Customer Service Quality Assurance

Louis Luna

346-***-**** *****@******.*** **** Viking Drive, Houston,

Texas

Summary:

Responsible Technician with excellent

troubleshooting,customer service and analytics skills coupled with more than 40 years experience. Highly effective in complying with safety requirements evidenced by zero work loss days. Broad skills in maintenance and bench builds. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills,excellent time management and problem-solving skills. Enthusiastic individual experienced in analyzing issues on service calls and finding effective solutions. Offering engaging and pleasent personality with expertise customer relationships

Experience:

AT&T Houston, Texas

Systems Technician 05/1990 - 12/2022

Supported IT end-user concerns using troubleshooting and root cause analysis to resolve issues

Submitted daily paperwork to record completed jobs and related information

Enforced safe job site and maintained compliance with company safety,OSHA and customer-specific safety standards Developed and maintained strong client relationships to deliver exceptional customer service and problem resolution Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution Installed configured and patched user hardware and software Maintained quality assurance and customer satisfaction objectives

Executed diagnostics, troubleshooting and evaluations on voice and data

Worked on installing and Maintaining Customer phone systems Brown and Root Houston, Texas

Technician 06/1986 - 05/1990

Maintained quality assurance and customer satisfaction objectives

Executed diagnostics, troubleshooting and evaluations on Phone equipment and data equipment

Organized work to meet demanding production goals

Completed job report and logs immediately following service calls

Setup and performed test activities

Conducted test of conponents and systems to evaluate performance and identify concerns

Worked on installing and Maintaining Customer phone systems Communication Corporation of America Houston, Texas Technician Assistant 11/1980 - 06/1986

Maintained quality assurance and customer satisfaction objectives

Executed diagnostics, troubleshooting and evaluations on voice and data cabling

Organized work to meet demanding production goals

Completed job reports and log immediately following service calls

Worked on installing and Maintaining Customer phone systems Skills:

Maintenance Support Systems, Issue and Resolution Tracking, Hardware Evaluation, Data Connectivity, Voice and Data Service Migration, Diagnose Faults

Education:

Stephen F Austin High School Houston, Texas

Certifications:

Various certifications on Nortel (PBX),Shoretel,and Avaya IP Office

Some minor Cisco training

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