Customer Service Engineer
Resume:
Charles Wollack
*** ******* ***** **** . ******* NJ 08527 . Phone: 732-***-**** .
********@*********.***
Objective
Senior Field Technician: To focus on and provide a high level of service
to customers. To apply my skills to existing technologies and be granted
the opportunity to learn new platforms.
Profile
Motivated, personable telecommunications technician with a successful 17
year track record providing small to large businesses a high level of
service. Talent for quickly mastering technology.. Accustomed to high
pressure situations. Demonstrated history of being detail orientated
and resolving customer communicated issues within a timely manner.
Flexible and versatile - able to maintain a sense of humor under
pressure. Poised and competent when working in a team environment.
Diverse and open minded when new ideas are presented. Thrive in
deadline-driven environments. Excellent team-building skills.
Skills Summary
Nortel/Avaya CS1000 Nortel Symposium Cisco Call Xpress
Avaya Aura Nortel CCM - Scripting DTI/PRI Install/Maint
Nortel Call Pilot NARS/BARS
Nortel Meridian 1 Nortel Norstar/BCM Panasonic KXTDA/TDE/TVA
Nortel Succession VOIP Avaya 8500, IP Office,
Nortel Meridian Mail NEC 80/160/2400 Magix, Partner, Definity,
Nice Systems 4.5 Audix
Cisco CCUM Avaya Voice Mail
Professional Experience
Senior Support Engineer:
o INTERFACE WITH LOCAL AND INTERNATIONAL CUSTOMERS ON A DAILY BASIS TO
DISCUSS BUSINEES NEEDS AND SERVICES AVAILABLE.
o Provide support for all Telco related items pertaining to Local, LD,
and translations in regard to daily
PBX, Voice Mail, and Call Center functionality, and services.
o Install and maintain new peripheral equipment as needed per customer.
o Coordinate and implement system moves, add, and or changes as
required.
o PBX system support, installations, and upgrades. Call center support
and engineering.
o Voice Mail planning and engineering based on customer requirements.
o Communicate requirements and needs to senior staff, and assist in the
planning and implementation of services.
o Specialize in Hospital care environments, and global communication
systems on a enterprise solution level..
Customer Service:
o WORK HAND IN HAND WITH FRONT-OFFICE OPERATIONS AND SUCCESSFULLY
PROVIDE IMPECCABLE CUSTOMER SERVICE:
o Listen and understand problems beings reported. Act on those
issues reported.
o Diagnose errors based on logs, interpret origin of trouble
reported, and resolve issues.
o Provide adequate updates to both customer and operations as
to my findings, actions taken, changes made, and resolution
steps implemented.
o Develop and maintain an open line of communication with customers and
end users.
o Follow up with customers after services are completed,
tested, and confirmed operational.
o Dedicated to a high level of customer retention.
o Routine maintenance of all communication systems..
o Quarterly perform maintenance on peripherals, trunks, lan,
slan, and tlans as needed.
o Perform weekely backups of PBX, Voice Mail, Contact Center,
etc.
o Document status,changes, findings, and revelant information
for future reference.
Charles Wollack
280 Jackson Pines Road . Jackson NJ 08527 . Phone: 732-***-**** .
********@*********.***
Professional Experience, continued
DETAIL MASTERY & Organization
o MANAGE ALL ASPECTS OF DAY-TO-DAY TELECOMMUNICATION OPERATIONS BASED ON
BUSINESS NEEDS AND PRIORITY
o Ticket management and resolution of customer requests and
troubles reported.
o Act as primary contact in trouble resolution escalations
prior to ETAS involvement.
o Intrusive testing performed prior to Manufacturer escalation.
o Customer confirmations on all work required, and scheduling
needed.
o Detail all events, contacts involved, findings, actions, and
procedures taken to resolve.
Employment History\
Skycom Communications - NY
Senior Telecommunications Specialist, 2013 to Present
Verigent - Moorseville, NC
Call Center Support Engineer (Contractor), 2012 to 2013
International SOS - Trevose, PA
GSS Infrastructure Support Engineer, 2011 to 2012
Precise TeleCom/Contractor - New Jersey
Senior Technician, 2003 to 2011
Netversant Solutions - New York, NY
Senior Technician, 2001 to 2003
GTE Customer Networks - Hauppauge, NY
Senior Technician, 1994 to 2001
Education
nortel networks - 1995, 1996, 1997, 2011
NORTEL-GLOBAL KNOWLEDGE - 2001, 2007
NEC - 1998
PANASONIC - 2006
PANASONIC - 2011
PANASONIC - IP NETWORKING AND CONFIGURATION - 2012
MANUFACTURER CERTIFIED
REFERENCES FURNISHED UPON REQUEST
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