Support Customer

Bernie Lyons

www.linkedin.com/in/bernielyons*

Bernie Lyons 678-***-**** *******@*********.***

Atlanta, GA

TELECOM SUPPORT

Accomplished professional with years of experience in providing professional support services to Fortune 500 Internal and External Customers. Excellent knowledge of infrastructure design and Microsoft Excel and Word skills. Instrumental in improving operations processes by deploying innovative enterprise messaging solutions. Strong Help Desk/Deskside support background maintaining and troubleshooting Wireless security and Wireline communications, Avaya/Nortel PBX, Blackberry, i-phone, and Android cell phones as well as onsite support for operating systems and network operating system failures.

Accomplishment Summary:

Reduced monthly bills by 70% by implementing VeraSmart system to control mobile device usage, security, roaming plans, and devices needing deactivation for no usage.

Negotiated large contracts for long distance service, paging needs, cellular needs, and equipment leases, resulting in a monthly savings of 50k.

Provided on-line troubleshooting of customer systems reducing wait time by 25%.

Trained others in essentials of various UNIX operating systems and network concepts to help facilitate and improve team communications.

Traveled to customer sites to perform upgrades resulting in increased customer satisfaction scores.

Improved operations processes by deploying innovative enterprise messaging solutions including automated notices sent to mobile devices informing users to manage their international data plans to control costs.

Other/General

Ability to interact with Product Management and Application Development.

Ability to work independently and in a team environment.

Excellent written and verbal communication skills.

Knowledge of logistics (domestic and international).

Ability to multi-task and deliver high quality results.

PROFESSIONAL EXPERIENCE

Arrow Exterminators Cumming, GA Apr 2019 - Present

Pest Control Service Professional

Inspect and survey client properties to determine the presence of pests.

Prescribes safe corrective actions for pest problems, considering chemical and non-chemical

solutions with a focus on health and environmental impact.

Waffle House Cumming, GA Dec 2018 – Apr 2019

Grill Operator

Prepare customer orders ensuring order completeness ensuring customer satisfaction through proper food preparation and sanitation.

Gwinnett County Public Schools Suwanee, GA April 2017 – Nov 2018

Environmental and Supply Services

Perform assigned custodial care tasks maintaining school properties.

Performed cleaning duties removing rubbish, maintaining furniture, cleaning floors, appliance repair.

Monitored building security and safety, locking doors after hours, reporting unusual activity.

Arris Group Suwanee, GA 2000 - 2016

Communications equipment for broadband voice and data transmission

Sr. IT Systems Specialist

Blackberry, Apple IPhone and Android wireless device cellphone support.

Troubleshot and diagnosed operational issues in the Microsoft Exchange electronic mail environment for 8000 employees in over 50 countries.

24x7 support for 5,000 subscribers on Call Pilot and Intuity Audix voicemail system with minimal downtime by efficiently utilizing my troubleshooting skills and vendor support network.

Submitted trend analysis of telecom activities to various departments as requested.

Implemented VeraSmart invoice management for billing, inventory management, and security with ability to track device usage, correct inefficient plans, and reduce waste thus enabling a vision at all times of resource utilization.

Arranged for local and long-distance phone service for multiple locations for plant openings and closures.

Routinely provided onsite support for high profile customer systems outage.

Movius Corporation Duluth, GA 1999 - 2000

Communications software applications for voice and video mail

Field Service Engineer

Responsible for first line technical support for the MVP voice messaging product line.

Processed incoming calls from customers professionally and courteously within 3 minutes.

UNIX database management to track customer history relating to systems resulting in increased customer satisfaction.

Replaced components on server equipment including: circuit cards, PC workstations, cabling, and testing software upgrades for functionality.

Participated in the activities of product teams whose products were built upon UNIX operating systems and networks.

Melita International Norcross, GA 1999 Telecommunications

Telecom Analyst

Executed PBX administration functions for 700 port networks within a multiple switch environment.

Voicemail administrator involved in all moves, adds, and change activity functions.

Established and maintained all on-site and remote accounts not being done before due to lack of support personnel.

Initiated documentation of all backup procedures and recovery procedures for problems.

Maintained vendor relationship for local and remote switched services for 800-service, local and long-distance service.

Established and maintained accounts with local Bell companies for 25 remote offices providing ISDN, digital, and analog service.

Provided expertise for implementation of ACD with multiple skill levels and call vectoring for automating inbound customer activity reducing customer hold times increasing satisfaction.

EDUCATION:

Bachelor of Business Administration

University of North Georgia - Dahlonega, GA

TRAINING AND HONORS:

Arris - STAR Award - March 2012

Recognized for converting company mobile devices over to MobileIron Mobile Management solution to track inventory and control expenses.

Currently pursuing CompTIA, A+ certification.

Help Desk Support for IBM Lotus Notes 6/6.5.

AV support for video conference and long distance meetings.

Installing and Managing Microsoft Exchange Server 2007.

ACTIVITIES AND COMMUNITY INVOLVEMENT

Boy Scouts of America – Assistant Scout Master

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