Customer Service Professional Experience

GREGORY SHARPERSON

**** **** **** ****** 646-***-****

Brooklyn, NY 11234 linkedin.com/in/gregorysharperson ***********@*****.***

SUMMARY

Voice and Data Provisioning professional with extensive experience in telecommunications and customer service working at

leading firms in the technology, financial services and communication industries. Highly organized and detailed oriented, with

excellent communication skills and the proven ability to work effectively as a team leader as well as a team player.

Strengths include:

Project Management

Network Management

Troubleshooting

Vendor Management

Inventory Control

Microsoft Visio/Excel

PROFESSIONAL EXPERIENCE

TEAM WALKER, INC., Jersey City, NJ P/T 9/2015-Present

After School Teacher 1st Graders

Meet all students in auditorium before going to class. Help all 21 students with their homework. Teach a subject pertaining to

assigned homework.

Take class attendance to account for all present and absent students.

Write up incident report on all injuries and discipline actions.

Prepare kids for dismissal time and release kids to proper appointed guardian.

TEAM WALKER, INC., Jersey City, NJ P/T 7/2015-09/ 2015

Sports Coordinator

Organize basketball league games for kids ages 8 to 15. Set the schedules assign carded officials and oversee all games to assure

all rules are followed.

Order all scoring materials and league trophies.

Set up 6 foot biddy basketball rim for 8 old players and remove them when older games are about to start.

Manage coaches to make sure all players participant in games.

NTT AMERICA, INC., New York, NY 9/2007-11/ 2014

Assistant Provisioning Manager

Process sales team purchase orders for new voice and data circuits for USA and international telecommunication networks.

Install new circuits and de-commission old circuits.

Order access lines such as T1, E1, DS3, OC3, OC12 and Ethernet MPLS circuits from 2M to 1G.

Initiate contact with end users to collect site details and ensure accuracy of demarcation, interface type and NNI.

Manage Ethernet HUB channel assignment and assigned VLAN ID’s.

Ship customer interface devices and provide LOA's for cross connect set up.

Schedule tests and turn up activation conference calls to meet circuit go live dates.

Update various excel databases for billing, circuit inventory, and disconnects.

Attend weekly vendor conference calls to go over current add, move, and change orders. Attend and manage weekly team

meeting to discuss carrier changes, escalations, and billing disputes.

BEAR STEARNS & CO. INC., New York, NY 12/1999-9/ 2007

Voice/Data Administrator

Ordered both two wire ARD, MRD trader voice lines; also ordered Hoot /Holler circuits for trade floor.

Managed ordering of DS3's to support the DS1 trader circuits. Once circuits were installed tested all circuits using IQMX

IPC trading turret and issued IMAC orders to get lines installed on trading floors.

Met with vendors to discuss circuit inventory, pricing and billing issues.

Provided monthly reports to management on circuits installed and disconnected.

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PROFESSIONAL EXPERIENCE (continued)

Reported all major facility issues and met with Managing Directors to discuss ARD/MRD with history of reported static or

dropped lines during trading.

ILX SYSTEMS, INC., New York, NY 9/1998-11/1999

Communications Engineer,

Installed and tested all data circuits and ISDN lines. Responsible for running cabling within the data center.

Tested all circuits and cable runs using BOB, Craftek CT100, and Butt set data probe devices

Prepared and setup data racks for market data equipment.

Configured and tested data cards and Racal modems.

Worked with carriers on circuit outages and reported resolution to management team.

Telecommunication Analyst, 8/1998-9/1999

Ordered digital and analog data circuits and ISDN lines.

Managed DS0 distribution assignment for diversely routed circuits. Attended weekly client service meeting to updates sales

liaisons on all circuits’ status.

CTC COMMUNICATIONS CO., New York, NY 1/1998-7/1998

Network Coordinator

Processed Account Executives orders on resale of POTS lines and voice/data circuits.

Organized customers’ accounts for billing using Verizon Business GUI systems.

Tracked and reported changes in customers’ orders using AS/400 database.

Assist account executives with cold calling of customers to introduce new services.

DOW JONES MARKETS, INC., Jersey City, NJ 8/1995-1/1998

Help Desk/Client Support Rep.

Answered incoming customers’ calls on the Dow Jones market products and services.

Diagnosed and troubleshot customers’ outages to determine best resolution to restore service.

Determined if customers’ outages were circuit or market data related.

Maintained daily log of all calls and provided hourly updates to customers until problems were resolved.

DEAN WITTER, New York, NY 1/1995-8/1995

Processing Support Rep.

Worked in the Future Clearing Department; generated and distributed various futures and options reports for next day

trading.

Calculated and balanced contract volumes from COMEX, NYMEX, NYCE. Monitored selling prices for Dean Witter and

Greenhouse prices.

DELTA COMPUTEC, INC., Teterboro, NJ 6/1994-1/1995

Dispatcher/Customer Service Rep.

Diagnosed and troubleshot incoming service calls from customers and DCI field engineers.

Organized customers’ contracts to ensure contracts were up to date.

Documented and calculated all time and materials for field engineers.

Provided managers with monthly billing, special block of hour’s accounts, and chronic customer outages.

Bachelor of Arts: Advertising Design, Fairleigh Dickinson University – Madison, NJ, 1988

Christian Youth Organization (CYO), Newark, NJ

EDUCATION

VOLUNTEER EXPERIENCE

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PROFESSIONAL EXPERIENCE (continued)

Completed archdiocese class and became certified with State of NJ to serve as basketball coach. Provided 20 plus years of

service and received volunteer of the year four times.

Founder of K.E.G Sports Academy 2004-2015 non-profit youth sports Basketball leagues and Sports camps.

Morris Canal CDC 317-319 Pacific Ave. Jersey City, NJ 07304: Morris Canal CDC 4/23/2015: Selfless Service Award.

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