Customer Service Business Systems

JOHN R. PERRONE BUSINESS SYSTEMS TECHNICIAN II

516-***-**** ****@***************.*** 3404 Ocean Ave Oceanside, NY 11572 Dedicated Field Service Technician with 19 years of experience at Windstream, specializing in the installation, maintenance, and troubleshooting of Ethernet equipment. Proven track record of exceptional customer service and collaborating with cross-functional teams under pressure and time constraints. Demonstrates professionalism with a strong ability to handle high workloads efficiently. Areas of Expertise include:

● Technical Proficiency: Installation, configuration, and maintenance of Ethernet and router equipment.

● Troubleshooting: Expert in diagnosing and resolving connectivity and performance issues.

● Customer Service: Exceptional communication skills with a focus on client satisfaction and professional interaction.

● Confidentiality: Commitment to handling sensitive information with the utmost confidentiality.

● Project Management: Effective management of multiple service requests and technical issues simultaneously.

● Knowledge: Comprehensive understanding of network systems, equipment, and industry standards. EXPERIENCE & NOTABLE CONTRIBUTIONS

Windstream New York, NY 04/2005 – Present

BUSINESS SYSTEMS TECHNICIAN II -

Installed, maintained, and repaired telecommunication system equipment (Cisco routers & switches, SD-WAN VeloCloud, Adtran, Polycom systems, POTS lines, PoE phones, Mitel phones, DVL services, Accedians, Grandstreams and more) primarily for business customers.

● Managed the installation of customer equipment and facilities according to engineering drawings, MOPs and SOW.

● Supported NOC personnel in managing daily trouble reports, including analyzing and resolving issues related to lines, trunks, ports, stations, data, and customer premise equipment.

● Conducted testing of T1, DS3, Ethernet, and fiber circuits to ensure optimal performance and reliability.

● Coordinated various central office and network equipment activities, including card and SFP insertions, translations, fiber cross-connects, and inside wiring tasks.

● Conducted routine maintenance and emergency repairs, addressing and resolving connectivity issues promptly.

● Reviewed and performed maintenance for trouble tickets and outages.

● Worked closely with managers to analyze and resolve issues within the DACS facility, focusing on network and customer facilities.

● Performed preventative maintenance in Verizon collocations.

● Configured and optimized routers for over 500 customers, enhancing network efficiency and reliability.

● Managed service calls and technical support for more than 3,000 locations across the tri-state area.

● Provided exceptional customer service, ensuring client satisfaction through professional and courteous interactions.

● Maintained strict confidentiality of client information and adhered to industry standards and company policies.

● Collaborated with team members to develop and implement best practices for service delivery and problem resolution.

● Installed and configured Ethernet equipment for a diverse range of clients, ensuring optimal performance and connectivity. Installed and tested Broadview Office Suite phones and equipment in accordance with Method of Procedure (MOP) guidelines.

● Successfully installed and configured more than 75 phones in a single day, consistently ensuring minimal equipment failure and callbacks.

● Adapted swiftly to new challenges during the COVID-19 pandemic to keep customers connected.

● Participation in workshops and seminars related to network systems and customer service. EDUCATION & TRAINING

N/A NASSAU COMMUNITY COLLEGE Garden City, NY 2002 RELEVANT COURSEWORK: NETWORKING, TELECOMMUNICATIONS, SYSTEMS MAINTENANCE REFERENCES AVAILABLE UPON REQUEST

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