Customer Service Telecommunications Technician

RH

RYAN HOWARD

****.**********@*****.*** 817-***-**** Godley, TX 76044

Motivating Department Head offering 14 years of team building and leadership experience in The Fiber industry. Coaching and supporting employees to achieve success and meet company goals. Skilled at performance management and succession planning.Dedicated Customer Service Technician lends expert insight into problematic installations and requests for service. Conducts custom assessments and troubleshooting to resolve performance issues and restore service levels. QA-focused approach to maintaining customer satisfaction with expedited assessment, order fulfillment and processing. Resourceful experience handling and deploying equipment and services. Seasoned installation and repair technician setting up, configuring and maintaining diverse telecommunications systems. Excellent relationship-building and problem-solving skills with demonstrated success in working both alone and as part of team. Good communicator and prioritizer. Capable Telecommunications Technician experienced in installing high-speed data, video and voice equipment. Highly organized and hardworking with remarkable work ethic and diligent nature. Seeking to apply 12 years of experience in the industry to dynamic position with opportunity to make positive impact on customer service and team productivity. Effective at completing inside and outside installation work with speed, efficiency and accuracy. Knowledgeable about pulling cable, setting up devices and establishing networks. Proficient in time management, planning and recordkeeping.

Employee coaching

Quality control

Telecomm regulations knowledge

High-energy attitude

Route management

Project management abilities

Technologically savvy

Conflict mediation

Cross-functional collaboration

Inbound and outbound calling

System implementation

Customer relations

Report creation

Basic math

Working collaboratively

Problem resolution

Project planning

PPE use

Reliable and trustworthy

Fluent in Spanish

Lightup Construction Denton, TX

Head of Fiber Department

04/2022 - Current

Used [Software] to document and report on completed work. Identified and resolved issues presenting with fiber optics light sources. Setup and properly maintained all equipment to achieve precise testing and maximum functionality.

Planned testing processes and verified on-time execution within expected parameters.

Calibrated devices and documented procedures to maintain current maintenance records.

Recommended optical, optic-equipment design and material changes to reduce processing times.

Updated project documentation to reflect changes to procedures and processes based on compiled data.

Handled fibers for device routing, ribbon breakouts, component assemblies Summary

Skills

Experience

and custom splicing projects.

Forecasted, scheduled and monitored project timelines, personnel performance and cost efficiency.

Created project plans with established timelines, assigned to appropriate teams and managed workflow throughout construction. Made changes to project scope and cost and implemented most effective change management processes to keep project up-to-date. Drafted project construction schedule and updated as job progressed. Built and established strong partnerships with teams, vendors and contractors.

Determined project staffing needs and led resource management. Led meetings with internal team members, consultants and contractors. Furnished project updates to various stakeholders, informing on strategy, adjustments and progress.

Managed contracts with vendors and suppliers by assigning tasks and communicating expected deliverables.

Created team objectives and roles with specific goals outlined for each individual.

Conducted periodic inspections of job sites for quality and progress. Drove continuous improvement of project delivery process by providing strong leadership.

Modified project plans when needed to better align with organizational objectives.

Managed scheduling, training and inventory control. Implemented policies and standard operating procedures and managed quality, customer service and logistics.

Delivered positive customer experiences by implementing effective quality assurance practices.

Planned delivery routing, team workflows and promotional initiatives. Recruited, hired and trained crew members on application of projects, customer relations and customer service.

Created corrective actions based on adverse KPI trends. Controlled departmental facilities use and approved requests for repairs or improvements.

Collaborated with team leaders on quality audits.

Addressed customer concerns with suitable solutions. Motivated and evaluated personnel for performance improvement and goal achievement.

Enforced federal, state, local and company rules for safety and operations. Responded to information requests from superiors, providing specific documentation.

Monitored resource use to achieve set goals within budget constraints. Conducted employee observations and documented findings. Aided senior leadership during executive decision-making process by generating daily reports to recommend corrective actions and improvements.

Tracked and replenished inventory to maintain par levels. Verticom Dallas, TX

Fiber Splicing Foreman

02/2021 - 04/2022

Utilized software applications to monitor and troubleshoot telecom devices from remote locations.

Connected wires and cables to terminals and attached and detached various kinds of hardware to wires, cables, buildings or poles. Handled fibers for device routing, ribbon breakouts, component assemblies and custom splicing projects.

Used [Software] to document and report on completed work. Installed outside plant fiber optics in manhole and telco boxes. Climbed poles and entered tunnels, buildings, trenches or manholes to accomplish various job tasks.

Spliced cables with hand tools, epoxy or mechanical equipment. Delegated work to staff, setting priorities and goals. Delivered positive reinforcement and constructive criticism for employee work efforts.

Prepared and planned worksites to help jobs run smoothly. Reported project progress, site problems and labor status to supervisors. Inspected completed work to assess quality and identify skill gaps. Determined schedules, sequences and assignments for work activities, based on priority, quantity of equipment and personnel skill. Established and enforced clear safety policies to protect workers from injury.

Coached staff on strategies to enhance performance and improve customer relations.

Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.

Monitored employee work levels and optimized performance with strategic approaches.

Created work crew schedules and delegated assignments. Allocated material and labor resources to promote on-time and under- budget project completion.

Trained and monitored employees to teach daily tasks and improve performance.

Filled out work orders, repair logs and maintenance plans to document work completed.

Kept records of parts and equipment used in projects to update inventory. Reviewed project blueprints and specifications to determine number of workers needed to complete jobs.

AT&T Weatherford, TX

Customer Service Technician

02/2008 - 07/2020

Provided in-field fiber optic and copper cable installation and repair services according to organizational QC standards. Offered custom troubleshooting to assist problem resolution and restore service levels.

Achieved high quality marks on quality assurance evaluations through unannounced management visits.

Capitalized on opportunities to enhance customer experiences and bring in repeat business.

Provided top quality control and eliminated downtime to maximize revenue.

Evaluated customer account information to assess current issues and determine potential solutions.

Asked probing questions to determine service needs and accurately input information into electronic systems.

Delivered fast, friendly and knowledgeable service for routine questions and service complaints.

Mentored junior team members and managed employee relationships. Fielded customer complaints and queries, fast-tracking them for problem resolution.

Cultivated impactful relationships with customers and drove business development by delivering product knowledge.

Recommended, selected and helped locate merchandise based on customer needs and desires.

Upheld privacy and security requirements established by FCC and regulatory agencies.

Investigated technical issues using knowledge base and personal experience to complete timely resolutions.

De-escalated problematic customer concerns, maintaining calm, friendly demeanor.

Laid out cabling plans and ran through buildings to desired locations. Anticipated and analyzed common connectivity workflow problems. Read and interpreted technical documentation in order to accurately configure equipment.

Exceeded customer satisfaction by finding creative solutions to problems. Recognized by management for providing exceptional customer service. Coordinated trunk testing with phone vendors to troubleshoot possible problems.

Installed, set up and repaired devices and system components. Resolved interpersonal conflicts by listening, finding common ground and building relationships.

Contributed to development, planning and completion of project initiatives.

Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services. Robertstown University Wilmington, DE

GED

03/2004

Education and Training

Contact this candidate