Customer Service Desktop Support

Dale Jules

***********@*****.*** 908-***-****

EDUCATION

Raritan Valley Community College

Kinesiology and Exercise Science

Google Coursera

Technical Support Fundamentals

2019

Professional Summary

Business professional with over 14 years of experience in information technology including desktop support, VOIP, SIP, wireless and PSTN systems. Over the years major duties include and range from providing desktop support to maintenance and monitoring of networks, extensive customer service and problem-solving skills within a deadline driven environment. Talents include detail-oriented with excellent communication skills and interpersonal/ organization, as well as adept in Microsoft office suite, a multitasking individual who function well individually or part as a team.

Skills

Project Manager: Project Scope, Workflow Planning, Vendor Management, Goal Setting Agile Waterfall and Hybrid Framework.

Customer Service: Sales and Retention, Relationship Building, Customer Service

Technical Support: Trouble shooting, VOIP Protocol, SIP, Mikrotik routers, call routing, Netsapiens, Remedy trouble ticketing system.

Software and Tools: Salesforce, Smart Sheet, Microsoft Office Suite, Jira

Networking: Load balancing and router management, VPN, Packet and Circuit switched traffic, Nortel Switches, Motorola Switches, Lucent Switches

General: Trend Forecasting, Coaching, Planning, Computer Literacy

PROFESSIONAL EXPERIENCE

Home Stages Fort Worth April 2024 – June 2025

Real Estate Investor

Identify investment opportunities.

Build network within the industry with title companies’ investors and realtors.

Market Research and analytics.

Identifying finance options.

Relationship building.

Manage resource property and rentals.

GO Telecommunication May 2019 – Jan 2024

Project Manager

Support Technicians and Customers during the onboarding process by tracking quality issues, identifying risk and project deliverables

Managed project scope, schedule, and cost control for key accounts, with keen attention to detail eliminating the potential for scope creep. Conducted comprehensive training sessions and follow-up for stakeholders to ensure satisfaction with newly installed equipment and services.

Manage Mikrotik routers to conduct load balancing, open ports, and administer VPN changes.

Proficiently handled various tasks, including troubleshooting accounts, managing domain settings, configuring routing and call trees, and effectively managing escalations.

Improved project performance and efficiency through the implementation of a hybrid Agile framework.

Spectrum VoIP Jul 2015 – May 2019

Project Manager

Managed order placement and implementation of single and multi-location VoIP telephone system.

Provides project leadership insight and management of the concept to customer end-to-end cross functional lifecycle.

Coordinate resources to meet the needs of the customer with significant departments, managers and engineers to yield effective project results.

Accurately forecasted fund dates in Salesforce while managing deliverables aligned with milestones of 25-40 accounts monthly, generating an average of 300-500 hundred thousand dollars in revenue monthly.

Resolved data and phone network related issues, interface with customers and review contract obligations while maintaining quality assurance, training, and any additional coaching if necessary.

Learn from recent projects to identify and recommend improvements, cost saving initiatives and substitution to positively impact current and future projects budget or schedule.

Verizon Wireless Apr 2014 – Jul 2015

Network Technician

Responsible for the analysis resolution and follow up of customer impacting events.

Monitored circuit switched and packet switched traffic over the wireless network.

Knowledgeable in architecture and overall system functionality including both voice and data networks.

Resolved service impairments related to roaming domestic and international

Proficient with call routing and translation via Nortel, Motorola and Lucent switches which was used to resolve network related problems.

Provide timely documentation via Remedy trouble ticketing system of actions taken to inform interacting departments such as upper management field technician, engineering of issues and resolutions.

Other responsibilities include trending the Remedy trouble ticketing que to identify efficiencies.

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