Customer Service Project Management

JAMES CARRINGTON

*****@**********.*** 571-***-**** Accokeek, MD 20607

Summary

Results-focused Telecommunication professional with strength in problem solving. Proactive leader with strengths in communication and collaboration. Proficient in leveraging customer service and technical knowledge to promote objectives. Adept at managing concurrent objectives to promote efficiency and influence positive outcomes. A CAPM (Certified Associate Project Management) professional responsible for 94% projects on time completion. Recognize by the Department of the Army for providing excellent service to various agencies during 9/11 emergency. Assisted the FBI during 9/11 by wiring the Senate, Capital Building, Ft Meyer and the Navy Annex. Experience in emergency call center setup for disaster relief by working closely with FEMA and project managers during Hurricane Katrina. Worked in the Pentagon from 1993 -2000 troubleshooting telecom issues, wired fiber optic cable for major projects. 5 years’ experience as a dedicated technician for the Army Material Command.

Skills

Technical Support / Helpdesk

Verbal and Problem and Issue Resolution

Written Communication

Documentation and Reporting

Quality Assurance

Installation and Repair

Troubleshooting and Diagnosis

Expertise in ISDN technology

5Ess Switch programming

Testing and Analysis of T1 circuits

Customer Service

Analytical Thinking

Programming Voicemail systems

Professional and Courteous

Project Management

Service Ticket Accuracy inputting order

Tier 1 support

DMS switch programming.

Experience

Verizon Silver Spring, MD

Service Technician

08/1993 – 09/2022

Maintain certifications and completed training on systems and components.

Completed documentation promptly, enabling service requests to be properly recorded and tracked.

Traveled to customer locations to complete work for pre-set appointments.

Communicated with clients for outstanding customer service and to increase repeat business.

Troubleshoot malfunctions and diagnosed issues to service equipment quickly and fully.

Installed, set up and repaired devices and system components.

Laid out cabling plans and ran through buildings to desired locations.

Read and interpreted technical documentation in order to accurately configure equipment.

Coordinated trunk testing with phone vendors to troubleshoot possible problems.

Supervised work of technicians and subcontractors to determine proper installation of fiber optic and copper cable infrastructure.

Programmed telephone switches and responded to switch-related outages.

Installed and repaired distribution racks and cables.

Configured IP-enabled telecommunications equipment using data network communications protocols.

Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services. Maintained

Education and Training

Georgetown University, Washington D.C. Currently enrolled in the Master’s program at Georgetown University studying Emergency Management GPA 3.55

Georgetown University Washington, DC

Bachelor of Science in Liberal Arts and General Studies

05/2016

Completed continuing education in Project Management Graduate Certification from Georgetown University

CAPM (Certified Associate in Project Management) from Project Management Institute # 2553840

Northern Virginia Community College Annandale, VA

Associate of Science in General Studies

12/2008

Activities and Honors

Volunteer in the Arlington Jaycees

A member of Prince George's County CERT (Community Emergency Response Team.

FEMA ID = 000*******

Currently enrolled in the Master’s program at Georgetown University studying Emergency Management with 5 classes left.

References

Melvin Shook (Verizon Supervisor) 443-***-**** ******.*.*****@*******.***

Ken Jackson (Verizon Supervisor) 202-***-**** **********@*****.***

Ken Crenshaw (Verizon coworker, Engineering Assistant) 540-***-**** ***********@*******.***

Suni T Degeneste (Coworker) **********@*****.*** 301-***-****

Virginia Cappella (Verizon Supervisor) **********@*******.*** 301-***-****

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