Desheca Copeland

*** ******** ***. ********** ** 08854 973-***-****(C)

ad12oe@r.postjobfree.com

EXPERIENCE:

Verizon Wireless, Branchburg, NJ(Contract) 2023-Present

Network Repair Technician

Provide second-tier technical support to customer service, 611, telemarketing, Wholesale Team, and sales team.

Troubleshoot Volte, 5G and 4G/LTE call processing problems including system performance signal issues and drop calls and for post-paid, prepaid and wholesale customers through the Remedy trouble ticket system and the using various tools, NSP, IOP, Airwave, RTT 2.0 and XPT.

Collaborate with NMC and the field engineers to investigate and resolve system performance/RF network issues including firesats.

Johnson & Johnson Health Care System, Piscataway, NJ 2018-2023

Associate Customer Support Services

Responsible for providing superior, front-line customer service to Global Surgery and Global Orthopedic customers and sales rep, via telephone, Genesys Cloud chat, J&J Customer Connect chat, emails and faxes.

Interact with logistics carriers and distribution centers providing order processing status.

Review Optimizer for inventory control status products.

Create, enter and handle customer orders (via phone/fax or e-channels).

Review and search for orders using the order search report function in ECC.

Contact the distribution center to provide tracking numbers on outbound delivery numbers.

Respond to all queries (e.g. order status, product information, short shipments, over shipments, invoice request, bill only orders, stock availability, company policies, price quotes, claims, returns authorization processing (RGA) and invoices, attaching purchase numbers to orders.

Open interaction records for a new or existing claim (for all claim types) as part of the inquiry and service complaints process.

Created tickets through Iris Quicklinks for system and/or product issues.

Follow-up on open inquiries, back order items and escalate unresolved calls to appropriate subject matter experts based on SAP, JDE, Optimizer and MDM.

Verizon Wireless, Bedminster, NJ 2004-2017

Network Repair Technician

Provided second-tier technical support to customer service, 611, telemarketing, Wholesale Team, and sales team for the entire region, roaming partners and landline carriers.

Troubleshoot Volte, 4G/LTE 3G call processing problems and data issues pertaining to but not limited to translations, SS7, SMS(short message services), signal issues, drop calls and roaming for post-paid, prepaid and wholesale customers through the Remedy trouble ticket system and the CEM Tool.

Knowledgeable data consultant skills with data products, services and processes.

Handled and resolved Executive Escalations complaints.

Peer to Peer training for existing and new hire employees.

EDUCATION:

B.A. Communication

Kean University, Union, NJ

SKILLS: Type 55WPM, Microsoft Office, CDMA, EVDO, LTE, Volte, 4G/5G Voice/Data, RF, Airscale, Remedy, 3G, 4G, SS7, MTAS, Mars, RTT, CEM, Netgeo, SS7, Irisview.

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