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Click here or scroll down to respond to this candidateCandidate's Name
Allen, Texas Street Address PHONE NUMBER AVAILABLE EMAIL AVAILABLE LINKEDIN LINK AVAILABLESUMMARYDedicated and highly motivated service professional with a long history of success providing customer support. Results-driven leader with a strong work ethic and exceptional communication skills. Adept at learning new procedures and information to provide high-level support to customers and projects. Collaborate with other team members to build relationships that provide excellent service and drive company goals. Flexible and adapts to job conditions, willing to work onsite and travel as needed.Extremely organized and attentive to detail Technical Support Communication Customer Service PC Support Installation Documentation Teamwork Problem Solving Multi-Vendor Integration SLAs Troubleshooting Network Configuration Multi-taskEXPERIENCEWINDSTREAM, Allen, TexasManaged Solution Specialist I, 2006-2024Provided remote technical support for critical customer phone services and network configurations across multiple manufacturers, makes, and models, including both hardware and software issues.Coordinated dispatch of local technicians to address on-site system issues.Managed complex customer cases to troubleshoot technical issues and resolve problems, ensuring customer satisfaction.Documented all work done on issue till issue was resolved.Order parts or ship from stock on hand to the customer.Adapted and maintained SLAs and high customer satisfaction while transitioning through several company acquisitions, including Samsung, Xeta, PAETEC, and Windstream.Recognized for high customer satisfaction rankings and outstanding work volumes.Received multiple employee awards.Responded to and resolved customer issues by phone and email well within defined SLAs.Travelled both locally and nationally to provide in-person field support.Coordinate with partners (Dell, Nvidia) to initiate return authorization processes.Project coordination with external vendors, ensuring job is completed correctly.AVAYA, Coppell, TexasTier III Technical Support Engineer, 1997-2006Provided Tier III support for Avaya Modular Messaging voicemail systems on Windows 2000 and Linux servers, including multiple models and vendor systems. Supported Avaya Strategic Outsourcing Global Network Operations Center (GNOC), acting as single point of contact for all equipment and services.Managed complex customer cases through to resolution while ensuring customer satisfaction and meeting client SLAs.Received multiple employee awards for superior customer service and attendance.Resolved issues ranging from remote modem and telnet connectivity and user-related errors to digital and analog voicemail networking problems.Provided end-to-end support for business partners and customers, including initial installation, multi-vendor integration, and ongoing operational support.Loaded and installed software patches and updates on Windows 2000 and Linux servers.ADDITIONAL EXPERIENCEDIYer Maintenance and Repair 1995-present. Completed general handy man work to include painting and plumbing such as changing faucets and replacing toilets. Work performed also included general electrical activities such as running cable and installing extra outlets in garage. Significant experience improving outside house esthetic to include landscaping, tree trimming, and general yard work. Enjoy woodworking with a recent project to build and install pull out shelves in kitchen cabinets.EDUCATIONDEVRY INSTITUTE OF TECHNOLOGY, Dallas, TexasElectronics TechnicianCOLLIN COUNTY COMMUNITY COLLEGE, Plano, TexasCERTIFICATIONSNet+ CertificationCCNA CertificationPROFESSIONAL DEVELOPMENTContinuing Education CoursesTECHNICAL SKILLSMicrosoft Office Suite, PC, Training, Telephone Systems, Network Switches, Salesforce, Remedy, Confluence, VPN, Documentation, Inventory, Windows 7/10, Wi-Fi and Wired Networks, Diagnosis, Troubleshooting.AWARDSPerfect attendance at Avaya for multiple quartersReceived many 100% surveys for customer service |
