Customer Service Manager

Providing the best telecommunications experience for my customers. I am an expert in voice and data carrier products installed, maintained and repaired at the customer prem and collo locations. Developed cutover procedures specific to each customer to limit downtime impact. I have achieved success in exposing the value of my work as a conduit between my company and the customers. My customer service skills are impeccable. I have completed over 10,000 successful installations of telecommunications products over the last 15 years. I have brought thousands of trouble issues to a successful conclusion. From the PSTN to the phone and desktop expert trouble shooting.

PROFESSIONAL SKILLS:

•Networking, telecommunications, cabling.

•Extensive knowledge with copper and fiber wiring.

•Ethernet, network design, software installation.

•Wireless LAN installation and WAP installation and trouble shooting.

•Financial Management: DTE, Aderant

•VoIP, IP, managing routers, switches and firewalls.

•Cisco Call Manager, Unity Voicemail, Skype for Business, WebEx, eFax Directory Services.

•Unified Communications, MPLS, and technical support.

•JDSU, T-bird, Sunrise Telecom and computer based troubleshooting programs used to diagnose problems with DS1, DS3, Sonet and Ethernet circuits.

•Call Center installations, conversions and maintenance, Callstream, EVO, Audiocodes.

•General network LAN/WAN experience

•ATT voice system, I3 voice system, XO, Century Link.

•Knowledge of Avaya, Lucent, Nortel, NEC phone systems.

PROFESSIONAL EXPERIENCE:

2016 -present Independent Contractor/ Consultant Telecommunications

Call Center Conversions of Legacy PBX to VoIP.

Consultation and installation of Telecom products.

2007 -2016 Access One Inc, Chicago, IL

Communications Manager/ Technician

Accomplishments

•Developed a successful Field Services Department.

•Implemented a strategy to interface with multiple departments within the company for their Field Service needs.

Responsibilities

•SME for advanced telecommunications products.

•Tier 3 trouble shooting of network and premise equipment.

•Inventory and supply purchasing.

•Installation and maintenance of carrier edge routers and network routers.

•Interdepartmental consulting for advanced telecommunications issues.

•Strategize with customers and internal and external departments to develop a smooth installation process.

2001 – 2005 MPower Communications, Chicago, IL

Senior Field Technician and T1 and VoIP Specialist

Accomplishments

•Created the Company standards for training technicians.

Responsibilities

•Beta test, implement and train technicians in the new integrated T1 products.

•I was selected to be trained and implement the new Hosted VoIP products in the Midwest Region. Vast experience in T1 integration and performed many successful installations of these services.

1998 - 2001 Viasource Communications, Chicago, IL

Senior Lead Technician

Accomplishments

•Promoted to Lead Technician within one year.

•Promoted to supervisor position.

Responsibilities

•Install SDSL and IDSl at the customer prem.

1997 - 2000 Audio-Tel Communications, Des Plaines, IL

Communications technician.

Accomplishments

•Project management assistant for new installations and physical moves.

•Customer consulting for new and existing products.

Responsibilities

•Cabling, and phone system installation,

•Troubleshoot and program phone systems.

•Lucent/Avaya, Nortel, NEC, Samsung, Panasonic phone systems.

EDUCATION:

•Weber High School.

TRAINING & CERTIFICATIONS

•Integrated Voice and Data Router training. February 2001.

•Certified T1 Products and Procedures Instructor. May 2001

•Central Office and Collocation training. May 2001.

•Internet troubleshooting training. December 2004.

•Topology and Interconnection Knowledge of VoIP Networks. May 2007.

•Wan Structure and Troubleshooting training. June 2007

•Field Services Departmental Leadership training. December 2007.

AWARDS

Access One: Quarterly outstanding employee award in March of 2008;

Quarterly outstanding employee award in June of 2009;

Numerous recognition letters from customers for superior work.

MPower Communications: Numerous honorable mentions for outstanding work;

Recognition award for T1 training of Chicago field technicians;

Recognition award for beta testing and execution of successful VoIP installations in the Chicago market.

References upon request

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