Customer Service Sales

Michael D Wallace

Houston, Texas *****

Cell: 713-***-****

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

Summary of Qualifications: Results-oriented professional with excellent communications skills and a solid

background in Customer Service, Helpdesk Support, IT/Networking, experience with the full line of

Microsoft software products, excellent troubleshooting skills with hardware/software and networks. Michael

is a highly motivated individual with a deep desire to excel in the Networking Customer Service and

Information Technology Industries.

Professional Experience:

Centerpoint Energy, Houston TX, April 2012 to Present- Telecommunication Analyst

Perform network troubleshooting to isolate problems and improve network performance utilizing network

management tools: CTC, HP Open View, DPS NetMediators, What's Up Gold, Alcatel 1353 Network

Management, Adtran Radios, Netsmart, RAMS, OpenWave Control, Enrichment, DACS, SolarWinds, RTU

Tabular, Citrix, TSM8000, Sageview, SageNETConfig, and VNC Viewer. Provide excellent customer

support, testing, and troubleshooting to our client base. Report resolutions to clients, leadership, team

members, and support groups. Install monitor and maintain routers, switches, multiplexers, microwave radios,

and other SONET network nodes, Gig-Ethernet, OC192, T3, T1, STS, VT1, and DS0.

Wal-Mart, Bentonville AR, October 2009 to April 2012- Tech 3

Provide excellent customer support and prompt problem resolution for both US and International customers

that include Global Merchandize Hubs, Stores and Clubs. Handle escalated trouble calls and work closely

with engineering, field technicians, and telecommunications carriers to resolve service issues.

Validate problem descriptions and perform detailed problem diagnosis; track and update problems in trouble

ticketing system. Perform upgrades and other configuration changes to routers and switches. Maintain

awareness of network activities affecting local elements. Recommend solutions to correct network trouble

issues and faults.

United States Post Office, Houston TX, July 2009 to September 2009- Temporary Contract Driver

Delivering and picking up mail for postal offices in and around the greater Houston area.

CapRock Communications, Houston TX, March 2008 to January 2009 – Helpdesk Analyst

Deliver outstanding Global Network second level technical support for CapRock International Satellite

Network for the Oil and Construction Industries. Utilized Remedy and ACSR ticketing reporting software and

Monitored Network Communications and resolve user data, voice or email communication problems. Utilize

HPOV Service Desk, Spectrum NMS systems and Aprisma Network NMS for monitoring the performance

and health of our customer's networks. Receive, prioritize, document, and actively resolve end user requests.

Comcast, Houston TX, December 2006 to March 2008 – Lead Tech

Manage problem resolution for internet, software, cable, IP phone and Desktop customers. Team Lead for

associates in the call center group. Provide quality customer service utilizing windows based computer for

entering work orders and Remedy trouble tickets. Provide technical phone support for High Speed Internet,

Digital Voice (VOIP) & Video services, diagnosis and resolution of software/hardware problems. Excellent

listening and analytical skills, with the ability to obtain key information and resolve complex problems with

first call resolution. Provide TCP/IP, firewall, Antivirus software; trace routes, and troubleshooting resolution.

Enterprise Car Rentals, Katy TX, December 2004 to December 2006 - Customer Service Rep

Demonstrated professionalism, enthusiasm and excellent communication skills, Customer service focused,

rented & returned vehicles. Promoted car rental sales and sold optional services to customers. Walked

customer through car rental contact and entered customer information in the computer system. Assisted in the

resolution of customer conflicts and demonstrating excellent customer service skills at all times. Assisted in

the cleaning & prepping of vehicles & picking up, delivering customers as necessary, worked weekends and

holidays.

Incentives Inc, Katy TX, May 2004 to December 2004 – Desktop Support

Provide desktop and phone support on a daily basis to employees. Logged trouble calls, requests and follow

up on all calls to ensure timely resolution and customer satisfaction. Supported Windows 2000/Microsoft and

Office XP software. Utilized PC troubleshooting skills; both hardware and software and strong analytical and

problem solving abilities.

W2 Enterprises, Katy TX, Jan 2004 to June 2004 – Account Rep

Developed business relationships with assigned accounts, drove execution of selling of Debit Card products,

growing sales, meeting profitability and ensuring customer satisfaction. Represented W2E Inc. at Real Estate/

Financial Trade Shows, Promotional activities, and product launches.

Education:

Houston Community College Sept. 2005 to 2006

Major: Information Technology /Computer Systems Networking and Telecommunication

Prairie View A&M University Aug. 2003-Aug. 2005

Major: Management Information Systems

Business Management Minor

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