Phone technician, help desk, office administrator

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SUMMARY OF SKILLS:

Management/Operations:

• Managed 3-5 employees as well as office, shipping, and field support

• Collaborated with supervisors of other departments

• Prepared work schedules and delegated specific duties

• Assisted in implementing departmental policies and procedures

• Hired/trained new employees and oversaw their development

• Performed installation and services for Iwatsu, Adix, and Enterprise CS phone system

• Ranked among top performing technicians on a quarterly basis in terms of phone up sells

• Assumes trade show responsibilities including booth set up and sales representation

Customer Service

• Conferred with customers by telephone and in person to provide information regarding products/services, to take/enter orders, to cancel accounts, and to obtain details of complaints

• Kept records of customer interactions and transactions, recorded details of inquires, complaints, and comments, as well as actions taken

• Resolved customers’ service and billing complaints by performing activities such as exchanging merchandise, refunding money, and adjusting bills

• Obtained and examined all relevant information to assess validity of complaints and to determine possible causes

• Good customer service with medical office staff and pre-schedule and keep detail reports

• Provided outstanding customer service to medical office staff and kept detailed reports of all interactions

Technical

• Proficient with the Microsoft Office software: Excel, Word

• Inter-Tel products: including basic, advanced and networking, T-1, SIP server, Unified Messaging, VOIP telephony. CS5000/5200 up to version 2.1, Toshiba certifications including basic and advanced.

• Comp TIA A+ certification for hardware and software., Comp TIA Network+

• CTP – Computer Telephony Professional, CCNT for data

• Currently working towards Cisco CCNA certifications and LAN administration certification

PROFESSIONAL EXPERIENCE:

Leprechaun/TEK Systems, Philadelphia, PA, 2009-February 2011

PC Scanning Technician

• Coordinated with office staff to determine the number of charts to scan

• Reproduced and converted medical charts using laptop, scanner, and proprietary software for outside entities

• Utilized software to upload medical charts in a timely fashion

• Located and retrieved information in files in response to requests from authorized users

First Niagara/TEK Systems, Warrington, PA, 2009

IT Technician

• Tested connectivity from bank employees’ computers to First Niagara servers

• Troubleshot and technical interference with bank equipment related to financial transactions

AV Business Communications, Voorhees, NJ, 2007-2008

Senior Phone Technician

• Led focus group on improving customer service

• Installed VOIP card and soft phone application

• Connected Unified Communication application through the enterprise-CS system

• Networked the phone system using enterprise suite IP feature

• Trained customers on use of phone system and voicemail features

• Troubleshot paging Systems

ECOMM Communications, Malvern, PA, 2005-2007

Senior Phone Technician

• Provided superior customer service on all service calls and installations

• Networked telephone systems on customer’s Ethernet LAN network

• Installed call accounting software and CTI applications on a server and loaded the client software for the users

• Set up T-1 and T-1 PRI, DID

• Cabled voice and data, mostly category 5 and 6, terminated on patch panels onto data racks or 66 blocks for voice, and supervised technicians on larger installations

• Project lead on initiation, which included meeting with customer, designing the system and program, and training the customer after it was installed for proper use

Expert Technology, Plymouth Meeting, PA, 2002-2005

Senior Phone Technician

• Programmed and planned VOIP telephone system using the card or cabinet

• Troubleshot VOIP by running the factory software utilities on customer’s LAN

• Trained and supervised newly hired technicians/customers for proficiency with products

• Performed site surveys and documented findings in detail

• Worked with vendors, such as Verizon, for dial tone issues

• Received many accolades from customers on superior customer service

Prudential/AARP Insurance, Fort Washington, PA, 1992-1996

Customer Service Representative

• Effectively answered Customer Service calls from AARP members regarding their accounts and performed duties such as changing addresses and sending out I.D. cards upon request

• Handled and resolved complex calls that required research from clients

• Explained the benefits to new AARP clients and the advantages to the program as well as sent out enrollment forms

• Composed letters for Customer Service correspondence received

• Maintained high quality reviews on monthly phone calls consistently

• Attained a perfect attendance award from Prudential AARP

• Participated in outbound survey calls from the marketing department

• Gained knowledge and became well versed in Medicare and Medicare supplement insurance plans

• Acquired excellent listening skills to determine the issue at hand and the appropriate course of action

Adapted to working in a fast paced environment and answered calls according to company guidelines

Dewey -Carter Doylestown, PA 1981-1992

Operations Manager

• Performed all daily manufacturing duties for company related to sign making kit

• Highly trained and proficient in shipping/ receiving policy and protocol

• Responsible for inventory control

• Experienced with Accounts/ Receivable /Payable

• vendor and customer interaction

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