Customer Service Support

Daniel E. Freeman

**** ******** ***. *

Minneapolis, MN 55410

telephone - 612-***-****

********@***.***

Objective:

Seeking a technical or customer service position in the telecommunications industry.

Technical Education/Certification:

NEAT telecommunications certification, Hennepin Technical College and Dakota County Technical College, 1997

Various training courses in computer systems, customer relations, line translations, and remote testing, USWest

Communications and Qwest Communications, 1996-2001 Relevant Work Experience in Telecommunications:

2008-2024 FACILITIES SPECIALIST,

LUMEN TECHNOLOGIES

• Monitored and developed facilities records for support of outside technicians and service orders

• Interfaced with Lumen technical units and customer service support to assist vendors and end-us

2002-2008 REPAIR CONSULTANT,

QWEST COMMUNICATIONS INTERNATIONAL

• Coordinated repair of Residential and Small Business telecommunications services

• Interfaced with Qwest technical units and customer service support to assist vendors and end-users

Daniel E. Freeman 2

2001-2002 Customer Communications Technician,

Qwest Communications International

• Repaired and maintained DS0 level circuits, including consultation with central office technicians and outside technicians

• Interfaced with Qwest technical units and customer service support to assist vendors and end-users

1998-2001 Technical Consultant (Switch Consultant), Qwest Communications International

• Performed line translations for service orders and trouble reports

• Coordinated resolution of trouble reports, including customer contact and consultation with Qwest technical and marketing units

1996-1998 Service Delivery Coordinator,

USWest Communications, Inc.

• Initiated expedites and escalations for service orders that had missed critical dates or required early completion; this function required extensive interfacing with USWest technical, marketing, and administrative units and customer service support

• Organized special projects, including preparation of reports for upper-level managers and database management

1995-1996 Data Technician,

USWest Communications, Inc.

• Assisted with status checks on active service orders for USWest marketing units and provided clerical services in connection with the preparation of reports and database management Daniel E. Freeman 3

Additional Employment:

Lecturer, University of Minnesota, 1991-

Visiting Assistant Professor, University of Southern California, 1988-1991

Visiting Assistant Professor, University of Illinois, 1987-1988; 1995 Cataloger of books, music, archival materials, and audio-visual materials, University of Illinois and various private companies, 1986-1991

General Education:

Ph.D., University of Illinois, 1987 (major in music history) M.Mus., University of Illinois, 1983 (major in music history) B.Mus. with Honors, University of Wisconsin, 1981 (major in piano) Additional Skills:

Writing/editing (author of three books and numerous scholarly articles, program notes for musical concerts, CD liner notes) Facility with languages (German, Italian, French, Czech)

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