Customer Service Engineer

WILFREDO TORRES

**** ****** ********, ***#* :: Bronx, New York 10463 :: ****************@*****.*** :: 914-***-****

A dedicated Graduate with a Master of Network and Communications degree, professional IT Certifications, and an excellent grasp of the communications industry.

INFORMATION TECHNOLOGY :: PROJECT MANAGEMENT :: SQL :: C+ :: NETWORKING

SUMMARY OF QUALIFICATIONS

• Excellent academic and Professional IT Certification background. Master of Network and Communications from the DeVry University Keller Graduate School of Management.

Master of Science in Information Technology Management from Colorado Technical University Online.

Bachelor of Science in Telecommunications Engineering Technology from ITT Technical Institute.

• Intelligent and dedicated to continual learning and self improvement (technical and functional).

• High levels of creativity and quick problem solving capabilities.

• Willing to contribute what it takes to meet deadlines and deliverables. Consistent record of employment while also attending classes nights / weekends.

TECHNICAL SKILLS

CERTIFICATIONS

• Database Management Professional Certification, Graduate Level, Colorado Technical University Online, 2006

• Networking and Telecommunications Professional Certification, Graduate Level, Colorado Technical University Online, 2006

• Systems Analysis and Integration, Professional Certification, Graduate Level, Colorado Technical University Online, 2006

• Project Management, Professional Certification, Graduate Level, Colorado Technical University Online, 2007

PLATFORMS AND TOOLS

• Software: Microsoft Office (Word, Excel, PowerPoint, Project, Outlook, FrontPage, Visio, Access)

• Operating Systems: Windows (2000/NT/XP/Vista/7)

• Languages: Borland C+, SQL, Commnet III

• Hardware: Cisco Hubs and Switches, Desktop, Laptop (Dell/HP)

• Telecom: Punch down 66/110 block, Crimper rj45-11 Coax cable 58-59, AWG 24cable, Patch panels

• Technologies: Pspice, Tango, OrCad

PROFESSIONAL EXPERIENCE

WESTERN UNION TECH SUPPORT FEBUARY 2011-MAY-2011

TELECH@HOME BRONX, NEW YORK

SINCE 1982, TELETECH PROVIDES CUSTOMER SERVICE FOR OVER 1000 CORPORATE BUSINESSESS OUTSOURCING INDUSTRY.

• WESTERN UNION TECH SUPPORT FOR LOCAL BUSINESSES MONEY TRANSFER TRANSACTIONS SUPPORTING WESTERN UNION EQUIPMENT SOFTWARE WESTERN UNION WEBSITE, HARDWARE INCLUDES PRINTERS, MONTIORS, PCS REMOTE SUPPORT IBM AS/400 .

SPRINT ATS TIER II SUPPORT March 2010–December 2010

ALPINE ACCESS Bronx, New York

The leadership team at Alpine Access has over 100 years of experience in the business process outsourcing industry.

• HP Sprint ATS Tier II Support responsible for troubleshooting and resolving cell phone and connection issues. Resolve card issues through Sprint system software tools (Sview, KMS).

METROPCS STORE MANAGER/SALES ASSOCIATE RETAIL January 2009-May 2009

METROPOLITAN WIRELESS Bronx, New York

Founded in 1994 to offer a new and different personal communications system (PCS) Launched service in 2002 Low Price, No Contract, No Credit Check, Unlimited Talk Time Major Metropolitan Area Coverage Travel Talk Great Handsets Digital Technology Superior Dealer and Customer Support Our product.

• MetroPCS Retail Store Manager and Sales Associate responsible for opening new business operation in the Bronx.

• Manage a three-person team and oversee daily operation of Bronx, N.Y. location. Manage business operations that included scheduling, inventory, and accessories.

NETWORK ENGINEER LEVEL 1 MANAGEMENT GLOTEL

November 2006-February 2008

ATT WHITE PLAINS White Plains, New York

• Network Engineer Level 1 responsible for analyzing, troubleshooting, and resolving issues in BMP (ATT ticking system).

• Tested on Netscope, CTP, and T1s; frame relay involved with local LECs and NOC. Provided customer service support to resolve customer circuit issues.

RF DRIVE TESTER February 2006- April 2006

ENTERPRISE ENGINEERING LLC White Plains, New York

Enterprise Engineering LLC provides professional wireless engineering services for clients which maintain, manage, and design cellular and PCS networks.

• RF Drive Tester responsible for collecting data for RF engineers to find ways of eliminating excess cell sites in NYC footprint (Sprint/Nextel agreement).

DESKTOP SUPPORT REP February 2005- October 2005

TIME WARNER CABLE Queens, New York

At Time Warner Cable we’re all about connecting people and businesses with information, entertainment and each other.

• Desktop Support Representative responsible for Level 2 broadband Support and Pac support digital phone service.

• Troubleshoot cable boxes, VOIP cable modems, and DOCS digital cable modems to determine internet connections and other connectively issues. Also responsible for indirect sales.

CUSTOMER SERVICE REP July 2004- September 2004

APPLE ONE/AT&T WIRELESS

• Business End User End Care Representative responsible for testing and training on seven systems used in ATT call center Paramus, New Jersey.

VERIZON WIRELESS CUSTOMER SERVICE TECH October 2001- April 2004

GLOBAL SOLECTRON SERVICES

Solectron Corporation was a global electronics manufacturing company for original equipment manufacturers (OEMs). It pioneered the electronics manufacturing services (EMS) industry in 1977 and was a leader in the field.

• Verizon Wireless Customer Service Tech responsible for providing technical/service department programming and troubleshooting cell phones.

• Repairing phones at no cost so customers wouldn’t have to pay for a new device or refurbish device

• Upgrade software on phones and updated program roaming list to improve phone service reception.

• Provide phone exchange service for badly damaged phones. Exchanges are performed with a program called Netace; program also accepts bill payments.

• Important Member of a team for the i2k program; a database program that allows the company to view customer accounts. Program enables changes/comments on account.

• I-metro program enabled phone tracking for phones that have been repaired; daily assessment of the phones that come in the store.

ADDITIONAL EXPERIENCE

• Detail Engineer, SOS Tele-Data, Long Island, New York, June 2001–September 2001

• Telecommunications Engineer, Teksytems to Work (Con Edison Telecommunications), September 2000–November 2000

• Engineering Technician, Mastec Network Services, January 2000–October 2000

• Technical Specialist, MCI/WorldCom, September 1999–January 2000

EDUCATION

MASTER OF NETWORK AND COMMUNICATIONS

KELLER GRADUATE SCHOOL OF MANAGEMENT OF DEVRY UNIVERSITY 2010

Issue: Travel Business needed upgrade that included a merger.

Resolution: Worked on a team that researched, verified, and chose the best communications system with scalability. Worked within an annual $1.5M budget.

MASTER OF SCIENCE – INFORMATION TECHNOLOGY MANAGEMENT 2007

COLORADO TECHNICAL UNIVERSITY ONLINE

BACHELOR OF SCIENCE – TELECOMMUNICATIONS ENGINEERING TECHNOLOGY 1999

ITT TECHNICAL INSTITUTE Maitland, Florida

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