Customer Service Representative

Maurice Riddle

256-***-**** & 256-***-**** • acqqkx@r.postjobfree.com

Summary of Qualifications

*-* ***** ** ******** experience with TCP/IP and Ethernet technology

Skills/training necessary to understand new technology insertions into the network and how the introduction of such technologies will enhance the performance of the existing network

Strong knowledge of field installation of routers and switches (Cisco, Arris, Alcatel Lucent, Adtran, Calix, etc.)

Innovative, able to set/change priorities and use available resources to meet the needs of Business clients.

Possesses a strong working knowledge of the provisioning process and overall work flow throughout the service implementation process.

Solid organization and time management skills

Excellent customer service skills and desire to provide quality service and response to clients.

Have the ability to make quick effective decisions that have a significant impact on Business clients

Ability to multitask and navigate between divergent systems.

Willing to work overtime, including weekends, as the work load requires.

EDUCATION

ITT Technical Institute, Madison, Alabama

Associate of Applied Science in Information Technology, Computer Network Systems.

Strayer University, Huntsville, Alabama

Currently pursuing Bachelor of Science in Information Technology Concentration in Cyber Security Technology. (Expected graduation 07/2016)

Technical Skills

Systems: Advanced in Linux, Windows 9X/NT/2000/XP/ME/2K3/7, MS Windows 2007, Windows 8. Databases: Basic SQL Relational Databases. Languages: Python. Software: MS Project, MS Visio, MS Office 2010, MS PowerPoint, MS Excel, MS Outlook. Hardware: Advance in Dell, Apple, Toshiba, DSL modems, wireless cards, USB adapters; install, configure and troubleshoot PC’s. Security: Utilized Active Directory/Group Policies, Norton Anti-Virus, VPN’s, McAfee, Spyware, virus, spam removal and firewalls. Networking: Intermediate in IP addressing, LAN/WAN technology, TCP/IP protocols, router configuration and GUI application.

Professional Employment Experience

July 2014 – June 2015 WOW Business, Huntsville, AL

Data Provisioning Technician

Build and activation of provisioning services sold by WOW. Services include Internet, Ethernet, etc.; works well with internal customers in sales and engineering to see start and complete orders in a timely manner; coordinate with appropriate departments to verify customer requirements, testing and installation; coordinate with Field Operations and Sales as needed to facilitate delivery; serve as primary internal point of contact for service delivery; works on installation or reconfiguration on network routers; serve as point of contact for orders within the service delivery organization; coordinates with other departments and vendors to ensure on-time delivery of data services to customers.

Feb 2014 – July 2014 Madison County, Huntsville, AL

Maintenance

Vacuumed, dusted furniture, removed trash, cleaned, and disinfected restrooms.

September 2001 – July 2004/ January 2011- June 2012 West Corporation, Huntsville, AL

Customer Service Representative

Assisted over 120+ customers per day regarding balances, payments, disconnections, reconnections, and new services; troubleshot cell phone issues, provided total customer satisfaction responding to customers with resolutions and follow-ups as needed.

August 2006 – January 2009 LG Electronics, Huntsville, AL

Executive Service Team

Lead in documented call interactions using software systems; effectively handled final call resolutions; answered phone calls with high escalation issues.

December 2005 – August 2006 Walmart, Huntsville, AL

Stock Clerk

Stocked shelves, bins, and racks with store merchandise; assisted customers with questions; took regular inventory of merchandise.

November 2004 – November 2005 DirecTV, Huntsville, AL

Customer Service Representative

Handled customer concerns and complaints efficiently and accurately; utilized call control with excellent verbal skills, overcame objections; performed basic troubleshooting methods.

MILITARY

1995 – 1998 US Army

1991 – 1995 Illinois Army Reserves

1987 – 1991 Illinois National Guard

Field Artillery Cannon Crew Member

•Equipment- radios, field telephones, and power generated equipment.

•Conducted continuity tests, measured tolerance, used Vernier scales and metric notation.

•Performed preventive maintenance on vehicles, generators, and crew-served weapons.

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