Manager Customer Service
Resume:
Charles L. Wade II
[*******@*****.***]
Chester, VA 23831
OBJECTIVE Contribute extensive network engineering and customer service
experience to a challenging position
North Carolina Central University, Durham NC
Masters Degree in Information Sciences
North Carolina Central University, Durham NC
Bachelor's Degree in Business Administration
WORK EXPERIENCE
Rose International at Wells Fargo
Network Operation Analyst III / Voice Support (current)
. Assist with rollout for new turret project
deployment
. Removing old equipment and installing
Plantronics, Siemens, and Cisco devices
. Replacing Nortel and Meridian phones with
Cisco IP 79series telephones
. Answer teams call queue to assist end users
with various voice issues
. Creating trouble tickets for Siemens and Cisco
related issues
Insight Global at Compucom Inc.
Cisco IPT Trainer (Apr 2012 - May 2012)
. Work with program manager, project manager,
and site coordinators to ensure site readiness
. Travel to various BASF sites around the
country to train end users how to use their
new IP Phones
. Train users on IPT Phone and UCCX basics
. Discuss topics such as extension mobility,
voicemail, and how to make basic agent phone
changes via CM user web page login.
. Demonstrate hands on Cisco IPT training
sessions to ensure agent understands the
basics of how to login, access voicemail, use
the basic features, and configure the phone to
their personal liking
Insight Global at Foodlion Corporation
VOIP Network Support Contractor (Aug 2011- Feb 2012)
. Complete installation and swap-out of various
network hardware including (i.e. Cisco IP
Phones 30 &40 series, Blackberry Cellular
Phones, etc)
. Troubleshoot and remediate network problems for
various internal users (i.e. remote,
collocated, etc) via Call Manager 7 and Unity
. Make feature changes including Moves, Adds, and
Changes of users
. Follow-up with users to get update information
regarding ticket incidents and quotes
. Engage Internet Service Providers (ISP) and
dispatch local techs to give support for site
related issues
. Create voicemail accounts for New Users
. Add users to Unity Connection (UCCX) for user
availability of receiving email and email
notifications when a voicemail is left on the
phone
Misys at Allscripts
VOIP Network Support Engineer Contractor (Jan 2010-Feb 2010).
. Respond to customer requests and proactively
notifying customers of problems and the impact
on the customers business.
. Conduct Network Readiness Assessment in
cubes/offices
. Primary client interface during complex outages
. Maintain Directory Services related issues
. Troubleshoot 7940, 7960, and 7970 IP phones in
Call Manager and Unity
. Monitor the ticket queue for incoming tickets
. Coordinate incident resolution and service
request completion with various workgroups
. Recreate issues remotely to resolve problems
. Document incidents for case management,
knowledge capture, and training
Pinnacle Technical Resources Inc. at AT&T
IPT Network Support Engineer (April 2007 -Feb. 2009)
. Responsible for responding to customer requests
and proactively notifying customers of problems
and the impact on the customers business.
. Utilize Call Manager 3.3 and 4.1 to manipulate
IPT phones
. Troubleshoot 7940, 7960, and 7970 IP phones in
Call Manager and Unity
. Monitor the ticket queue for incoming tickets
. Coordinate incident resolution and service
request completion with various workgroups
. Recreate issues remotely to resolve problems
. Document incidents for case management,
knowledge capture, and training
Adecco at Cisco Systems, Inc.
CROS MAC & NOC-Customer Support Engineer (July 2007 - Oct. 2007)
. Delete old users from the exchange server
. Communicate effectively and proficiently with
Merrill Lynch help desk, customers, and Cisco
engineers to satisfy customer needs.
. Use Remedy ticketing to locate customers and
troubleshoot problems related to Cisco 7940 and
7960 IP phones.
. Create voicemail accounts in unity and
manipulate phones to provide the various
dialing services
. Assist customers in utilizing Active Directory
. MACs (Moves Adds and Changes) for the Cisco
Systems, Inc. account
. Assign, install and maintain IP telephony
products using the Cisco Call Manager
. Work with local and long distance carriers in
having circuits activated, service(s) added,
repaired or modified at various sites
. Work closely with clients at the RTP campus as
well as remote Cisco sites in troubleshooting
IP Phone set up
Cisco Systems, Inc.
CROS-IPT Network engineering Intern (Jan 2007 - July 2007)
. Create MACD and Maintenance tickets in OSS and
Remedy for engineers
. Add and remove lines on Merrill Lynch customer
phones and sidecars
. Responsible for adding, removing, and
manipulating changes to call path for ML Cisco
phones
. Built new user voicemail accounts in unity
. Access clusters to build user accounts for call
manager
. Delete old users from the exchange server
. Communicate effectively and proficiently with
Merrill Lynch help desk, customers, and Cisco
engineers to satisfy customer needs.
Manpower at Cisco Systems Inc
Customer Interaction Network Agent Tech I (March 2006 -Jan. 2007)
. Communicate clearly and effectively with all levels of engineering and
non-engineering staff via phone, email and/or
fax regarding Cisco issues from clients, partners and
resellers
. Serve as customers main point of contact and provide excellent
customer service to resolve issues and answer
questions efficiently
Integral Resources
Supervisor/ Trainer (August 2005- March 2006)
. Monitor 32 agents on call with contributors
. Process HR paperwork for all new employees
including W2, I9, 1040
. Screen and hire new employees for call agent
opportunities, weekly
. Create daily TSUM (status) reports via Lotus
notes
. Communicate with other members of management
regarding employees improvement
. Implement procedural training for new hires and
employees to assure proper handling of duties
. Encourage employee growth/production through
various production contests
. Train employees one-on-one to better work
related skills for production and advancement
purposes
. Responsible for employee retention through
training and morale
Harte-Hanks at Cisco Systems Inc.
Sales Development Representative (July 2004- August 2005)
. Generate leads for the high-level partners in
the Cisco Systems Channels Program
. Discuss business issues with outside businesses
regarding their networking needs and concerns
. Create weekly trending reports based on
findings in the field
. Suggest product solutions based on clients
expressed needs
. Sold various Cisco solution products to clients
SKILLS Computer Experience
. Leo, UCCX, Switches, AOTS-Remedy, Real Time
Monitoring Tool, Event Viewer, VG224, VG248,
Microsoft Office Outlook, Microsoft Word,
Microsoft Excel, Microsoft Power Point,
Microsoft Publisher, Lotus notes, TCP/IP, OSS
software, Cisco Remedy, Citrix, Call Manager
3.3, Call Manager 4.1, Call Manager 6.0, Call
Manager 7.0, Unity, BAT, Exchange, Packet
Tracer 4.1, Active Directory
REFERENCES Available upon request
Contact this candidate