Customer Service Technician

M ർ ൺൾඅ Aඅൻൺඇඈ

Lakemoor, IL ***** 630-***-**** *************@***.***

Skilled Technician with broad base of experience in technical support and operations. Resolves problems quickly, delivering high levels of customer satisfaction. Excellent knowledge of Telephone Repair and Cable Splicing. First-rate Technician with 30 years of experience offering outstanding support to users of various levels. Exceptional skills and knowledge in Telephone and Fiber Splicing Installation and Repair . Established reputation as sharp technology expert when working with customers to identify and deploy solutions.

Technical issues analysis

Customer service

Problem resolution

Project organization

Customer service expert

Team building

Communications

Customer Systems Technician, 05/2010 to Current

AT&T Inc. – Gurnee, IL

Developed and tested new product offerings prior to release to assist development team in bug identification.

Explained technical information in clear terms to non-technical individuals to promote better understanding.

Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks.

Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.

Fiber Splicer, 05/2003 to 05/2010

AT&T Inc. – Buffalo Grove, IL

Spliced, bonded, ground and terminated cables.

Tested fiber optic cables and documented results.

Built splice cases to enclose exposed transmission lines. Performed repairs on severed fiber cables to restore to complete functionality. Read blueprints and schematics to correctly place equipment. Planned layouts and ran cable into buildings and through walls, attics and crawl spaces. Pඋඈൿൾඌඌ ඈඇൺඅ Sඎආආൺඋඒ

S අඅඌ

Wඈඋ H ඌඍඈඋඒ

Analyzed user-generated trouble tickets to determine causes of problems and took appropriate action for resolution.

Maintained excellent attendance record, consistently arriving to work on time. Customer Systems Technician, 05/1992 to 05/2003

AT&T Inc. – Bellwood, IL

Analyzed Telephone and Communication issues to identify troubleshooting methods needed for quick remediation.

Explained technical information in clear terms to non-technical individuals to promote better understanding.

Collaborated with vendors to locate replacement components and resolve advanced problems. Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.

Journeyman Lineman, 03/1989 to 05/1992

AT&T Inc. – Bridgeview, IL

Performed maintenance and reconductoring work in varied weather conditions. Maintained solid safety record with no OSHA-recordable incidents. Analyzed preparation documents to correctly set up installations at job sites. Set ground anchors and guying systems for utility poles. Strung cables between structures and lines from poles, towers, or trenches and pulled lines to proper tension.

Complied with legal regulations and company procedures to achieve high-quality performance in safe working environment.

Resagged loose lines to prevent failures.

Inspected and tested lines or cables, recording and analyzing test results to assess transmission characteristics and locate faults or malfunctions. Accessed specific service areas to string lines and install terminal boxes, auxiliary equipment, or metering appliances.

Removed old poles and hardware and replaced with new equipment. Spliced, joined and connected wire to fixtures and other electrical components. Consistently updated knowledge of safety requirements and policies. Interpreted drawings, wiring diagrams, flow charts and written descriptions of project requirements. Applied knowledge of trade tools and ability to read and follow blueprints and wiring plans to projects. 06/1988

Lake Park High School - Roselle, IL

General Studies

Carl Sandburg College - Galesburg, IL

Eൽඎർൺඍ ඈඇ

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