office equipment and

familiarity with Nortel and NEC Frames wiring/equipment.

? Setup, administered, and repaired T1, HDSL, and ADSL digital and

analog circuits. Established Centrex, CAMA, ISDN, and POTS for

businesses and residential properties, ensuring compliance with wiring

color codes that support Major Telco provider copper plan/fiber.

? Familiarity with VTP, VLAN, and Intervian routing 802 1q trunking.

Integrated TDM systems with IP based systems.

? Project Lead: Managed 24/7 telecommunication operations specializing

in the installation of Nortel and NEC PBX systems. Distributed/monitored

workflow ensuring quality standards and superior customer service.

Trained and supervised Technicians. Oversaw inventory control.

.

Education and professional development

Graduate of Burleson High School

1978

? CISCO Network Fundamentals ? CISCO CCNA Boot Camp

? NEC Unified Solutions IPX, IMX, IMG

? Cassidian Patriot Installation & Maintenance/Admin

? MS Windows Server 2003/Exchange Server 2003

? NCTS Certified Converged IP Telephony Solutions Specialist

Avaya Training:

? Voice Over Internet Protocol ? Callpilot Installation and

Configuration

? Multimedia Communication Server ? Symposium Call Center Server

Scripting

? Contact Center Manager Installation and Configuration

? Communication Server1000 Install/Administration/Management

VZLearn Training:

? Decision Making Skills ? Making Team Decisions

? Making Group Decisions ? Solving Problems Logically

? Problem Solving As A Team ? Harnessing Innovation Within Teams

? Writing Effective Emails ? Windows XP Professional

? Oasis ? Router Fundamentals

? Verizon Business IP Network ? Nortel DMS-500 Overview

? The ABCs of IP ? ISDN Basics

? Introduction to Personal Computers: Using Windows XP

? Integrating Your Business Systems with Microsoft Office Professional

Edition 2003

NCSS Certifications:

? VoIP BCM Installation & Maintenance ? Call Pilot Installation

& Maintenance

? Communication Server 1000 Administration

? Contact Center Manager Installation & Maintenance

? Contact Center Manager Technical Support Specialist

? Communication Server 1000 Installation & Maintenance

Contact this candidate