Customer Service Technician
Resume:
Corey J. Hodges
Russellville, AR 72801
********@*****.***
Position Objective
To work as an Inside/Outside Cable Plant Technician where my 8+ years of progressive experience in fiber optic splicing, copper/fiber cabling, computer troubleshooting, repair, and information technology knowledge can add value to a customer-centric team.
Summary of Qualifications
Problem solving, leadership and communication are some of the qualities developed from my experience as an able technician/customer service representative.
Conduct site surveys and audits on equipment and track/report data regarding functionality.
Excellent verbal and written communication skills which have fostered my ability to learn new tasks quickly and make important decisions with confidence.
Work as an individual or part of a team to complete assigned projects productively by deadline.
Education
University of Memphis –Major: Electrical Engineering - January 1991 – May 1993
University of South Florida – Certification: Microsoft Certified Systems Engineer (MCSE) – January 2001 – August 2001
University of Phoenix– Major: Accounting - June 2003 – August 2007
ETA International– Certification: Certified Fiber Optics Installer (CFOI) – February 2009
Charter Oak State College - Business Administration – October 2010 - Present
Skills
Technical and computer skills: Microsoft Office Suite, SAP, Seibel, Windows based programs, DOS based programs, Use schematics/diagrams to complete scope of work, Perform minor electrical work, Prepare reports/data to ensure routine & scheduled maintenance conducted, Computer repair and help desk troubleshooting, Computer software installation and desktop setup remotely, Avaya Partner, Merlin, & Definity PBX phone systems setup & software installation/troubleshooting, & CAT5 & Outside Plant Fiber Optic cable installs, repair and troubleshooting.
Consulting Project Exposure: Use Risk Assessment methods to gauge possible delays, Business-to-Business and indirect sales and service, Call-management of both incoming and outgoing calls in a call center environment, Use internet & wed-based tracking and data collection systems, Open new business accounts, Process loans, credit cards, IRA’s, and Certificate of Deposits in a banking industry.
Employment History
Advanced C4 Solutions - Inside/Outside Cable Plant Technician II - January 2011 to Present
Maintain the Inside and Outside Copper and Fiber cable for COS Warrior Base. Install fiber and copper cables through manholes, conduit and direct bury/underground. Use Fujikura fiber optic splicer machine and 3M hot melt kit to terminate fibers to get/keep SIPR/NIPR Networks operable.
Troubleshot, strategized and implemented Cisco Switch cut-over process from Centcom Network to Tactical Network. Maintain and protect the integrity of the NIPRNET/SIPRNET utilizing fiber optic and copper cable. Use Power Meters, EXFO Live Fiber Detector, OTDR and other data gathering equipment to determine most efficient manner to route/upgrade/install fiber optic cable and also troubleshoot dB loss when problem arise.
US Army National Guard - Cable Installer and Maintainer (25L) -December 2007 – November 2010
Installs, operates, and performs unit level maintenance on cable and wire systems in buildings, underground, and through manholes and conduits. Install communication, security devices, computers, and other surveillance systems. Operate and drive heavy equipment to assist in performing job tasks; i.e. scissor lifts & bucket trucks. Install patch panels, data &voice lines, configure routers & switches, and other communication devices. Initiate troop movement of 10-30 soldiers to conduct reconnaissance missions.
Suddenlink Communications - Fiber Optic Splicer Technician (Consultant) - December 2008 – December 2009
Prepare, install and terminate fiber optic inside buildings and (OSP) outside plant environment. Primary function was to restore fiber cable in Emergency Restoration situations such as tornados, hurricances, ice storms, floods, etc. Splice fibers using Fujikura equipment and establish cable, internet, & phone communications. Use Fujikura 40S/60S Fusion Splicer, assemble & hang TYCO, ANTEC, & Multilink enclosures. Oversee projects from inception to completion with 3-6 person teams or individually. Saved the company 80% of cost normally incurred by hiring me as an internal Fiber Optic Splicer versus using contractor services.
Veracity Financial Management – Income Tax Preparer and Consultant – December 2002 – Present
Analyze and prepare individual and small business income tax returns for clients using tax software
Coordinate tax clients tax forms through the IRS/banks and ensure all proper tax documents and copies are recorded/filed/delivered in accordance with IRS guidelines. Manage 250 tax clients personal information and distribute over $500,000 in refunds each year via secure financial database tracking system. Consult as a subcontractor on various projects involving IT, Fiber Optic, Quality Improvement Processes, Start-Up, and Cost-Savings Projects with Fortune 500 companies. Provide accurate and efficient services to customers through quotes, website, and telephone interaction. Previous IT subcontractor jobs include accounts with Verizon Wireless, T. Rowe Price, Avaya, and
Capital One Financial Services – Credit Analyst/CSR III – June 1998 – September 2002
Successfully employ analytical methods to determine line of credit issued to cardholders and resolve credit report discrepancies. Monitor methods of call center goal metrics and explain credit card policies to cardholders. Manage time and workflow of systems to insure job duties performed precisely. Initiate and follow-up on disputes for cardholders regarding discrepancy with merchant/vendor. Probe cardholders about possible dispute cases to keep projected cost analysis budget at minimum. Cross-sell various products such as catalogs, protection plans, long distance, and travel programs, etc
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