Service Representative Customer

KENNETH A. PETERSON

Email: ***********@*********.***

Phone: 719-***-****

Address: Peyton, CO 80831

PROFESSIONAL SUMMARY

Customer-focused professional with an extensive Customer Service career including 10 years in Telecommunications. Offering engaging and pleasant personality with expertise in improving customer relationships. A performance- oriented and enterprising leader with an organized nature, who incorporates an analytical approach to problem- solving with attention to details, coupled with polished verbal, written and interpersonal skills. WORK HISTORY

COPART-Remote Customer Service Representative

Dallas. TX – 7/2021-8/2022

• Using a nationwide database portal (G2-Portal) remotely, documented vehicle status for pick-up availability while recording shop charges for insurance provider approval.

• Monitored, reviewed, and updated accounts for validity before contacting vehicle owners, insurance adjusters and automotive shops via telephone, email, or SMS texting, averaging a minimum of 60 contacts during an 8- hour shift.

• With a strong eye on propriety, engaged Insurance providers telephonically and digitally, to include Liberty Mutual/SAFECO, USAA, Progressive, State Farm, Farmers, and many others on insurance claim discrepancies to facilitate vehicle pick-up.

Kindness Remindness – Organizational Consultant

Falcon, CO - 11/2019 – 12/2021

• Exploring charitable opportunities to bless our community. InnoRev Home Solutions, LLC - Owner/Builder

Colorado Springs, CO - 08/2016 - 09/2019

• Sold and built residential decks and fences for over 65 clients. Reliance Globalcom/Global Cloud Exchange - NOC Engineer/Activations Manager Denver, CO • 03/2008 - 04/2016

• Monitored and maintained global network and extensive Metro E services according to established practices and MOPs.

• Managed and serviced, maintenance and trouble, ticket loads in a 24/7 NOC environment.

• Familiar with industry standard protocols such as VPLS/MPLS, RIP, OSPF, BGP. Experience with DNS, IP Routing, Layer 2, VLANs (tunneling and tagging), QOS/COS and ACL's.

• Coordinated and implemented worldwide service activations and upgrades via remote access with organic and contracted onsite Field Operations.

• Developed and applied custom router and switch configurations, as well as, shipped said equipment internationally for service turn-up.

• Interacted daily with Tier I/Tier II providers such as Verizon, Level3, Time-Warner, COLT, FLAG, and PacNet. Primerica Financial Services – Insurance/Debt Consolidation Specialist Colorado Springs, CO - 05/2000 - 09/2003

• Worked with families to assess and update insurance needs while consolidating consumer debt to reduce their monthly financial burden.

CERTFICATIONS

Microsoft Certified Professional

Benken Stone Solutions – Owner/Builder

Colorado Springs, CO • 09/2001 – 02/2008

• Repaired, designed and modified residential and commercial property in conjunction with Handyman Connection.

Rhythms NetConnections, Inc - NOC Engineer II

Englewood, CO • 04/1999 - 08/2001

• Monitored and maintained T3, T1, ADSL, SDSL and IDSL circuits for customer high speed internet access over a nation-wide ATM backbone using a Frame Relay Network Management System (NMS).

• Remote analysis and resolution of diagnosed service failures from residential and commercial customers, to include ISP, ILEC and CLEC troubles.

• Managed and serviced trouble ticket loads developed from Call Center and Internal operations. U. S. Army Finance Corps - Finance NCO/QA Specialist 10/1977 - 03/1999

• Administered a Windows NT/Novell environment supporting 7 Windows NT and Novell servers, and 85 Windows NT 4.0, Windows 95 and Windows 3.11 clients.

• Designed and implemented 3 LAN/WAN intra-installation retrofits.

• Created and coordinated IT, Telecomm, payroll and tactical training programs for 4 battalion staffs. SKILLS

Hardware -

• Extreme Summit and SummitX series switches, EtherNid, ADVA, and Accedian CPE's, Nortel SR and Tasman 1000 series routers.

• Cisco 1800-2800 series routers. Catalyst and BPX series switches.

• Harris and Turnstone metallic loop testing devices

• Intel-based PC's and single-processor servers, personal and high-speed Dot Matrix, inkjet and Laser printers. Software -

• Remedy ARS, NetProvision, Symphony, HP Openview/NerveCenter, Siebel, Visio

• Extreme CLI, Cisco IOS, JunOS

• VPLS/MPLS, XOS, BGP, OSPF, DNS, IP Routing, Layer2, VLANs (tunneling and tagging), COS/QOS

• Microsoft Office Suite (including TEAMS), Windows 7-10, Adobe Acrobat Pro

• DynaComm Elite, CICS

EDUCATION

Pikes Peak Community College - Associates Degree: General Studies National American University - Management Information Systems University of Maryland - General Studies/MIS

Interconnecting Cisco Network Device training (ICND) for CCNA with ASCOLTAMicrosoft ATEC System Engineer training (MCSE) with ExecuTrain: Management Information Systems

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