Customer Service Technician
Resume:
Hello
I am P.R. Alexander (Alex)
Atlanta, Ga 30329 720-***-**** ********.**.*@*****.***
IT Professional with over 15 years of customer service experience from retail,restaurant,and device repair to managed mobility.Seeking a position in Order management at Stratix,hoping to leverage organizational skills and Return order knowledge to help problem solve and introduce time saving customer facing strategies.Eager to expand my skill set through continual training and implementation practices throughout the entirety of mobile device Lifecycle management. Experience
04- 2018 - PRESENT
Stratix Corp,Johns Creek,Ga - MIC-VA Provisioning Team Lead
●Manage,receive,store all COPE,CL and IL inventory;assign and monitor orders entered and booked to the production team.
●Manage all Value Add, Run Rate and Deployment orders production forecasting to ensure SLA are met through time management,conflict management and priority setting.
●Identify issues with production and provide the necessary coaching,process document updates,tools and supplies for each project.
●Process Return Merchandise Agreement inventory for VA MIC and RMA dept through ORACLE and Procheck processes. Conduct cycle counts, data collection, device activations Requests and,Pre-Staging as needed.
●Communicate with PM,TSTs, Service and Warehouse any escalations,inquiries and expedites or problems to resolve with inventory.
●Lead by example,communicate and provide training,development and implementations and availability, to answer questions and assist with any issues across various departments.
Peak-Ryzex, Alpharetta,Ga - Quality Control/Staging Technician
•Implementation of smart staging to decrease time and enhance productivity and accuracy of largescale deployments.
•Configurations of peripheral devices,bar-codes,and device security protocols.
•Quality control,completed throughout hardware imaging and staging processes,functionality test on allworking components to ensure the device is operational for clients' needs.
•Detailed asset reporting spreadsheets for accuracy in inventory and activation;documenting devicespecific IMEI,SSID,serial numbers,model number,SAP number,location and cellular provider.
•Processed RMA's and Advanced Exchange. Fully kitted,configured and quality tested replacementdevices.
2
•Deployments shipped according to SAP information.Client provided deployment schedule to meetonsite installations technician.
01- 2012 - 07-2016
Batteries Plus Bulbs, North Fulton Various Locations - Certified Mobile Device Repair
Technician and District Lead
•Opening and closing duties; bank drops and counting down registers as well as cleaning andvisual setups for the day.
•Traveled to various stores to manage operations when scheduled managers were absent.• Composed account receivable invoices and faxed to clients; produced commercial quotes and communicated the daily needs and problem orders of our business clients to upper management.
•Provided Extensive product knowledge of bulbs, batteries and electrical devices usingcompany standards,on the job training portals.
•Created Process documents and trained other technicians best practices for Testing, analyzingand diagnosis of batteries to rule out possible problems with the device itself.
•Communicated with customers on the performance and power needs of their devices andadvised on the best batteries for their needs. Installed batteries in key-fobs, watches, cars, laptops and golf carts etc.
•Managed in store group training and demos and brainstormed with other leads and newpractices and procedures weekly.
•Conducted functionality test on all devices brought in for repair to best assess the problem andcourse of action needed to help the customer.
•Completed Technical Device Repair training and received certification from Ascent RepairOperations to repair various devices.
•Repaired various mobile devices in accordance to ARO standards Procedures.
Education
11-1998 - 05- 2002
North Springs Magnet Arts and Science School, Sandy Springs,Ga - College Preparatory and Career Technology Diploma
Ascent Repair Operations - Technical Device Repair Training
Certifications
ARO Support Technical Device Repair Master Technician
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