Customer Service Manager

EUGENE ORTIZ **** Via Grande Boynton Beach, Florida 33437

Summary of Qualifications:

Experienced Telecommunications Wireless Switch Technician

Reliable and hard working; Team player with management skills and leadership ability.

Self-motivated with ability to work with very little support.

Strong PC maintenance skills and proficient in MS Office applications.

Great communication skills and customer service experience.

Experience

2007 – 2015 Metro PCS/TMUS Boynton Beach, FL / Plantation, Fl / Miramar, Fl

DCS Switch Technician

Maintained surveillance of Digital Cellular Switched and CDMA Cell Sites for possible issues

Performed troubleshooting on OMS, AP or 5ESS issues. Assisted Cell Techs to keep sites in service.

Performed Software updates on OMS, AP’s, 5ESS, CDMA Cell Sites, CMS (Voice Mail system)

Monitored DACS system for possible issues

2006 – 2007 Metro PCS Pembroke Pines, Florida

Logistics Specialist

Supervised the redistribution of exchanged/returned material to repair centers.

Coordinated the storage of history documents for all store locations.

Confirmed and processed payments for dealer submitted materials.

Compiled reports for Finance on all materials managed at the Return Depot.

2002 – 2006 Metro PCS West Palm Beach, Florida

Sales & Customer Service Manager

Oversee all operations including scheduling, time keeping, training, & customer intervention.

Employee assessments and development.

Inventory management.

1999 - 2000 MediaTel Corporation Miramar, Florida

Senior Switch Technician

Maintained #5ESS International Gateway Switch.

Implemented all translations (Routing, Trunking, Digit Analysis, etc).

Tested all T-1’s end-to-end using T-berd.

Maintained all crossconnects on DSX frame.

Bell Atlantic/Verizon New York, New York

1996 - 1998 Switching Equipment Technician

Maintained surveillance of 20 #5ESS switches from an Network Operation Center.

Assisted customers, vendors and technicians in trouble shooting problems.

Assisted outside technicians, vendors and customers to activate trunking facilities (DID, ISDN, PRI, FX, Tie-lines, Flexpath).

1995 - 1996 Translations Manager, Network Operations Center (NOC)

Supervised personnel in translations section of the NOC.

Maintained and adjusted workloads and schedules.

Assisted in the training of new employees in translations and NOC procedures.

1994 - 1995 Local Area Network (LAN) Manager (NOC)

Maintained two server groups (IBM Lan Server, Lotus Notes Server).

Maintained 167 workstation LAN using IBM LAN Server and Lotus Notes.

Provided direction and assistance to administration and staff on workstation training and other software applications.

1993 - 1994 Administrative Manager (NOC)

Scheduled work tours and maintained weekend assignments and overtime records.

Scheduled training for personnel in their respective technologies at various facilities.

Ordered software and computer equipment required in the Switching Center.

1973 - 1993 Switching Equipment Technician

Maintained surveillance of 20 #5ESS switches from an Network Operation Center.

During onsite assignments, performed analysis and repairs on #5 ESS and #1 ESS Switching Systems throughout the Manhattan and the Bronx boroughs in New York City.

Analyzed circuit issues using schematics, identified problem circuits and replaced boards to restore systerm to service.

Assisted customers, vendors and technicians in trouble shooting problems.

Assisted outside technicians, vendors and customers to activate trunking facilities (DID, ISDN, PRI, FX, Tie-lines, Flexpath).

Certifications:

Verizon Computer & Distance Learning Center

New York, New York

NYNEX Certified LAN/WAN Administrator

Training:

Metrotech Training Center

Brooklyn, New York

#5ESS Maintenance, #5ESS BRCS/Centrex, #5ESS Translations, #5ESS Analyzation

Intro. to Unix, Unix Shell Programming, C Language

AT&T Training Center

Lisle, Illinois

#5ESS ISDN Maintenance, #5ESS Translations/ISDN, #5ESS Maintenance ORA,

#5ESS Maintenance ORA/ISDN, #5ESS Gateway Recent Change, Pinnacle ACD/MIS

Administration, Pinnacle ACD/MIS Call Center Administration.

Skills:

Proficient in Personal Computers (Maintenance and upgrading), Microsoft Word,

Microsoft Excel, Dbase III+, Windows 95, Windows 98, Windows 3.1, Bilingual

References:

Furnished Upon Request

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