Customer Service Technician

May **** to Current Carter Bros. / AT&T Digital Life Hanover, MD Lead Technician Installed and removed Digital Life systems, including pulling wire, device termination and mounting back boxes.

Documented and reported each installation in company log book.

Tested backup batteries, keypad programming and sirens to diagnose malfunctions.

Allen Pierce III

1534 Argyle Ave Baltimore, MD 21217 Home: 443-***-**** Cell: 443-***-**** *********@*****.***

Seasoned Network Communication and Security Technician with more than 12 years in cabling infrastructure installation. Thrives in a deadline-driven environment. Also, has an extensive installation and repair background. Thorough knowledge of both residential and commercial security. Hard worker who quickly masters new skills and systems.

Conflict resolution

Career Overview

Core Strengths

Accomplishments

Work Experience

Strong organizational skills

Creative problem solver

Listening skills

Excellent communication skills

MS Windows proficient

Fast learner

Courteous demeanor

Strong client relations

Energetic work attitude

Customer service

Mediation

Promoted to Lead Cable Installation Technician after just 3 months of employment.

Responded to and resolved an average of 3 field service requests per day.

Read blueprints, work orders, and production schedules to accurately determine job instructions and specifications.

Installed, maintained and repaired telecommunication and fiber infrastructure for residential and commercial broadband networks.

Worked to meet current NFPA electrical codes and company guidelines.

Client account management

Staff training/development

Consistently meet goals

Cross-functional team management

PBX Telecom

Excellent problem-solving abilities

Hands-on and proactive

Comfortable with change

Testing/verification skills

Excellent diagnostic skills

Fiber Optic Installation, testing and troubleshooting

Cat 5/6 Data wiring and termination

Mounted and fastened control panels, sensors and video cameras.

Installed, maintained and repaired security systems and fire alarm devices.

Trained 7 new employees quarterly.

Created new processes and systems for increasing customer service satisfaction.

Cross-trained and provided back-up for other technicians when needed.

Managed quality communication, technician support and product representation for AT&t Digital Life.

Worked under strict deadlines and responded to service requests and emergency call-outs.

Resolved product/policy issues and shared benefits of new technology.

Guaranteed positive customer experiences and resolved all customer complaints.

August 2012 to August 2013

USIC Inc Baltimore, MD Locate Technician Worked under strict deadlines and responded to service requests and emergency call-outs.

Located BGE Utilities to prevent damage from contractors digging.

Located utilities for repair and maintenance by BGE.

Successfully went damage free since 2012.

February 2007 to February 2011

Verizon Telecomunications Mclean, MD Fiber Optic Service Technician Coordinated the installation, maintenance and operation of FIOS services and equipment.

Installed, maintained and troubleshot fiber optic, data, television, and voice networks.

Worked in environments consisting of extreme heights and confined spaces.

Worked consistently with wiring mediums with included CAT 5/6, Coax RG-6 and RG-59, Ethernet and Fiber Optic cables.

December 2004 to December 2007

Verizon Telecommunications Baltimore, MD General Business Consultant Implemented new processes and systems for improving customer service satisfaction.

Provided customer service for an average of 120 calls per day, answering customer inquiries, solving problems, and providing new product information.

Resolved product issues and shared benefits of new technology.

Managed quality communication, customer support and product representation for the business.

Investigated and resolved customer inquiries and complaints in a timely and empathetic manner.

Ensured superior customer experience by addressing customer concerns, demonstrating empathy, and resolving problems on the spot.

Provided an elevated customer experience to generate a loyal clientele.

Earned “Top Seller” for two consecutive quarters in 2007.

Organized weekly sales reports for the sales department to track product success.

Prepared and sold broad range of customized products to individuals and commercial accounts.

Trained new employees by providing knowledge of specific company tasks and policies.

February 2000 to December 2004

Verizon Telecommunications Annapolis, MD Offline Account Supervisor Managed team of 20 of professionals.

Partnered successfully with numerous departments to produce new processes and systems.

Spearheaded cross-functional initiative to achieve greater productivity.

Trained, coached and mentored staff to ensure smooth adoption of new programs and processes.

Directed strategic initiatives to achieve greater productivity and customer service.

2014 Phoenx University

Baltimore, MD Business Associates 1995 Mergenthaler Vocational Technical Sr High School

Baltimore, MD Industrial Electronics Technical Diploma High school diploma

Educational Background

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