Customer Service Engineer

James A. Fields Jr.

**** ********** **.

Home: 804-***-**** Cell: 804-***-****

Email: ***********@*****.***

PROFILE:

I am a versatile, highly motivated tech and customer orientated individual with effective leadership and motivational skills developed within the telecommunications environment. I have acquired 20 plus years of experience working with various types of communication equipment, and accustomed to working within tight deadlines.

Employment History:

ENSOURCE, INC. Mar 2000 – July 2012

7970 Bayberry Rd. Suite 5, Jacksonville Fl. 23606

Sr. Support Engineer / Customer Service Technician

Assignment: The College of William and Mary, Williamsburg Va.

Responsibilities include: Providing customer service and technical support for the Information Technology Telecom Group.

Support includes: Coordinate work projects with on-campus depts., outside vendors and contractors.

Maintain customer large PBX telephone system, and Octel Aria voice mail system and supervision of cable contractors and all outside communication vendors.

Preform all move adds and changes within the scope of telecom work orders, and periodically some networking.

Maintain campus emergency phone line and equipment, also all elevator voice units. Install and supervise event activities (football, basketball games)

INTECOM INC. 1991 to March 2000- New York City, NY

Switch Engineer, Supervisor / Customer Service, Level III

Assigned to the United Nations (1987 - 1991) Federal Reserve Bank of New York (1991 - 2000)

Supervision of on-site techs and sub-contractors at the United Nations Headquarters and all off premise Locations. Responsibilities includes: Maintaining the United Nations, Secretary General’s residence telecommunication systems and all communication circuits associated with that system (Norstar Meridian 8/24)

Responsible for the operation and maintenance of over 10,000 voice/data lines on site.

Provide assistance in the review of work order processing, database design, network routing, implementation of private network numbering plan and T1, ISDN-PRI, ISDN-BRI, 1XL and fiber optic trouble-shooting

Provided technical services to effectively meet the customers’ utilization of resources (staff and equipment)

Coordination of customer services with Departments liaison within the organization.

NYNEX BUSINESS INFORMATION SYSTEMS New York City, NY 1987 - June 1991

Assigned to the United Nations, New York City, NY

Maintenance of INTECOM S/80 telecommunications equipment.

Performed MAC’s for I.T. telecom group

Provide assistance of Installation and repairs with the United Nations ITSD staff, technical assistance to other field engineers on trouble-shooting voice/data circuits

Perform software and hardware system upgrades. Survey and assist in the installation of cable wiring plan

UNITED STATES NAVY February-1977 – March- 1981

(U.S.S PONCE LPD-15) Norfolk, VA

MS-000 Cooks/Chefs

CITATIONS: Humanitarian Service Medal, Navy Battle “E”, Sea service ribbon

MS Class “A” School April 1979

HONORABLE DISCHARGE

SKILLS:

Project and office management experience in a multi-national and multi-cultural environment

Effective communication skills at all levels, both verbal and written

Ability to work autonomously and unsupervised

Proven ability to manage and/or supervise large and small teams ensuring effective teamwork to achieve positive results.

Working knowledge of Windows Office environment, ProComm Plus tools, and Power Term Pro

EDUCATION:

Avaya University: certificate of completion on various courses.

INTECOM IBX S/80 Operations and Maintenance Levels and I and II; Landmark (10- baseT) Training Course

Octel Voicemail System on-site training

Creating and setting up mailboxes, perform maintenance tasks on voicemail system

NORTHERN TELECOM TRAINING SL1-100, SL1-M (Associated equipment, software and peripherals)

EXECUTONE INC. Equity I & II Systems Technical Training Course. December 13, 1983.

ISLAND DRAFTING AND TECHNICAL INST, Amityville, N.Y. May 2, 1983.

(Digital Electronic, wiring and testing)

Copiague, Long Island New York, 1977

High School Diploma

SALARY REQUIREMENT: $60,000

REFERENCES: Upon Request

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