Customer Service Technician

“** PLUS YEARS OF CABLING, TELEPHONY, SECURITY SYSTEM,

ELECTRONICS & CUSTOMER SERVICE EXPERIENCE”

Solid understanding of security systems, telecommunications and electronics with over 15 years of varied and progressive experience. Comprehensive knowledge of technical operations and customer service. Motivated by an exceptional work ethic and internal standards of excellence. Experienced and successful at devising efficient operational procedures, and meeting performance targets.

TECHNICAL SKILLS, CERTIFICATIONS & EQUIPMENT

A/V Audio Video

A+ Certified

Advanced in Electronics

Advanced in Operating Test Equipment

Alarm Systems

American Standard Sign Language (Prof.)

Broadband Construction

Broadband Service Outage Restoration

CAT5 Cabling

CAW Specs w’ ability to read System Maps

CAW Technical Applications

CCTV/Surveillance

Certified in Node Optimization

Concealed Weapon Permit

Data Over Cable Service Interface Specs. (DOCSIS)

Diagnose and Repair

DSL/DMARC/T1

Electrical Wiring

Electronic Apprenticeship

Fiber Splice Machines

Flat Panel TV

Forklift Operator Certification

Forward and Reverse Sweep Certification

Fusion Splicer

General Wiring

Hand Tools

Hewlett Packard Spectrum Analyzer

High Speed Data (HSD)

Home Networking

Low Voltage

Mobile Devices

MS Office Certified

Operator Certified in Fiber Optics

Optical Time-Domain Reflectometer (OTDR)

PC – Desktop / Laptop

PC Setup and Installation

Point of Sale (POS)

Power Supply Maintenance

Printers

Proficient in 24-hour Variance Testing

Proficient in NOC and HUB sites

Quality Control (QC) Inspector

RFID

Routers / Switches

Satellite Install

Server Hardware

Server Software

Telephony – VoIP

Time-Domain Reflectometer (TDR)

Wave Tech

Wireless Networking

PROFESSIONAL EXPERIENCE

FIRST-LINE TECHNICIAN

March 2014 to Present

Diebold

Charlotte, NC

POSITION OVERVIEW & PRIMARY RESPONSIBILITIES

Provide first-line maintenance and troubleshooting for ATM's, retail point of sale equipment, related PC and PC peripherals, and Diebold products, including on-site diagnosis of problems and accurately report service data.

Provide scheduled cleanings and other basic maintenance on conventional products such as locks, vaults, etc.

Perform basic installation functions (e.g. pulling cable, mounting devices, installing Mas-Hamilton locks)

Prioritize and plan service calls, escalate problems when appropriate, reassign calls when appropriate

Interact in a professional manner with customers to foster positive customer relations.

Maintain effective communication with Business Management Team and Service Technician Team members

Support service technicians in performing preventative maintenance inspections on conventional products

Develop working knowledge of all operating standards, practices, and procedures

CABLE, TELEPHONE & NETWORKING TECHNICIAN (INDEPENDENT CONTRACTOR)

September 2010 to March 2014

Various including Source Broadband Services, Go Direct, Modus & ITC

Charlotte, NC

POSITION OVERVIEW & PRIMARY RESPONSIBILITIES

Utilize technical skills to provide technical consultation and performs installation and preventative maintenance of cable and telephone systems to ensure high operating efficiency and to prevent failures and system interruptions.

Responsible for installing, maintaining, and repairing RF signal transmitting, sweep and balancing, and receiving equipment; special testing instruments; and other electronic equipment.

Perform plant walk-outs and Quality Control of the plants in accordance with plan specifications. Prepare various reports and utilize client-specific programs or software to initiate, detail, and close all jobs, ensuring cost-effective and timely service installation and project completion.

ARMED ARMORED TRUCK DRIVER & SERVICE TECHNICIAN

November 2010 to September 2012

Loomis

Charlotte, NC

POSITION OVERVIEW & PRIMARY RESPONSIBILITIES

Collect, transport, and deliver cash and valuable documents/cargo to and from retail stores, banks, and ATMs in a timely manner.

Accurately record monetary balances and information on manifests and various other forms and reports.

Load and unload ATM machines.

ROUTE SALES MANAGER

July 2010 to November 2011

Orkin Pest Control

Charlotte, NC

POSITION OVERVIEW & PRIMARY RESPONSIBILITIES

Provided pest control services including treatments and inspections in residential and commercial settings.

Reviewed and managed service agreements, contract renewals, marketing materials, and service tickets.

Managed Account Receivables and provided route management collection services.

FIRE INSPECTOR TO RESIDENTIAL RESALE REPRESENTATIVE

March 2008 to July 2010

TYCO Corporation (ADT Security Services Division)

Charlotte, NC

POSITION OVERVIEW & PRIMARY RESPONSIBILITIES (RESIDENTIAL RESALE REPRESENTATIVE)

Managed past and present customers’ products and services while contributing to overall client satisfaction and retention.

Solicited new clients maintained existing client base by presenting sales presentations/proposal and finalizing contracts.

Processed work orders and administrated post installations services, providing innovative solutions that maintained competitive edge.

POSITION OVERVIEW & PRIMARY RESPONSIBILITIES (FIRE INSPECTOR)

Analyzed and interpreted blueprints, diagrams, submittals, specifications, software/systems, programs, schematics, operational product manuals, architectural and electronics components.

Performed fire protection inspections and preventative maintenance services and supported other on-site inspections.

Supervised and trained Junior Inspectors and Technicians.

TECHNICIAN III

July 2007 to March 2008

MI Connection

Mooresville, NC

POSITION OVERVIEW & PRIMARY RESPONSIBILITIES

Performed splicing operations in connection with the installation, rearrangement, and repair of outside plant facilities, including cable, wire, terminals, loops carrier electronics and light guide facilities that were underground or buried.

Analyzed and interpreted vendor specifications for optic and electronic equipment and engineering plans, and collaborated with the Engineering Group.

Maintained power supplies and proper battery AC voltage levels and replaced power supplies as needed.

Used test equipment for splicing and repairing fiber optics and digital carrier systems.

FIBER OPTIC SERVICE (FIOS) TECHNICIAN

March 2006 to July 2007

Verizon Communications

Glendale, MD

POSITION OVERVIEW & PRIMARY RESPONSIBILITIES

Ensured proper levels of light were given at the Optical Network Terminal (ONT).

Installed FIOS linking coax onto the ONT to provide data, video and telephone service to premises.

Utilized test equipment such as Optical TDR (OTDR), DSAM1000, and others, to troubleshoot connectivity issues.

Terminated, spliced, and repaired Category cables (CAT5, CAT5E, CAT6, etc.), single mode fiber lines, and optical fiber lines.

FIELD SERVICE TECHNICIAN

November 2005 to April 2006

Cox Communications

Springfield, VA

POSITION OVERVIEW & PRIMARY RESPONSIBILITIES

Handled customer care and dispatched network problem details and alerted necessary departments of potential customer problems.

Analyzed and made decisions on appropriate course of action regarding certain technical problems.

Issued commands to restore complex outage conditions in equipment.

MAINTENANCE TECHNICIAN

October 2000 to November 2005

Starpower Communications

Washington, DC

POSITION OVERVIEW & PRIMARY RESPONSIBILITIES

Maintained system levels as specified in system operating instructions, calculated amplifier output and replaced distribution and line extender amplifiers and located and identified existing underground cables using a cable fault locator.

Solved technical cable outage problems and repaired signal leakage problems to meet FCC standards.

Performed preventive maintenance of fiber nodes, sweep, and balance forward and return levels.

OC INSPECTOR

January 1998 to October 2000

District Cablevision

Washington, DC

POSITION OVERVIEW & PRIMARY RESPONSIBILITIES

Performed daily field inspection of crew activity in rebuilding, upgrade, aerial, underground and/or HDDs.

Detected plant discrepancies within the warranty period and assisted Rebuild Supervisor in resolving discrepancies, completed final inspection, and ensured previously written discrepancies are resolved

Performed underground and aerial construction duties associated with CATV operation, including assisting in installation of all rigid and semi-rigid coaxial cable; pole line construction within the overhead plant and all underground installations; installation of all vaults, pedestals, boxes or equipment used to house CATV equipment.

Maintained system levels as specified in system operating instructions, calculating amplifier output and replacement of distribution and line extender amplifiers in the field as required.

EDUCATION

Program

School

High School Diploma

Spingarn High School Washington, DC

REFERENCES

Available upon request

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