Customer Service Technician

Robert Catanzano

** ******* ***** *****

North Andover, Ma 01845

(Hm.) 978-***-**** (Cell) 978-***-****

********@*****.***

Education

ITT Technical Institute Woburn, Ma

Graduation: September 2006

Associates Degree in Computer Networking Systems

Honors in 1st, 3rd, and 6th Qtrs. GPA: 3.48

Skills

MS Word, Excel, Power Point, Outlook and Outlook Express and various other applications.

Six years experience with Lotus Notes, Oracle systems, Active Directory, printer configuring, wireless technologies, and general computer trouble shooting. Thirty-plus years as an experienced Customer Service agent

Work Experience

New England Copy Specialist (NECS) Woburn, Ma

Service Coordinator/Dispatcher

Jan 2015 – Jan 2020

Systems used: OMD, MWA, SAP, FORZA, EAUTO

Fielded calls from customers and inputted their information into SAP database.

Oversaw Dispatch for 20 technicians over 5 states in the New England area

Updated customer address information in computer database

Created procedural documentation for the position

Earthlink Business Burlington, Ma

Repair Technician/Trouble Resolution Overnights

July 2007 – March 2014

Systems used: Remedy, Meta-Switches, 5E phone switch, GEO-Probe, Windows XP

Fielded calls from customers and sales reps to troubleshoot phone and computer connectivity

Diagnosed and repaired connectivity issues on T1, ADSL, and DSL problems to customers’ satisfaction

Made procedural documentation for some applications used in the office

Input customer information onto Remedy computer database

Sent information to dispatch for technician visit when necessary

Inspected, added, and changed phone features in 5e switch database

Updated customers on their accounts, trouble tickets, and dispatch procedures

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