Customer Service Experience

PROFESSIONAL SUMMARY

Skilled candidate with extensive experience in troubleshooting installation,

Hardware and software upgrades of telecommunication systems. Proven track record of success in problem-solving and providing outstanding customer service. Well versed in working with a variety of tools and equipment. Reliable individual with vast experience in the telecom industry. Possesses a strong understanding of telecommunication hardware and software and a commitment to providing excellent customer service. Skilled in trouble shooting, problem-solving and diagnostics. EXPERIENCE

June 1998 - Dec. 2023

Technician/Technologist

Ericsson,Rogers,Nortel,Adex Telecom, Toronto, ON

• January-June 2024 : Completed Intensive Cloud Bootcamp Training “Cloud and Devops” on AWS, GOOGLE, MICROSOFT, and ORACLE.

INCIDENT MANAGER: Rogers Communications, Toronto.

.Drive and Manage to resolution reducing Network downtime and improving customer experience.

.Capture required incidents and resolutions and documenting them for referenc

.Strive for 24/7 environment for all incident reports.

• DOMAIN Installation, Commission, Integration and Migration of LTE, RNC8500, RNC8600, RNC9000 and Power, software, Hardware and Firmware upgrades.

• Fiber Optic: Installation, Testing using various methods like continuity, Light, Insertion, configuration and ping test

• Documented service and installation and integration actions by completing forms and reports.

• Performed equipment diagnostics to recommend corrective action

• Performed hardware, software and firmware upgrades on switches and cell sites.

• Worked with software, RF and system engineers to improve network performance.

• Worked with Customer, project management to ensure project running smoothly and support groups to ensure all CSR resolved.

• Integration and Optimization action with various engineering groups.

•Manufacturing system test and Board testing experience EDUCATION

June 1998

Electrical Engineering

George Brown College, Toronto

REFERENCES:

Thomas Maurer (Ericsson Director of Integration)

Ericsson, USA

Tel: 913-***-****, 678-***-****

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

Kevin .S. Price( PM Ericsson)

Tel:509-***-****

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

CONTACT

SMART

NKANSAH

TECHNOLOGIST

416-***-****

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

Brampton, ON

SKILLS

•Incident Reporting

Manager

• System installation and

Testing

• Component

Replacement, Hardware,

software, commission,

integration and

upgrades.

• Fiber optic installation

and testing.

Contact this candidate