Customer Support Representative
Resume:
Patricia Warwick
Shrewsbury, NJ *****
*************@*****.***
Self-starter with superior organizational skills
Extremely detail-oriented; enjoy and excel at taking on research projects
Excellent communication skills, both verbal and written
Strong quantitative and analytical skills
Strong strategic planning ability
Ability to multitask and coordinate with others
Patient but firm management approach; calm demeanor in a crisis
Verizon Wireless Top Performer Awards:
Achieved Top Performer Platinum Status
Q3 2014 3RD place, Q4 2014 1ST place, Q1 2015 1ST place, Q2 2015 1st place, Q3 2015 3rd place, Q4 2015 Up & Coming Award for excelling as an individual contributor & as a team member, Q1 2016 1st place, Q3 2016 Personal & Team Commitment Award
Authorized to work in the US for any employer
Work Experience
Warehouse Associate
AMAZON.COM - Ocean Township, NJ
Present
Pick, sort and prepare packages for delivery to their destinations
Concierge/Receptionist
BRANDYWINE REFLECTIONS – Colts Neck, NJ
Present
Assists residents with daily tasks, monitors front lobby area, answers phones, ensures COVID-19 protocols are adhered to, collects and files Department of Health paperwork for all visitors.
Staffing Coordinator
HMHN HOSPITAL NETWORK - Neptune City, NJ
June - August 2022
Assisted in securing additional nursing resources to ensure adequate staffing levels. Made recruitment calls to attain available staff; entered schedule changes into the staffing system. Entered benefit time changes into the payroll system, using appropriate codes and complete information. Completed Department of Health calculation for staffing ratios for all nursing units.
Retail Sales
AT&T STORE - Township of South Brunswick, NJ
2021 to 2022
Sold AT&T branded products, accessories and service agreements to customers; would activate new phone service for customers; upon request would troubleshoot hardware and software issues and, if possible, fix the issue
Enumerator
U.S. DEPARTMENT OF COMMERCE / CENSUS BUREAU - Toms River, NJ
February 2020 to October 2020
Interviewed respondents to collect survey or census data as required for 2020 census. Responsible for reading survey materials & conducting door-to-door surveys, explaining the purpose of the survey, asking questions as worded on the questionnaire or survey instrument, & entering accurate & complete information into a laptop computer or onto survey forms. Maintained personal payroll records that reflect hours worked, miles driven, & reimbursements for travel & communications claimed
Office Assistant
KATHERINE GRADY - Middletown, NJ
2017 to 2020
General office duties - organization & maintenance of client files, drafting client cost quotations/ service proposals & agreements, billing & occasional collection management duties, preliminary project research, grant application submissions, procurement of project supplies, other duties as assigned
Network Ops Center Technician
VERIZON WIRELESS - Bedminster, NJ
2013 to 2017
Monitored performance of the Verizon Wireless Network regional switches, internal data network components & feature platforms. Ensured high network availability & attainment of service levels by proactively responding to alarming within the network. Conducted technical analysis of alarms for various network components (environmental, network performance, transport & client trending-related issues)
• Using NOC tools, distinguished between legitimate alarms & scheduled maintenance tasks; notified field engineers about alarms when appropriate
• Worked with Lucent, 5ESS & Nortel MTX switches
• Would troubleshoot the following issues: OTNGN, EDN, WSN/WDN, IT WAN
• Participated in teleconferences with internal teams & with outside equipment vendors regarding network upgrades, new version rollouts, process/procedure modifications, network outages & service restoration efforts
• Provided shadowing/mentoring support for new employees by conducting on the floor training based on real-time examples
E911 Operations Technician
VONAGE - Holmdel, NJ
2007 to 2013
Created & maintained detailed records for E911 failure incidents, including generation of event summary for legal department. Tracked down & verified information from various law enforcement & public communication agencies; cultivated a strong working relationship with all groups involved; maintained a high level of confidentiality
• Served as acting supervisor during Supervisor's maternity leave
• Trained & evaluated progress of new employees
• Handled subscriber information requests from law enforcement agencies; forwarded subpoena/exigent forms to the proper legal department contacts
• Worked closely with internal corporate groups (Operations Engineering, Applications Engineering, Carrier Relations, Device Development & Certification, Product Development) to coordinate efforts in identifying systemic issues, workarounds & product enhancements
• Discovered a software flaw that negatively affected the display of Canadian subscriber addresses at the PSAP (Public Safety Access Point, or Police Department) during a 911 call; worked with the engineering, development & testing teams to isolate and correct the issue for future software releases. Received special recognition from the Director of Network Operations for my efforts.
E911 Operations Technician
VONAGE - Holmdel, NJ (cont’d)
Performed advanced analysis, notification & trending of alarm data, network events & ticket escalation dispositions
Experience working in call center environment
Account Manager, Satellite Services
ABC RADIO NETWORKS - New York, NY
1999 to 2007
Sold satellite distribution services to independent radio broadcast clients; managed every aspect of account from service proposal through contract negotiation to equipment setup & collections management, if necessary. Managed rental studios, produced daily radio program, was designated fill-in for traffic & commercial services managers for vacation coverage. Assisted Senior Manager of Technical Operations with various projects; cross-trained in newsroom operations in case of the event of a union workers strike
• Managed maintenance of accounts amounting to 4.1 million dollars per year. Clients included Indy Motor Speedway Network, Performance Racing Network, Talk Radio Network, WOR Radio Network, Museum of Broadcast Communications
• Consistently met or exceeded sales goals seven years in a row
• Defined & developed client service needs for cost quotations/service proposals; ensured specialized reports were updated & maintained
• Developed & negotiated pricing structures for both short & long-term service contracts
• Primary contact for studio rentals & bookings; arranged for catering, transportation & engineering requirements; helped to troubleshoot technical issues when necessary
• Trained & evaluated progress of new employees; supervised staff of board operators
• Assisted with development & maintenance of emergency preparedness plans & procedures
• Obtained & organized client playback media for recurring distribution & emergency purposes; checked & verified playback media for continuity
• Producer/board operator/call screener for live call-in talk programs & network satellite feeds
• Assisted with the development & design of ABC Satellite Services promotional materials
Education
Bachelor of Arts
Communications Media
KEAN UNIVERSITY - Union, NJ
Skills
Network: Knowledge in DNS, DHCP, NAT, TCP/IP, CDMA, LTE, IMS, Telco facilities,
E911 infrastructure.
Software: HTML5, CSS3, GSuite, Microsoft Office, Outlook, Excel, Word, Powerpoint, Windows 10, Peoplesoft, Remedy, Salesforce, Smart-square
Active Directory Sales
Disaster Recovery System Administration
MS Office Training
LAN Troubleshooting
Microsoft Windows VPN
Network Monitoring VoIP
Network Support Word
Operating Systems
Links
http://www.linkedin.com/in/pattie-warwick
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