Customer Service Support

harles Ewing, Jr

C .

**** ***** ***. . 865-***-****

Knoxville, TN. 37932 ***********@*****.***

OBJECTIVE

Transition my skills and experience that best fits my overall career objectives

EDUCATION

ITT Technical Institute, Knoxville, TN. AAS Software Development Technology

50 credits toward degree (2009 – 2011)

DeKalb College, Clarkston, GA. AS Accounting (1993 – 1995)

EMPLOYMENT BACKGROUND

U.S. Cellular®, Knoxville, TN. Tier 2 Technical Support Specialist, 2007 – Present

• Provided tier 2 experience supporting internal and external customers

• Experienced with wireless products and services such as: wireless modems, Android

operating systems, BlackBerry® devices, iOS products, tethered data connections, Brew

applications, and SMS/MMS messaging

• Competent understanding of internet connectivity (TCP/IP), networking protocols (FTP,

SMTP, HTTP, POP), and web development (HTML, Java, and Python)

• Working knowledge of Linux and Microsoft operating systems

• Worked with EUS (End User Support), Infrastructure, Application Development,

Platform/Product Support, Field Engineers, and Performance Engineers, by investigating,

tracking, and escalating hardware/software application problems as appropriate

• Monitored and update outage board for various service issues, plus either escalated the

issue or worked along with various departments or vendors to make sure outage is

resolved

• Partnered with Surveillance Support, Switch Engineers, Data Management, and Fraud

Support within a focus group council to improve services amongst the teams

• Trained new Tier 1 Technical Associates and Customer Service Representatives on

various technical applications, phone products, network operations, and provisioning tools

for voice and data services

Radio Systems Corporation, Knoxville, TN. Product Support Specialist, 2004 – 2007

• Supported internal and external customers via the phone for troubleshooting, ordering

parts, warranty claims, and exchanges

• Handled escalated calls from customers

• Trained personnel on new products before they had the opportunity to be sold to the

general public

Cendant Corporation, Reservation Support Specialist, 2002 – 2004

• Supported escalation line with direct contact with customers to resolve hotel reservation

issues

• Worked closely with independent hotel operators and franchisees to adjust and credit

business for cancellations and no shows

REFERENCES

Available upon request

Contact this candidate