Customer Service Technical Support

Spencer Berlin

206-***-**** / *********@*****.***

Objective

Acquire a position within a telecommunications company in order to expand my knowledge and experience in the industry, with the expectation of becoming an OSP Fiber Optic Technician.

Professional Experience

American Utilities Inc. Effingham, IL April 2012 – Current

OSP Fiber optic technician apprentice/Fiber Splicer

• Measure, prep, and splice fiber out of buried vault locations using appropriate hand tools and fusion fiber splicer

• Responsible for locating splice locations and analyzing cable placement prints

• Currently getting familiar with fiber splice matrix’s, cutover and section throw procedures

• Work nights, days, weekends and emergency damage callouts

JLD Services New Albany, IN March 2012 – April 2012

Ground hand/Lineman/Splicing apprentice

• Apprenticed under a journeyman lineman in order to gain a broader understanding of fiber optic cable placement in underground, aerial, and commercial building jobsites

• Assisted in both bucket truck preparation and ground hand duties

• Responsible for setting down guys, anchors, and lashing of strand and fiber

Spherion Staffing

PC TECH Redmond, WA October 2011-January 2012

• Disconnected PC’s and all electronic equipment for sub vendor company in Redmond

• Managed the disconnection and re-connection of assigned units

• Logged all units to ensure they were accounted for and were set up in the correct offices

Inventory Manager Preston, WA August 2011-September 2011

• Managed inventory team to ensure the project was done by deadline

• Reviewed and logged all units of product

• Organized and managed the implementation of locating damaged product and designating where they were being shipped

• Provided documentation for entire project to ensure all units were accounted for

Volt Technical Resources / Microsoft Redmond, WA May 2009-July 2010

Escalations Specialist (Promotion)

• Provided in-depth research and internal reporting for issues escalated to Tier 2

• Provided documentation and collected all applicable information for high-priority cases escalated through the Attorney General’s Office and Better Business Bureau

• Managed and tracked technical issues (bugs) in Product Studio, beyond departmental scope for further research by Microsoft Engineers

• Assessed the end to end process once technical issues had been identified to ensure any opportunities for improvement were evaluated and executed

• Developed procedures and documentation for new projects which improved product efficiency and customer satisfaction

• Participated in User Acceptance Testing

Customer Service Representative

• Researched and analyzed customer issues with the Microsoft Bing cashback

• Served as first point of contact for the customers seeking assistance with the set-up and use of their accounts

• Used a variety of MS Office programs to evaluate problems and document case-status.

• Managed and tracked each case I was assigned in order to ensure the desired result was reached

• Communicated with customers explaining complicated technical concepts in laymen’s terms

WDS Global Kirkland, WA. March 2008-Sept. 2008

Tier 3 Technical Support Representative

• Managed inbound customer phone calls regarding technical support on AT&T, Verizon, Windows and Mac Devices

• Educated customers on device capability, troubleshooting procedures, compatibility, billing inquiries, account and device upgrade potential

• Documented and managed through data entry programs, 20-40 daily customer interactions through various ticketing applications including C.A.R.E, Telegence, Verizon and AT&T systems.

• Provided customer case follow up with existing technical support cases using online chat support, e-mail and outbound phone interaction.

• Maintained customer case follow up documentation to ensure any technical issues were resolved the most efficient manner possible.

Aerotek Inc. / Nintendo of America Redmond, WA. June 2007-Dec. 2007

Production Line Associate, Q.C. Rep

• Produced and refurbished Nintendo Wii gaming consoles and accessories, including hardware replacement, internal software upgrades and cosmetic repair

• Inspected every repaired and brand new unit for cosmetic and diagnostic flaws using several computer applications

• Promoted to the quality control department where I oversaw the production line staff and assisted with improving the policies and procedures regarding console refurbishment

• Inventoried our entire department’s unit numbers daily

Best Buy El Segundo, CA. June 2006-May 2007

Retail Floor Salesmen; Geek Squad Computer Repair

• Educated customers on computer products including laptops, desktops, gaming consoles, software and hardware, accessories

• Worked with Geek Squad on in-house upgrades, repairs, and replacement of customer computer products

• Managed both the daily revenue and inventory numbers for both the gaming and computer departments

Prime West Communications Hemet, CA Jan. 2002-May 2006

Telecom Sub-Contractor; Cable Splicer

• Apprenticed under journeymen cable splicer assisting with job site preparation, telephone cable placement and splicing, and tested existing and new telephone lines on AT&T and Verizon contracts

• Placed interduct and high speed fiber in residential and commercial contracts

• Kept daily records of job productivity, estimated time of completion, man hours worked, and assessed job site protocol and procedures in order to fulfill contract requirements

Skills

• Extensive knowledge of Windows 95, 98, XP, Vista and most Mac Operating Systems

• Microsoft Office Suite (All Versions)

• Job related experience with Microsoft Outlook, Access, Excel and Word, SAP

• PC hardware and software installation, diagnostic, and repair experience

• Typing – 50 WPM

• On site experience with Fusion fiber splicing equipment

• Familiar with job site fiber optic cable placement prints

• Extremely efficient in using a wide variety of hand tools as it pertains to prepping and splicing fiber optic cable

Education

Moreno Valley High School Moreno Valley, CA graduated 2001

Pasadena Community College Pasadena, CA 2001-2002

• Completed 1 year, Business Administration

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