Network Operations Support Specialist Resume North Carolina - Hire IT People

Objective

I believe any assignment rather it is great or small should be done with a level of excellence. As a Support Specialist, with years 20 of experience in customer service I have learned that a customer deserves the right to be given outstanding support and service. Advancement on the any job depends on your wiliness to go the extra mile and I always exceed all goals that are placed before me.

Summary of Qualification

Support Specialist with 20 years of Customer Service and Dispatching experience. Detailed-oriented and to multitask effectively, and can quickly learn new software packages.

Experience

Job Titles & Job Duties

Confidential, 111 Corning Road Suite 250 Cary NC

Current Position: Customer Support Rep 1

Respond to incoming calls regarding technical questions and problem resolution related to products as well as customer premise equipment for Dish Network and Direct TV.
Conduct outbound customer service or inside sales calls
Handle moderate call volume, covering a full range of customer requests for service in a prompt and courteous manner and demonstrate strong product knowledge by answering customer questions in an accurate and timely manner
Accommodating full range of customers (new and existing) requests for services, inquiries concerning billings and complaints about service quality in a prompt and professional manner, obtaining all information for resolution of transactions
Prepare work orders for maintenance requests after determining if field visits are required, escalate such requests to identified NOC personnel as directed and ensure appropriate follow-up procedures are met• Assist in resolving delinquent account balances and obtain assistance from Supervisor for complex inquiries, report errors and discrepancies on customer billings as necessary

Confidential, 2007-2012

Create and assign job tickets to Direct TV and Dish Network technician according to Geographic location using GPS management, maintain escalation emails, excel spreadsheets and Enlighten database and phone calls from all field support supervisors, mangers as well as other company divisions. Ensured lines of commutation are open between field operations and other departments.

Job Titles & Job Duties:

Confidential, 101 Innovation Ave Morrisville, NC

Network Operations Support Specialist 2004 - 2007

Maintained and managed Departmental budget for Network Operation.

Participated in the development of reports that captured Time Warner Cable response time to phone queries and other customer services needs. Interfaced with other departments to facilitate completion of time sensitive projects. Accommodated details meetings in support of identifying measurable goods and objectives for departmental work plan development.

Performed quality assurance/quality control reviews of reports Network Operation Outage Specialist to ensure accuracy before submission to Time Warner Reporting Department. Based on complex situations able to make effective, immediate decisions.

Dispatcher I Dispatcher II 1997- 2004

Managed quota and communicated any changes with technical supervisors. Responsible for open communications between departments to ensure all aspects of the business ran functionally

Universal Customer Representative 1994-1996

Multitasked and handled all customers billing, trouble shooting concerns in a timely manner.

Second Shift Lead 1994 - 1995

Organized morale improvement initiatives. Supervised and prepare team building skills with Customer representative I,II

Customer Service Repair Representative I 1992 - 1994

Handled all minor and major Field technician issues ensuring that customer appointments where met on time. Able to computer-aided dispatch

Honor/Awards

Time Warner Cable Outstanding Attendance Award - 1996
Time Warner Cable President Award - 1996
Dispatcher of the Month April, 2000
Dispatcher of the Month May, 2000
Employee Recognition Consider It Done Award (for excellent team member support) 2005
Employee Recognition Consider It Done Award( for excellent Supervisor Help line Support) 2006
Connection Technologies Department TOP GUN - March, April, May, June, July, August - 2011
Numerous Customer Satisfaction accommodations 2012

Knowledge, Skills and Abilities

KNOWLEDGE OF : Microsoft Office suite of software, specifically MS Excel
Effective oral and written communication skills
Detail oriented, organized and a team player
Ability to work in a fast paced team environment

Education

Business Administration

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Network Operations Support Specialist Resume

North, CarolinA

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