Customer Service Support

TONJA SHANKLIN

Chicago, Il ***** •773-***-**** •*****.********@*********.***

TELECOM SUPPORT SPECIALIST/LEVEL 1 HELP DESK

Troubleshooting ● Communication ● Customer Service

Experience diagnosing and resolving client issues with hardware maintenance, installs and

upgrades.

Accomplished Network Support with 10+ years experience in Circuit Provisioning, Circuit

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Design, and Pricing. 4+ years Help Desk Support

Extended experience in the telecommunication with strong understanding and diagnostic

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skills; Versatile, able to understand new task fast.

Proactive self motivated, organized, excellent interpersonal skills, reliable, problem solver,

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and determined professional.

IT SUPPORT SKILLS

Microsoft Desktop Platforms Win 95/98, 2000, 2003, 2007, Microsoft Office 97, XP, Internet

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Explorer.

Database: Remedy, Oracle, Siebel, AS400, Metasolv, TBS

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TECHNICAL SUPPORT SKILLS

Lattis Pro, Circuit Design:Ds 1, Ds 0, Ds 3, Oc3, Oc12, Oc48, Frame Relay, Ethernet

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PROFESSIONAL EXPERIENCE

KIMBLE’S & ASSOCIATES INC, CHICAGO, IL, MAR 2008 – JAN 2015 Assignments for:

ATT, MCI, Talamon Corp, Northern Trust, Takeda.

•Achieved the highest levels of productivity, handling over 100 per week and averaging 20 to 25

calls daily.

• Provided technical support to clients, answering questions/queries/ requests and resolving

incidents which are raised via telephone and electronically via e mail.

•Escalated issues as needed and maintained communication with customer and Technical teams.

Utilized Remedy to record and track issues.

•Provided Applications Support for end user via email and phone support.

•Entered User information call tickets in tracking database; assuming responsibility for the

integrity, quality and maintenance of call and customer data.

•Identify solutions to received issues before escalating to higher level support.

TONJA SHANKLIN PAGE 2

•Research and resolve questions received via telephone calls, email, and chat in a professional

and timely manner .Apply appropriate problem solving skills, including the collection of detailed

data when issues must be escalated beyond our support. •Completes all daily tasks and projects

as requested, on time, and with attention to detail and quality.

DESIGN CONSULTANT, VANCO USA; CHICAGO, IL AUG 2006 MAR 08 2008

•Design/price circuits ranging from DS1 to OC48/Ethernet 10M/1G.

•Formulated best solutions to provision and manage projects from various carriers.

•Placed orders with various service providers for all new, Macs, disconnects.

•Manage service providers for timely documentation, acceptance of orders, confirmations, and

designs.

•Proactively escalate when needed through management levels.

•Fueled revenue growth through expansion of new product offerings.

NETWORK PROVISIONING, AT&T; ROSEMONT, IL MAR 2004 – JULY 2006

•Provisioning/trouble management related to both internal and external customers.

•Analyze and isolate trouble to resolve or coordinate resolution with the appropriate vendors.

•Perform escalations across many levels of the organization accountable for meeting (SLA).

•End to end service establishment and trouble management to insure complete customer

satisfaction.

•Gained valuable knowledge of international business markets and differences in business

practices.

•Process ASR through Local Area Network Configuration Server (LECS) Verizon, Bellsouth,

Qwest, PacBell.

EDUCATION

Loyola University, Chicago, Illinois

Major: Communications – Aug 1987 Jun 1988

92% overall grade average

Malcolm X College, Chicago, Illinois

Major: Computer Science Sept 1988 Jan 1990

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