Customer Service Delivery Driver
Resume:
Harry Warren Montgomery Jr.
Marietta, GA
m: 770-***-****
********@*****.***
Professional Summary
Dedicated professional with a strong background in telecommunications network support, systems troubleshooting, and technical issue resolution for top companies
Highly effective and well-rounded professional with deep dive experience in investigating, diagnosing, analyzing, and fully resolving network issues to maintain a high level of network continuity. Dedicated specialist who is known for delivering excellent service in fast-paced environments, with the skillset to conduct network surveillance, perform in-depth testing, optimize network performance, and analyze complex information. Out-of-the-box thinker who is comfortable working in teams or independently to ensure solutions consistently meet or exceed business goals.
Core Competencies
Telecommunications Support
Network Surveillance
Systems Analysis
Critical Thinking
Network Testing
Performance Monitoring
Team Collaboration
Task Prioritization
Troubleshooting
Communication
Organization
Attention to Detail
Professional Experience
Instacart, Central, NJ / Metro Atlanta, GA, Febuary 2018 to Present
FULL SERVICE SHOPPER
Deliver the highest level of service while forming positive relationships with customers and provide personalized service, including no-contact delivery and helping older customers put groceries away.
Verify orders with the customer, locate items at other stores when necessary, and expedite order transfer to the delivery driver.
Receive customer service ratings of 4.98 out of 5 for over 150 grocery deliveries and acquire repeat customers by consistently surpassing expectations.
Select items from the customer’s chosen store, verify replacement items when the customer’s first choice is out of stock, and deliver groceries on time to the exact location specified.
Adhere to all product handling and sanitization regulations as well as company policies and use face masks and hand sanitizer to protect customers and others.
Exceed revenue targets on a reliable basis by proactively offering customer-specific suggestions of accessories and related items.
Listen attentively to customer needs via in-person and phone in order to provide an exceptional experience.
United Postal Service, Atlanta, GA, October 2021 to January 2023
SEASONAL PERSONAL VEHICLE DRIVER
Collaborated extensively with a team of drivers to share information and develop solutions to meet a broad array of deliverables.
Developed trust relationships with customers by portraying integrity, reliability, and credibility during personal interactions.
Maintained compliance with quality standards and procedures to minimize errors and maximize customer satisfaction. Can you provide an example of a quality standard?
Accountable for organizing the storage facility, loading delivery vehicles, and delivering packages to residential and business customers.
Planned optimal routes to avoid delays and confirmed deliveries against shipping instructions before delivering to customers.
Obtained signatures as required for specific packages and documented items received and delivered.
AT&T Mobility (Formerly Cingular Wireless), Atlanta, GA, January 2002 to November 2016
MOBILITY NETWORK RELIABILITY CENTER NOC
Conducted Tier I surveillance and technical support for AT&T’s Signaling System 7 (SS7) Network and interconnected network elements, such as STPs, HLRs, MSCs, Voicemail, SDS, DSR, CALEA, SONUS, VoIP, SGSN, Cisco 7609 routers, and Over the Air (OTA) provisioning platforms.
Monitored and maintained AT&T’s Enhanced 911 Network (E911) and associated nodes, including LMUs SAS, RNCs, MSCs, BSCs, MMEs, WLGs, AMSs, and additional E911 nodes.
Established technical bridges and engaged all node owners,vendors and LEC personnel to troubleshoot network outages to minimize outage time. Can you explain this a bit?
Partnered with AT&T, vendors, and LEC personnel to identify faults and develop resolutions to events that affected customer service.
Conveyed information regarding unanticipated occurrences affecting National Voice and/or E911 platforms.
Generated SIR/SEV notifications and incident summary reports for root cause analysis as well as promptly notified the FCC of reportable cases.
Cross-collaborated with Technical Teams to address outages and maintenance events by assessing Protocol Analysis (PA) sessions or call traces to isolate ISUP, IS-41, and GSM MAP call processing failures.
Examined signaling link loads to detect possible network congestion, node failovers, traffic migrations, or loss of redundancies.
Prioritized and managed critical trouble tickets concerning affected network elements interconnected to MTRC E911 and MTRC National Voice Platforms for troubleshooting and tracking purposes.
Chronicled real time event occurrences during outages and/or service affecting maintenance activities.
Tasked with isolating and resolving SMS, WAP Roaming, and OTA issues in addition to troubleshooting and diagnosing T1 issues by performing loopback and head to head testing.
Performed nightly manual backups of STPs, HLRs, and SMS equipment for network performance trend tracking.
Sprint, Atlanta, GA, 2000 to 2002
NETWORK OPERATIONS SPECIALIST I & II
Conducted various service delivery functions to support private line, dedicated IP, ION, and ATM broadband infrastructures.
Tracked DS3/OC-n service orders, such as private line configurations or access facilities, dedicated to customer services.
Mapped Alcatel, NEC Sonet rings, and Broadband DACS within the Sprint network and performed continuity testing with LECs, Sprint Outside/Inside Plant Techs, and customers.
Investigated and resolved service delivery order issues for Broadband Group and executed performance monitoring and testing.
Technical Expertise
Tekelec Eagle STP
SONUS
Cisco 7609 Routers
True Position 3745/3845 Routers
Net Analyst
Netcool
Telnet
SSH
Granite
Agilent AccSS7 Tools
Remedy-Based CTS Ticketing System
SONET Management Systems
BBOSS & React 2001 Remote Test Platform
Education and Credentials
studied Social Science, 2018
University of Maryland, City, MD
studied Culinary Arts Management, 2009
Art Institute of Atlanta, Atlanta, GA
Trainings and Certifications
Interconnecting Cisco Networking Devices Part 1 & 2
Six Sigma White, Yellow and Green Belts
Telcordia SS7 Wireless Course
Tekelec STP Eagle Maintenance and Database Admin Course
Cisco Systems
Awards and Honors
Harry, if you have anything to add here, feel free. If not, no worries as we can delete this section.
Professional Affiliations
Same here—if you belong to any professional groups, please list them here. If not, no problem.
Volunteerism
If you’ve ever donated your time to a cause, please list that here.
Additional Information
Languages: English, any others? (if not, we can delete this line)
Interests: Sailing (competitive), skiing, golfing, fly-fishing, photography, literature, tennis (recreational) [These red words are only suggestions, please replace them with what is correct for you.]
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