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Telecommunications Analyst Resume

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Lakewood, ColoradO

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SUMMARY:

  • Management position requiring strong communications and customer relation’s skills in the field of Financial Services. Experienced in management from product research & procurement.

TECHNICAL SKILLS:

Computer Skills: Platforms = Windows NT/2000/2003/XP, Vista, Unix, Novell Hardware = Printers, Servers, Routers, Firewalls Software = Microsoft Office Suite, Microsoft Exchange

PROFESSIONAL EXPERIENCE:

Confidential, Lakewood, Colorado

Responsibilities:

  • Responsible for customer retention. Assisted customers to find items they need. Provided timely answers/solutions to customer inquiries and problems. Problem solved customer situations for their projects. Communicated with other departments/staff members of customer projects with high level of customer service. Operated forklifts or heavy machinery.

Confidential, Rancho Dominguez, CA

Responsibilities:

  • Dispatched work to technicians in field. Communicated with drivers in field. Reviewed and optimized routes for numerous satellite dishes installations. Activated Integrated Receiver Decoders. Controlled inventory satellite equipment & parts. Reported cancelled services to management. Maintained customer database. Responsible for customer retention. Assisted in calling customers to confirm scheduled service. Provided timely answers/solutions to customer inquiries and problems. Updated schedules/Accounted for past and completed jobs. Communicated with other departments/staff members to maintain route efficiency and a high level of customer service.

Telecommunications Analyst

Confidential, Los Angeles, CA

Responsibilities:

  • Worked effectively with all levels of internal users to effectively deliver high quality call center banking application support and service. Analyzed telecommunications requirements and recommend equipment and systems configurations on Avaya Call Center features and the Call Management System. Trouble - shooted the malfunctioning telecommunications system of the internal Avaya telephone user’s issues by routing, queuing, remote service observing, and CMS reporting. Formulated telecommunications systems requirements and procedures for processing and communicating data and other information. Instructed user personnel on the application and capabilities of the telecommunications system.
  • Coordinated the installation and implementation of telecommunication equipment and software features to include standard protocols. Worked within a team environment on complex initiatives and projects related to telecommunications interacted with call center managers and agents. Participated in call center project meetings consisting of cross-functional teams; to analyze, understand, and define call center/contact center requirements preparing and scheduling. Reviewed and analyzed the phone system/data communications equipment costs, long distance/transmission costs, and volume of phone/data related calls. Consulted with management regarding any malfunctions or problems. Monitored the operations of the system and maintain documentation for all call center/contact center applications.

Intern

Confidential, Santa Ana, CA

Responsibilities:

  • Responsible for the analysis and optimization of network designs based on review and evaluation of the customer requirements. Conducted feasibility studies for large systems and contributes to technical analyses and commendations and deliverable preparation.
  • Evaluated vendor equipment and services, and made recommendations on selection.
  • Programmed Option11-81C Meridian phone switches. Installed cabling for PBX and Norstar key systems. Connected PBX lines to local phone terminals. Dezied key systems or phone stations.

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