Customer Service Manager
Resume:
ANTHONY D. TAYLOR
*********@*****.***
SUMMARY OF SKILLS
Telecom Technician/Analyst– Supported client initiatives including NOC transport maintenance issues.
Call Center Management – Supported and mentored agents to deliver upon corporate customer service.
. Account Management– Lead project teams to drive client initiatives and maintenance of accounts.
Customer Service – Took incoming and outgoing calls to support call center and corporate objectives and goals.
PROFESSIONAL EXPERIENCE
Community College of Denver (5/14 - 12/14) - Studied within the associates degree program in Human Services. My goal was and still is to obtain an associate’s degree in Human Services to eventually help other veterans of the US Military like myself.
DNS SOLUTIONS
Denver CO
Technical Account Manager ( 09/10 – 01/15) – Selling or sales / recruiting offering resource solutions in the telecom industry.
Proven sales, business development and/or recruiting experience with IT, consulting and projects.
Experience with professional trade organizations and/or user-groups.
Excellent leadership skills and is a team player! Great attention to detail.
CENTERGY CONSULTING INC.
Elk Grove CA
NOC Technician/Account Management (07/01– 05/10) - Troubleshot and tested circuit and optical light levels throughout a 16k mile MESH Network.
Performed daily surveillance and troubleshooting of Cisco, Juniper and Alcatel routers.
Performed optical testing using Tellium’s (OADX) optical cross-connection devices.
Utilized WDM technology and specific Fibering Guides.
Troubleshot Lucent’s Chromatis device and GX550 soft server.
Maintained Remedy trouble ticket system.
Dispatched and assisted Field Technicians as needed throughout the network
Resolved transport issues through the interpretation of diagnostic results and system test.
Troubleshot customer cross-connects, light levels, circuit/optical cards &/or faulty hardware.
Performed system test and maintained all new functional releases and product updates.
Technical Account Manager (10/00 – 03/01) – Combined business savvy w/ technical experience for one-stop shop environment to assist w/ all aspect of an account. Lead a dedicated support team to provide immediate maintenance assistance when called upon.
Responsible for providing real-time issue resolution.
Ensures all issues, including fault & repair are resolved as quickly as possible.
Primary contact for all business needs that includes implementation and upgrades.
Partners w/ client & sales team to ensure all future needs & network plans are fully realized.
Interfaced and troubleshot with Activation technicians, Gateway technicians and NOC engineers.
Led a team providing technical expertise for new VoIP product.
TIME WARNER TELECOMMUNICATIONS
Englewood, CO
Maintenance Network Analyst (Trunk) (10/99 – 10/00) – Network Operations Center (NOC) responsibilities include transport (3rdlayer), trunk maintenance, PBX and Voicemail troubleshooting.
Provided surveillance as well as resolution of 5ESS Switch alarms.
Provide proactive maintenance by analyzing trouble reports using 5ESS Switch translations.
Utilized technical documentation via remote testing and hands on testing.
Interface with customers, LECs, CLECs, IXCs, and Internet providers.
Interface with support and maintenance engineers, analysts and provisioning group.
Utilized Change-Management tools and maintain a Remedy trouble ticket database.
Troubleshot DS0 – DS3 and OC3-OC192 . This includes SONET maintenance issues.
ADT SECURITIES 08/97– 09/99
Denver, CO
Team Manager (Customer Care Center)–Supervise daily activities of approximately 16 – 20 Representatives.
Train and monitor for quality assurance, monitor schedule adherence, hire, etc.
Assist representatives in knowing how to prioritize emergency.situations.
Worked directly with Fortune 500 companies and “regular” commercial and residential markets.
IDEALDIAL CORPORATION 01/96 – 07/97
Denver, CO
Account Executive (Service Bureau)
MCI TELECOMMUNICATIONS 05/92– 08/95
Denver, CO
Inbound and Outbound Supervisor
UNITED STATES AIR FORCE (Honorable Discharge) 04/87 – 04/91
Lowry AFB, CO & Clark AFB, Philippines - Information Management Supervisor
Worked in Current Operations C-130 Squadron as a Administration Specialist/Aircraft Scheduler.
Primary duty was the publication of flight schedule of every C-130, C-141, C-5 and C-9.aircraft in the pacific theater from 1987-1989.
Was assigned the Safe Manager, in charge of all Secret, Top Secret and Confidential information
Organized and filed Tech Orders via micro fiche
Processed incoming and outgoing mail
Performed 10-key data entry, Pre-screened documents for accuracy,
Typed classified messages
Served on the Clarke Air Base Honor Guard Team
Designed and operated the Performance Appraisal system for a squadron of over 300.
Attended and completed Professional Military Education school (PME) before receiving an Honorable Discharge at the rank or E-4.
EDUCATION & CERTIFICATION
ASSOCIATES DEGREE PROGRAM – BUSINESS ADMINISTRATION MAJOR
Erie County Community College – Buffalo, New York
OTHER PROFESSIONAL SKILLS –
IP Protocols/Cisco/Juniper (BGP, ARP, GARP, RIP, OSPF and TCP)
Cisco Routers (3600 – 7600), Optical Wavelength (WDM) and Titan 5500
DACS/Centest/ CSU/DSU/NetCool/Fault Resolution and Isolation
Siemen’s EWSD/36170 ATM Edge Switches and Lucent 5ESS and Nortel DMS
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