Customer Service Technician

Eugene Ford

**** ******* *****• Bartlett, TN ****5• 901-***-**** or 901-***-****• *********@*****.***

SUMMARY OF QUALIFICATIONS Extensive telecommunication skills that includes:

• 14 years in telecommunications • Convergence Technologies Professional(CTP)certification

• Computer Hardware • Computer Software

• VOIP Experience • Networking

• Communication Skills • CCENT Certification

• Troubleshooting Skills • Experienced Telephone Technician

Accomplishments

• G.A. Draughon Service Award for technical excellence in customer service.

• Exemplary Service Award in recognition of exemplary service.

• Earned service approval rating above 90% from customer surveys.

• On the spot sales leader for technicians.

Professional Experience

Mitel Networks formerly ATS and INTER-TEL

Field Service Technician (April 1996 –Sept. 2010)

Job duties include but not limited to:

• Installed updated software and programs that maintained existing software and provided requested features such as time-correlated call routing.

• Worked with customers remotely or over the phone to resolve issues to avoid onsite visit.

• Demonstrated equipment to customers and explained how it was to be used and responded to any inquiries and complaints.

• Tested circuits and components of malfunctioning telecommunications equipment to isolate sources of malfunctions, using test meters, circuit diagrams, polarity probes.

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• Would troubleshoot onsite computers and make necessary repairs.

• Assembled and installed communication equipment such as data and telephone communication lines, wiring, switching equipment, wiring frames, power apparatus, computer systems and networks.

• Reviewed manufacturer’s instructions, manuals, technical specifications, building permits and ordinances in order to determine communication equipment requirements and procedures. EDUCATION Southwest Tennessee Community College Associate Degree, Electronic Technology

New Horizons

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