Service Representative Customer

Kimberly Murray

Conyers, GA 678-***-**** ************@*****.***

Professional Summary

Experienced Business Customer Service representative committed to excellent organizational and time management skills with an extensive background in telecommunications technical networking.

Skills Highlight

Proven communication (written and verbal) and relationship management skills across business units

Strong organizational and prioritization skills and ability to manage complex, cross functional projects and deliver to a tight deadline

Work independently and effectively, prioritizing multiple competing projects

Highly detail oriented and organized, with strong problem solving and analytical skills

Effectively resolve disputes, developing outcomes to satisfy both internal and external customers

Experience working on small and large teams, as well as independently

Efficient

Consistently meets or exceeds expectations as indicated by history of outstanding merit reviews and numerous performance rewards as recognized by private organizations and peers

Hard working

Work History

Network Operation Technician III T-Mobile Atlanta, GA September 2020 - November 2022

Responsibility includes telecommunication backhaul (1G, 10G and 100G Ethernet) maintenance and repair activities in support of Sprint (T-Mobile) WAN wireline and wireless networks.

I provide support for single and multi-cell site outages, integration and disconnect activities utilizing intrusive and non-intrusive physical layer testing; and performing Nokia, Ericsson, and Cisco router configuration audits in a 24/7 environment.

Monitor performance health of circuit for all technologies.

Apply in-depth knowledge of anomalies (alarms, errors, discards, frame loss) and working knowledge of network equipment radios: 5G, LTE, UMTS, CDMA, GSM, EVDO and Dark Fiber Rings and dispatching field operation technicians when needed.

Advise and assist geographically distributed virtual teams with evaluations and identification of key performance indicators and tools to assess progress towards pre-identified outcomes of OSI Layers 1, 2, 3 regarding network outages.

Identify and resolve issues within the various applications supported.

Assist in testing, implementing new phases and auditing existing applications.

Manage field dispatches with vendors Ericsson, Goodman and T-Mobile 3rd parties.

Network Control Technician II, Sprint, Atlanta, Georgia, November 1998 - September 2020

Perform remote terminal and facility software loop connectivity testing on optical and digital circuits,

MAC Swap loop testing to sub-interface units on Ethernet circuits to isolate loss of redundancy and outages on Alternate Access Vendors (AAV) or Sprint’s network

Coordinate and direct the management of maintenance resources with Sprint’s Network Command Center (NCC) consisting of external management teams, Local Exchange Carriers, Alternate Access Vendors, internal Field Operations and Transport personnel during repair activities;

Run Net Quality tests to Samsung’s ASR 9k, ALU/Nokia’s 7705, Cisco ASR901, and Ericsson’s SE1200 routers to isolate faults on Ethernet circuits such as Jitter, Packet Loss, Latency and confirm QOS class

Apply necessary configuration changes to 1Gig and 10Gig Ethernet/ Microwave Backhaul circuit ports when isolating trouble on CDMA, EvDO LTE, 4G and 5G networks.

Establish and maintains professional, goal-oriented rapport with department managers.

Resolves all trouble ticket reports to customer satisfaction

Business Customer Service Representative, Sprint, Atlanta, Georgia, April 1986 – November 1998

Maintain and enhance medium to large revenue customer account base

Report troubles on customer service outages and future maintenance

Act as the liaison between the customer and Sprint billing, network operations and sales to maintain the highest possible standard of customer support.

Provide technical telecom maintenance support to Large National Account customers for all existing and new products and services.

Manage assigned account base by collecting and disseminating status, trouble resolution and closure information

Continue to grow revenue base through careful monthly analysis of Customer Product usage

Education

Southeastern Travel Academy, Certificate Degree, 1979, Orlando, Fla.

Board Membership

Camille New Beginnings Corp, 2022 - current

License

Cisco Systems Certification

ITIL v3 Foundation Certificate in IT Service Management, PeopleCert, Axelos

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