Customer Service Management

Mark W. Garza

**** *** ** *****

Hamilton Mo, ***44

Home: 254-***-**** Cell: 254-***-**** Email: *******@*****.***

INFORMATION SYSTEMS & NETWORK SERVICES

Proven Technical & Management Expertise in a Career Extending over 12 years

I am a highly motivated and self-driven professional, with a strong telecom/ IT network background. I adapt easily to new situations and am a fast learner. Diligent and Dedicated hard-working person with a commitment to quality work, strong ethical beliefs, and very cost and time conscious person. Perform extremely well in high stress environments. Superior record of delivering large-scale mission-critical projects on time and under budget. Team-based management style and excellent interpersonal /communication skills. Over 12 years of experience in Information Systems Administration and Telecommunication network systems.

IT- Strategic Planning / Team Leadership / Project Management

Customer Care Relations / Network Auditing / Network Deployment

HIGHLIGHTS:

- Great Communication Skills

- Networking skills

- Team building

- Troubleshooting skills

- Human relation skills

- Contingency plan development

- Personal and External Management skills

ACHIEVEMENTS:

- Graduated High School and College a year early

- Created and implemented network contingency plan to minimize prolonged network failures for military squadrons LAN/WAN network.

- Management Experience 7 yr +:

o U.S. Navy: Managed IT personal in their daily duties and assigned tasks, develop and implement new policy and procedures to ensure network reliability, security, and minimize down time.

o Clear: Administered operational planning and implementation of Sprint/Clear 4G WiMAX Upgrade in the Waco Texas Market.

- Conducted security contingency protocols on 9/11 to prevent security breach during time of crisis.

- Training:

o Trained IT professionals in computer system hardware/software applications & security procedures

o Trained and supervised personnel in support of implementation of the WiMax overlay including install, program, troubleshoot and repair all necessary equipment related to building out WiMAX in the Waco, TX Market

- Graduated a 4 year college degree program in 3 years. On Deans List every semester. Out of a 4.0 GPA system received a 3.5.

- Various Accomplishments –

o Saved Clearwire customers, and the Company money by cutting down on number of on-site customer visits through successfully resolving higher number of customer complaints through troubleshooting over the phone and creating calling plan to contact Non-Pay’s regarding account delinquencies . Cut churn in the Killeen Market from 7% to 2%.

o Trained in my off time for the position of Field Technician which earned me the position in the Waco Market as Lead Field Tech.

o Waco Market WiMAX build out 100% complete one month ahead of schedule.

Professional Experience:

Clear/Clearwire (Full-Time)

Lead Field Engineer Waco, TX 2007-Present 40-80+hrs Wk

Responsible for managing, planning, testing, installing, implementation, troubleshooting and coordinating upgrades and administering all maintenance activities and provide customer support to the 4000 customers plus based local Clear Wireless Internet/Voip network located throughout Waco and its neighboring cites.

My most recent achievement involved managing and overseeing the market planning, scheduling, and deploying of Clear/Sprint’s next generation 4G Wimax service and completing month ahead of schedule.

Some of my responsibilities include but not limited to-

• Monitoring Network Performance and all associated equipment

• Test, troubleshoot, repair and/or upgrade network system issues. Work with NOC/Tier 2, Commissioning Teams, Equipment Vendors and Tower personnel to resolve product defects and install and commission new or out of date equipment.

• Providing technical support for our customers with service issues both over the phone and on-site visits.

• Coordinate with equipment vendors and provide technical guidance to Tower Crews and/or contractors facilitating the maintenance on Clear’s wireless sites

• Maintains accurate records of equipment assignments.

• Follows up on all network related issues to ensure customer satisfaction.

• Implement, conduct and coordinate the smooth operation, repair, maintenance and expansion of all systems in market.

• Operate, maintain and repair all components of the Clear Network system equipment.

• Troubleshoot and resolve customer complaints concerning technical problems with the system and their equipment problems.

• Provide field support for new cell construction in the following areas: on site supervision, equipment delivery coordination, path alignment coordination, equipment programming/installation, cell turn up, and cell optimization.

• Maintaining PSTN and cell site circuits by routine or fault testing and repairing as needed.

• Programming and testing new products.

• Maintain Accurate Equipment Inventory needed for repairs and replacement of defective system components.

• Receive, investigate, resolve and track trouble tickets.

Customer Service Representative (CCR) Killeen, TX 2006-2007 40hrs wk

Responsibilities include providing technical support for customers with internet related issues both over the phone and on-site visits. This consists of researching, troubleshooting, providing guidance, and educating customer with knowledge of how the wireless system operates. Insure great customer experiences to customers from point of contact to resolution of customer issue.

Additional Responsibilities include:

• Creating and monitoring a system to track customer’s satisfaction with the overall service of the company and reliability of products Clearwire offers.

• Work with sales and office personnel to insure low churn rates.

• Troubleshoot and resolve customer complaints concerning technical problems with the system and their equipment problems.

United States Navy (USN) - (Full-Time)

(IT) Network/System Administrator Jacksonville, FL 1997-2001 40-80hr wk

Responsible for Monitoring, Maintaining, Planning, Installing and Securing helicopter squadrons IPV4 WAN/LAN network. Assisting Squadron personnel with computer or network related issues. Creating and holding training classes of squadron used software and hardware.

Additional Responsibilities:

• Creating and maintaining email/user accounts

• Updating and repair PC software/hardware equipment.

• Manage, secure, troubleshoot and monitor network and computer equipment.

• Maintained a detailed inventory of computer equipment and software.

• Ordering and maintaining the required parts and equipment necessary to insure proper operation of the network.

• Design and maintain a contingency plan in the event of a mishap or system failure in order to minimize down time.

• Create network utilization log and predict future use of network and provide plans for necessary future upgrades.

• Provided IT support, implemented and provided training of new software to squadron personnel. Managed and directed other IT professionals in the squadron in daily duties and assigned tasks. Managed equipment inventory when transitioning from land to sea military deployment operations.

• Install, Repair and Program routers and switches

• Network PDA’s, Laptop and Desktop computers onto the squadron’s LAN

Combined Work Related Tasks and Equipment:

Tasks:

• PC Desktop Systems

• Event Management

• Customer Support

• LAN/WAN/RF/ 802.11 a/b/g/n Network Management & Administration

• Network Administrator

• Problem Solving

• Record Keeping

• Fiber cable management

• Network Cable management, testing, and construction

Software

• Windows 7, XP Home/Pro, NT 4.0 Workstation & Server

• Exchange Server 5.5/2003

• MS Office XP-2010: Outlook, Power Point, Word, Excel, Access

• Acrobat Reader

• IE 7-8, FireFox, Google Chrome, Mac Safari

• WinShark, NMap

• MS, Delorme Map Software

• Norton Security Server software

• Firewalls

Hardware

• Dell PC Server/Workstations

• IBM ThinkPad’s/ Panasonic Toughbooks

• Palm/Compaq PDA

• Cisco Routers, switches, and access points

• PC motherboards, HHD’s, Memory, Video/Audio, Network card, power supplies, CD/DVD Drive

• Wireless routers: Linksys, Netgear, Belkin, Cisico

• RF and Microwave Dish & Antennas

o MODEM/RADIO Equip Type: Dragonwave, Motorola, Redline, Orthogon

o Radio Frequencies: 5Ghz, 11Ghz, 18Ghz, 23Ghz, & 24Ghz

• Cabels & Related Connectors

o Fiber

o Cat 5e/6 Shielded & Regular

o Comscope/Eupen

o RJ11/45,

o RG-6/11

EDUCATION:

- New Horizons Computer Learning Center May-June 2000

- Central Texas College/Tarleton State University-Central Texas Jan 2002-Dec 2005

o Bachelor of Science

o Minor in Business

Certifications

Microsoft Exchange Server 5.5 Series: Concepts and Administration, Design and Implementation

Microsoft Windows NT 4.0: Administering Microsoft Windows NT 4.0, supporting Microsoft Windows NT 4.0 Server Administration

REFERANCES:

Jimmy Conner (Work Associate): 806-***-****

Al Aguirre (Past Employee): 972-***-****

Karl Boswell (Past Supervisor): 254-***-****

Contact this candidate