IT & Customer Service Professional with Leadership
Resume:
L
FABIAN L
RAWLS
***********@*****.**
m
Matteson, IL 60443
SUMMARY
A self-motivated energetic IT and customer service professional who provides excellent service to customers, installs, builds, and solves technology issues. A creative problem solver who supervises, mentors, and trains employees in the workplace. Creates documentation for customer service solution, software, computers, and server build. A forward-thinking individual who contributes as well as a patient team player and works with all levels of people within the organization.
EXPERIENCE
Meat/Produce Associate
Olympia Fields, IL
Walmart Supercenter/ Jun 2025 to Dec 2025
Sr Associate Customer Service
Arlington Heights, IL
AT&T/ Apr 2014 to May 2024
Primarily responsible for maintaining the fresh food areas, including meat and produce, by stocking, rotating, and ensuring proper food safety and display standards are met.
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• Also assist customers with finding items and answering questions about the products. Ensuring the meat and produce sections are fully stocked with fresh products, and that displays are organized and visually appealing.
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• Rotating products to ensure maintaining freshness and minimizing waste. Adhering to strict food safety guidelines and sanitation standards to ensure the quality and safety of the products.
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Assisting customers with their needs, answering questions about products, and helping them find what they're looking for.
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Receiving and stocking new merchandise, potentially participating in inventory counts and managing shrinkage.
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In some cases, associates may be involved in preparing certain products, such as trimming, crisping, packaging, or scaling produce, according to established standards.
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Central point of contact for PBX, Centrex, VoIP, Voice Mail, ACD, repair calls, feature functionality questions, complaints, escalations, and documentation.
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First point of contact for Customers for problem recording via high volume emails or telephone calls.
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Excellent knowledge on ESS, GPS. AOTS Remedy and a variety of other programs to complete tickets.
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Open, dispatch, maintain status and ensure that repair work is closed/completed within the time frames specified in the contract.
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• Ticket Management/ Manage escalations.
• Train employees on contracts and computer programs.
• Prioritize, process, dispatch, confirm and status customer repair requests.
• Interface with internal and external AT&T/Windstream or local vendor. Invoke Local Exchange Carrier software and repair technicians to work the repair requests.
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Key Technician/Merchandiser
IL
Set and Services Resources/ Jul 2013 to Feb 2024
Sales Associate
Chicago, IL
Home Depot/ Mar 2012 to Jul 2013
Rehabilitative Services Associate
Chicago, Illinois
Metropolitan Family Services/ Jan 2007 to Jan 2011
• Troubleshoot routers and circuits inside and outside equipment.
• Close repair requests coordinate with software and repair techs as needed.
• Handle customer complaints and expedite requests as needed. Teach customers in understanding feature applications for PBX, Hatteras/Ciena Ethernet equipment, Centrex and Voice Mail Setup.
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• Manage in the development of the Help Desk customer and product question scripts. Multi-task between 26+ customer contracts using various software programs
(ServiceNow, Remedy, GPS, Business Direct), emails and telephone calls.
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• When in Office/Remote we used Cisco and Avaya One X for calls.
• AT&T Integration Services, Inc.
I provide excellent, friendly service to customers needing key(s) duplication, key accessories and provide solutions to customer needs.
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• I manage a Key Kiosk with over 300 different types and keys and accessories. Maintain, stock products, maintain and service key machines, cross-merchandise accessories.
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I supervise and train store personnel in key activity; log sales; replace missing or worn labels, and racks, report and order out of stocks; handle daily activity reporting; and keep work presentable.
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• Home Depot/Hillman Group
I provided fast, friendly service by actively seeking out customers to assess their needs and helped.
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As a sales associate I had an emphasis on department and product knowledge, providing information on product features, and knowing related items to sell an entire project.
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As an associate in this position knew how to greet, qualify, recommend, and close every customer in their department, and know how to handle basics in adjacent departments.
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As a sales associate knew how to maintain the in-stock condition of assigned areas, and ensure that it is clean, shoppable, and safe.
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I worked in cooperation with Department Supervisors, Sales Specialist(s), Inventory Management Associates, and the Front-end Associates to ensure customers' needs are met.
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This includes ensuring customer satisfaction, driving sales, building sales skills and product knowledge, and maintaining safety, security, and integrity.
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Lead PC/Server Technician
Sep 1997 to Oct 2008
Worked with adults experiencing mental illness residing in a Community Integrated Living Arrangement in the Southeast Chicago area and Southwest Suburban Chicago.
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Primarily responsibilities were providing supportive services to the participants in the program with regards to increasing their level of functioning and independence in activities of daily living.
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Developed and provided weekly basic computer training for consumers (Computer knowledge, MS Office Tutorial, Internet, and Typing).
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• Facilitated linkage with community resources and service providers.
• Monitored living space and go over treatment plan.
• Monitored consumer medicinal intake.
• Transported the residents to appointments and outings.
• Checked client's glucose, blood pressure and pulse levels.
• Certified CPR/Healthcare Provider.
Managed Call Manager and Unity Systems by adding different model phones, creating user/site profiles and adding numbers.
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Managed and monitored Cisco VOIP Phone Systems for the Call Manager and Unity system.
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Setup VMware test servers for Cisco Call Manager and Unity to problem solving and testing updates.
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Cat5, Cat6 and Fiber Optics installation and Troubleshooting using Fluke Network Tools.
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• Setup VTC and AV equipment for staff.
• Supervised projects and off-site visits.
• Supervised PC rollout and decommission.
Researched, evaluated, tested, and setup software programs needed by Departments/Sites.
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Configured, tested and setup of Infrastructure consisting of over 70+ servers, 500+ PCs and printers.
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• Created documentation for server, PCs, laptops, and software programs.
• Setup, troubleshoot, ADP Programs (eTime, eTimeSheet, ReportSmith and ADP).
• Setup, routers, switches, hubs, firewalls, SNMP, servers: TCP/IP, DNS, DHCP.
• Setup Active Directory and Group Policies for Network Infrastructure.
• Setup DSL services for touchdown sites to access the network.
• Worked with site managers on new site setup (PC equipment, phone services).
• Created standard images for Servers, PCs and laptops using Symantec Norton Ghost.
• Provided 1st level support for server issues.
• Provided 3nd level support on helpdesk calls for 500+ employees.
• Created Helpdesk tickets using Remedy Helpdesk Software and MySQL Database.
• Trained staff on software and PC equipment.
• Setup VMWare PCs, servers.
Traveled to 28+ sites in the Illinois area to install and troubleshoot Servers, PC, and software programs.
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Computer Consultant
Chicago, Illinois
American Osteopathic Board of Emergency Medicine/ Jan 1993 to Jan 2003 Computer/Network Consultant
Chicago, Illinois
American College of Osteopathic Emergency Physicians/ Jan 1995 to Jan 2000 Administrative Assistant (Department of Administration) Chicago, Illinois
American Osteopathic Association/ Jan 1995 to Jan 1997 Intern Program Assistant (Department of Postdoctoral Training) Chicago, Illinois
American Osteopathic Association/ Jan 1993 to Jan 1995
• Accomplishments (Part of Team):
• Completed server migration to Windows Server 2003 from NT/2000 (2004).
• Completed PC Migration to Windows XP from NT/W2000 (2005).
• Completed Phone Migration to Cisco VOIP (2005-2006). Completed General Office move (packed, moved and setup computer equipment, ie. servers, PCs, printers, switches, hubs, routers, and Cisco VOIP phones).
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• Created access databases and provide technical computer assistance.
• Recommended, upgrade and setup computer equipment and software.
• Provided network, technical computer assistance and created databases. Setup materials for the AOA President, Board of Trustees (26 members), House of Delegates (500+ members), AOA Conventions (8,000+ attendees), and other meetings handled by the department.
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Helped coordinate the setup of hotel confirmation; checked each hotel to make sure all meeting rooms were setup correctly for the Board and AOA Conventions; made badges for all board, house, and staff members; setup computers for staff; made and checked convention exhibits and layouts; typed resolutions for the different organizations affiliated with the AOA; typed reports concerning resolutions for the Board of Trustees and House of Delegates; mailed exhibitors prospectus to exhibitors; and various tasks as needed.
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Member of the AOA Technology Committee which handles the budget and distribution of all computer or electronic equipment for AOA.
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Prepared and processed intern material for review by the Committee on Postdoctoral Training (COPT) according to established guidelines and in cooperation with the Training Administrator (prepared COPT action correspondence); learned AOA policies and procedures related to intern training.
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Answered routine correspondence and telephone inquiries from student doctors, directors of medical education, and various hospital staff regarding intern training policies; printed and distribution of the Intern Registration Program (IRP) materials
(input IRP data); maintained files, ordered materials, and managed major mailings for the IRP, in cooperation with the Training Administrator.
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• Prepared assigned reports.
Word Processing (Department of Education)
Chicago, Illinois
American Osteopathic Association/ Jan 1990 to Jan 1993 PC Specialist (MIS Department)
Chicago, Illinois
American Osteopathic Association/ Jan 1997
Maintained permanent records regarding intern programs; maintained computer records for intern training and computer match.
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• Created and maintained paper files of AOA-approved interns in training. Maintained files and computer records regarding broken contracts; acted as liaison between Membership, Information Services, and Division of Predoctoral Training for the updating of senior student database; maintained files for military and non-osteopathic interns, including correspondence with hospitals and program directors.
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Preparation of staff reviews for COPT agendas; updated and maintained all specialty training basic documents and annual reports.
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Prepared general correspondence; prepared agendas and special mailings for assigned committees and task forces; prepared letters reflecting actions taken by the Committee on Postdoctoral Training (COPT), Advisory Board and Board of Trustees; and prepared documents for review by the COPT, Advisory Board, Bureau of Professional Education and Board of Trustees; responsible for updating COPT Documents, Desktop Publishing; spreadsheets, slides, graphics and data conversion between various software programs and the Macintosh SE/IBM PC programs, provided technical computer assistance to all Department of Education staff on an ongoing basis; served as regular telephone backup for the Director's office.
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Maintained and updated computerized files of programs, individual physicians, updated manuals and computerized certification files.
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Provided data entry tasks for Committee on Postdoctoral Training and Committee on Medical Education.
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Distributed and setup CPU's, monitors, keyboards, printers for staff and departments; installed hardware (hard drives, floppy drives, CD roms, memory simms, video cards, overdrive processor chips) and software (Win311, W95, WordPerfect, Word, Quattro Pro, Paradox, dBASE, Reflections, Lotus, Excel) on all computer systems.
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Performed system checks on PC's; provided PC training to staff; provided assistance to other staff in the MIS department when needed; purchase new hardware and software for the MIS Department; setup user email and provided training; setup off-site word processing training classes for staff; setup user logons for employees to spool to the HP3000; setup the configuration of computers at the Board of Trustees meetings, AOA Conventions; tested software and hardware before distributing them to staff; troubleshooting all problems with PC hardware and software; and performed non-computer related duties as needed.
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EDUCATION AND TRAINING
Administering Cisco Call Manager and Unity Systems Global Knowledge
Schaumburg, IL
Received Certificate
Implementing, Managing, and Maintaining a Microsoft Windows 2003, Network Infrastructure
Productivity Point International
Chicago, IL
Received Certificate
Implementing and Supporting Microsoft Windows XP Professional Productivity Point International
Chicago, IL
Received Certificate
Deploying Microsoft Windows XP Professional
Productivity Point International
Chicago, IL
Received Certificate
AS/400 Operations
Lakeview Advanced Solutions
Oak Brook, Illinois
Received Certificate
Performance Tuning
Lakeview Advanced Solutions
Oak Brook, Illinois
Received Certificate
CL/400 Programming
Lakeview Advanced Solutions
Oak Brook, Illinois
Received Certificate
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