Customer Service High School
Resume:
Charles (Greg) Rowe
Quinton, VA 23141
****.**.****@*****.***
SUMMARY
Experienced Technician with over 20 years working on copper networks.
Proven leadership, interpersonal, motivational, analytical and problem-
solving skills. Effective management style that combines creativity,
development and resourcefulness. Excellent written and verbal
communication skills. Track record of enhancing performance and
improving productivity.
HIGHLIGHTS
. 25 Pair Cable Color Code ? Customer
Service/Relations
. Punch down Block 66 ? Interpersonal Skills
. Punch down 110 ? Leadership Skills
. Troubleshooting ? Oral and Written
Communication skills
PROFESSIONAL EXPERIENCE
Verizon, Midlothian, VA
Service Technician 3/1999 - 12/2014
Installed and maintained telephone services from Central Office to DMARC. This
included dealing with all customers, both business and residential. Worked in
the Buried Service Wire Group. Buried the wire between the terminal and the
DMARC. Inspected the work of the contractors hired by Verizon to bury wire.
Insured the work was done to meet the specifications set forth by Verizon and
the law. Interacted with contractors and customers.
Received Top Quality awards from customers
Identified by management as Lead Technician for troubleshooting team
Achieved highest level of Certification for Verizon technicians
Ranked in the top 2% for job production
Bank of America, Richmond, VA 10/1990 - 2/1999
Telecommunications Analyst (1/1995 - 2/1999)
Managed move Adds and Changes to Rockwell Galaxy ACD and a Lucent G3 Switch in
the Customer Service Department. Managed several department moves as well as
interfaced with multiple Hardware Vendors. Point of Contact for the Voice
Response System used to provide customers with real time information on all
accounts.
Achieved title of Systems Officer at Bank of America. This was a title given to
personnel who displayed great leadership.
Provided coaching and development raising agent performance to the highest
"Exceptional" level
Supervisor Output Operations
(1/1995 - 2/1999)
Supervised 6 employees. Scheduled and evaluated employees as they worked to
produce reports for the various departments of the Bank.
SYSTEMS EXPERIENCE
. Word ? Power Point
. Excel ? Outlook
EDUCATION
High School Diploma
Highland Springs High School - Highland Springs, VA, USA
Ranked in the top 10% of class.
Member of The Key Club Honor Society.
Computer Science
J. Sergeant Reynolds - Highland Springs, VA, USA
Completed one year of study in Computer Science
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