Customer Service Representative

Malikia Woodley

Experienced Telecom Technician

Bronx, NY 10460

**************@*****.*** - 718-***-****

Qualifications:

. Experienced and skilled in customer services and telephony with over twenty years of service with NYTel/

Nynex/Bell Atlantic/Verizon/FairPoint Communications

. Accustomed to working in a fast pace setting with the ability to react quickly and handle difficult situations

. Excellent communication skills, fostering teamwork while coaching and mentoring both in a supervisory and

support position

. Effective decision making, realistic in setting objectives and action plans to manage commitments

. Collaborate effectively with individuals or groups to achieve a supportive network

. Established relationships and maintained contact with internal and external customers

. Proficient with Microsoft Excel

Authorized to work in the US for any employer

WORK EXPERIENCE

Telecommunications Specialist

Alta Telecom - Manchester, NH - December 2014 to March 2015

Responsibilities

Installation, Testing & Repair of ADSL2 circuits, Provisioning ADSL Router, Troubleshooting AdTran T5000 at

RT (remote terminals), Checking RT commercial power for online status, meeting with business and residential

clients to resolve intermittent and slow data rate.

Testing of fiber transmit & receive signals at Central Office LGX and RT in and out port with Exfo Power Meter.

Installation, testing and repair of POTS lines for both residential and business customers

Skills Used

Fiber Fusion

Fiber Testing

Colt 250 ADSL meter

Central Office ( wiring up OE ( office equipment )

SideKick meter ( Stress testing copper pair )

Security Service Technician

Outsource LLC/ ADT Security - Elmsford, NY - August 2014 to December 2014

Responsibilities

Removal of antiquated radio alarm transmitters, and Installed New Radio alarm transmitters in compliance

with the 3G/4G wireless communication network.

Site survey to install radio for the highest wireless signal

Installed 4 pair wire to accommodate new location of radio to fire control panel

Installed 4 pair wire to accommodate telephone service to support the customer's land line

Reprogramming the keypad

Conducting test with the ADT Central Office to ensure communication

Answering questions and educating customers on the system's operations

Field Technician

Xchange Telecom - Brooklyn, NY - January 2013 to August 2014

Responsibilities

Field Technician

Xchange Telecom - Brooklyn, NY

Responsibilities

Explained company offerings to promote products and services to clients. Supervised equipment returns,

including obtaining all relevant data. Install and remove old POTS systems, including snaking wire, DSL,

running and terminating Cat 5e, device termination (Sky-Wire, fiber optics, and VOIP). Installed Cisco

routers, mounted backboards, racks, Telco equipment and enclosures. Small business Telco installations

with 100 pair BUP terminal splicing, tie cable runs, 21X placements and punch down blocks with 25 pair color

code. Vendor meets with Verizon Technicians to verify location of trouble conditions affecting client service.

U-Verse Premise Technician

AT&T Connecticut - Hamden, CT - June 2012 to January 2013

Responsibilities

Installation and repair of U-Verse residential and commercial VoIP, Internet, and IPTV systems.

Installation and terminating of CAT5 and Coax Cable

Configurating modems

Supported customers during the initial setup, educated customers on how to use their devices and new

services

Set up and Manage Account Networking Devices.

Pole Climbing, Working Aloft, 28 ft. Ladder Safety and Electrical Hazards.

Sync testing fiber circuit at fiber distribution hub, junction box locations and residential demarcs using company

provided equipment.

Field Technician/ Customer Service Representative

Verizon Communication New York - New York, NY - April 1992 to June 2010

Field Technician:

As a Field Tech I worked on Verizon's copper and fiber network (FIOS) for 13 years, splicing, repairing,

explaining and selling FIOS in Verizon's Sell-One- More plan.

My duties were vast as I worked splicing copper from 25 pair terminals to 3600 pair poly cable using 3M

splicing kit.

I troubleshot cable opens, shorts, splits, as a cable splicer.

I worked as a fiber technician for 6.5 years fusing and testing single and multimode fiber.

I utilized Optical Time Domain Reflectometer (OTDR) to troubleshoot fiber outages and loss.

I installed fiber and fiber terminals in MDU's, tested using Exfo 930 Power meter to obtain maximum db 1310

- 1550.

Tested Video db levels using Exfo Pon meter.

I installed fiber hubs totaling 864 fibers per hub, reading engineering prints, marking and drilling holes in

concrete foundations, walls and utility poles.

I drove a company vehicle and operated an Altec Boom lift safely for 13 years.

I also mastered the use of Exfo Visual Light Finder (low level visual red laser).

Drove commercial utility vehicles ( 19 foot ford diesel and 22-25 foot box truck

To perform remote duties.

Customer Service Representative:

As a customer service rep, I worked from a desk top answering customer questions, taking complaints and

routing to appropriate departments and as a 411 operator for 5 years.

• Answered customer calls, registered and resolved complaints, in a timely fashion

• Directed customers to appropriate departments where needed

• Offered customers additional services

• Provided customers with information on residential, business, and government listings

Assistant Manager

The Wiz - 1990 to 1992

I started out as a young sales associate selling electronics and providing customer service for 6 months, after

which I was promoted to Asst. Mngr. for my constant attention to customer, product knowledge and driving

sales in my department.

Sales Associate

The Wiz - 1989 to 1990

EDUCATION

Certificate in compTI A+ computers and Alarm Programming

Lehman College - Bronx, NY

2010 to 2010

Associates in Applied Science in Telecommunications

Bronx Community College - Bronx, NY

2002 to 2006

SKILLS

Installing and terminating Cat5 and coax cable, Knowledgable of telephony Instruments, Customer Service

Typing Microsoft Office Excellent phone voice First Aid CPR

Contact this candidate