Customer Service Technician
Resume:
Roderick O. Cabil, RTPM, INST
Ashburn, Virginia 20148
**********@*****.***
OBJECTIVE:
I want to increase my effectiveness and success by finding a team environment that is challenging, re- warding and in demand of performance excellence. I offer over twenty years of experience within the tele- communication services arena, providing service, support and leadership within the commercial and private environments. My strengths focus on customer service/support, team leadership, telecommunications and quality assurance.
EXPERIENCE
Omega World Travel 06/2014-Present
Help Desk
Provide technical assistance and support for incoming queries and issues related to computer systems, VOIP phone switch, software, and hardware.
Respond to queries either in person or over the phone. Train computer users.
Maintain daily performance of computer systems.
Respond to email messages for customers seeking help. Ask questions to determine nature of problem.
Walk customer through problem-solving process.
Install, modify, and repair computer hardware and software. Clean up computers.
Run diagnostic programs to resolve problems.
Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems.
Install computer peripherals for users.
Follow up with customers to ensure issue has been resolved. Gain feedback from customers about computer usage. Run reports to determine malfunctions that continue to occur. Communication Technician, IES Commercial 10/ 2013- 06/2014 Communication Technician
1
Planned network installations by studying customer orders, plans, manuals, and technical specifications; ordering and gathering equipment, supplies, materials, and tools, assessing installation site; preparing an installation diagram.
Established voice and data networks by running, pulling, terminating, and splicing cables; installing telecommunications equipment, routers, switches, multiplexers, cable trays, and alarm and fire-suppres- sion systems; building ironwork and ladder racks; establishing connections; programming features; es- tablishing connections and integration; following industry standards; activating remote access tools; co- ordinating with contractors.
Verified service by testing circuits, equipment, and alarms; identifying, correcting, or escalating prob- lems.
Documented network by labeling and routing equipment and cables; recording configuration diagrams and specifications.
Maintained network by troubleshooting and repairing outages; testing network back-up procedures; up- dating documentation.
Maintained customer rapport by listening to and resolving concerns; answering questions. Maintained a safe work environment by following codes, standards, and legal regulations. Kept supplies ready by inventorying stock; placing orders; verifying receipt. Updated job knowledge by participating in educational opportunities; reading technical publications. Enhanced department and organization reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments. Synergy Telecom 7/2013- 10/2013
Telecommunication Technician
Install Cisco Router for internet and phone use
Blowing out and installing new base configurations Vista Communications 3/2012-7/2013
Telecommunication Technician
Installing, programming and maintaining Mitel PBX systems in major hotels throughout the continental US. Also installed and maintained wireless networks throughout structure Concert Technologies 05/2011-03/2012
Communication Technician
Assisted with all aspects of the project as Crew Leader 2
Reading and comprehending blueprints and building documentation/Layout work. Ensuring that equipment and information are on site to meet construction schedules and deadlines. Installing Cable and Various Cable Supports (IE cable tray, conduit, hangers etc.). Utilizing cable test procedures and equipment for a variety of different cable types. Assisting with testing and terminating of cable systems. Following all production, safety and quality standards to code. IES Commercial 07/2010 – 5/2011
Communication Technician
Planned network installations by studying customer orders, plans, manuals, and technical specifications; ordering and gathering equipment, supplies, materials, and tools, assessing installation site; preparing an installation diagram.
Established voice and data networks by running, pulling, terminating, and splicing cables; installing telecommunications equipment, routers, switches, multiplexers, cable trays, and alarm and fire-suppres- sion systems; building ironwork and ladder racks; establishing connections; programming features; es- tablishing connections and integration; following industry standards; activating remote access tools; co- ordinating with contractors.
Verified service by testing circuits, equipment, and alarms; identifying, correcting, or escalating prob- lems.
Documented network by labeling and routing equipment and cables; recording configuration diagrams and specifications.
Maintained network by troubleshooting and repairing outages; testing network back-up procedures; up- dating documentation.
Maintained customer rapport by listening to and resolving concerns; answering questions. Maintained a safe work environment by following codes, standards, and legal regulations. Kept supplies ready by inventorying stock; placing orders; verifying receipt. Updated job knowledge by participating in educational opportunities; reading technical publications. Enhanced department and organization reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments. I understand and practice all ANSI, ISO, FCC, CSA and TIA/EIA standards Agro Lawn Service 08/2009-07/2010
Route Manager
3
I am responsible for maintaining a client base of over 200 homes. Fertilizing and over seeding lawns, using various lawn tools, i.e.: Driving and maintain Isuzu box truck and trailer GVW 14500, John Deere, Toro lawn tractors Customer retention, offering clients value added products to maintain their lawns appearance Omega World Travel 08/2001-01/2009
Telecommunications Manager
I was responsible for studying and reviewing new telephony solutions. Upgrading and or purchasing any products deem necessary to keep the company one step ahead in such a competitive market Consistently sought training on all company related telephony products. I attended seminars on VOIP. I was involved with the implementation of all voice mail systems on company wide basis. I assisted in writ- ing the company manual on voice mail and phone procedures. Manage or oversaw 5 technicians. Their re- sponsibilities included, but was not limited to; installing, programming, MACs and maintaining over 100 person HQ office and over 90 satellite offices.
I managed the routing of all incoming ACD calls to appropriate queue groups and agents base on skill set and secondary language spoken.
Ordered all voice lines e.g.: T1s, PRIs, POTs. Report and follow up on all trouble tickets. Involved extens- ively with all RFPs concerning long distance and local lines E-Tech Communications, Birmingham, Al 11/1995- 10/1999 Technical Supervisor
Responsible for the day to day dispatching of three to four technicians for various trouble calls, MACS and installations of key and PBX systems. Responsible for the scheduling of new job surveys, on call techni- cian, all remote programming.
Comtex Telecommunications, Birmingham, Al 06/1990 - 11/1995 Communication Technician
I was responsible for installing and maintaining Iwatsu, Intertel key systems and various other PBX sys- tems, which included Active Voice processing systems. Complete wiring of customer premise for telephone and data applications Testing of all of data and phone cables to make sure they were within tolerance. EDUCATION
Jones Valley, Birmingham, Al 03/1983
4
High School Diploma / GED Basketball: Junior Varsity, Varsity, Letterman ITT TECHNICAL, BIRMINGHAM, AL 03/1987
CERTIFICATE OF COMPLETION
Introduction to telecommunications: basic introduction to installing 1A2 and various key systems, color code, basic electronics, wiring
BICSI certified Installer 12/2013
BICSI certified RTPM 03/2012
SKILLS
Completed Network+ course
Currently enrolled in CCNA course
Proficient in Microsoft Office, Excel, Outlook, and Word
Account Management
Leadership
Communication
Proficient using WaveTek and Fluke Cable tester
Manufacture certified on the Cortelco / Millennium, Sprint/ Protégé, Intertel, Panasonic/DBS, Premiere and Iwatsu Adix/APS systems.
Have working knowledge of SRX, Comdial, Toshiba Strata,NEC, Avaya IP 500, Mitel SX 200 AX and CX IP phone systems as well as Active Voice and Amstore voice processing systems
Structured Cabling
Closet build out
Ground bonding
Cable tray installation
CAT5, CAT5e, CAT6,, RJ45,RJ11,RG59, Fiber termination ST, SC, LC etc.
Working knowledge of faxes, scanners, printers
5
6
Contact this candidate