Order Support Representative Resume PLANO, TX - Hire IT People

PROFESSIONAL EXPERIENCE

Confidential - PLANO, TX

Order Support Representative

Responsibilities:

Manage day to day service for several customers that uses Iphones, Androids, Blackberries, Windows Devices, Ipads, cell phones, Mobile Iron and WiFi access.
Provide information to customers on devices and mobility products.
Process orders and activate, suspend, troubleshooting and cancel service.
Follow-up with customers regarding returns and inventory equipment.
Ensure all service level agreements are consistently met or exceeded.
Follow up with existing customers regarding service dissatisfaction and resolve issues.
Work with carriers on behalf of the customer.
Process porting and transfer of liability for customers.
Provide status updates on order progress to customers.
Move, add and changes on customers phone lines.
Resolve customer satisfaction issues through proper escalation path.
Assist team with workflow throughout the day to ensure all clients requirements is met.
Resolve escalated trouble tickets and issues within the SLA.

Confidential - DALLAS, TX

Telecom Analyst

Responsibilities:

Manage daily operations for Siemens/Rolm and Avaya Definity and Audix voicemail.
Respond to all Avaya PBX break/fix and then work to resolve or to resolve with vendors.
Coordinate and execute any Avaya MAC orders, changes and maintenance.
Coordinate with managers with equipment upgrades and inventory of equipment.
Coordinate, review and perform all Avaya moves, add and changes.
Perform the systems programming and cross-connect wiring for new employees.
Replace phones, handsets, handset cords and order headsets when needed.
Provide level 1 and 2 troubleshooting when a problem arises with phones, phone features, voicemail, and or general questions.
Order and delete any circuit and long distance lines, example, POTS, T1, PRI and DS1.
Support and maintain ten Polycom Video systems in multiple locations for the bank.
Schedule appointment to activate or train co-workers on wireless device.
Primary point of contact of accountability of the telecom inventory and wireless assesses and oversees the day to day telecom and wireless activities.
Provide support for all blackberries, cell phone provisioning, included ordering, upgrading, disconnecting service, add/remove (BES server), testing and troubleshooting.
Handle inventory spreadsheet for all telecom and wireless equipment.
Work closely with accounts payable department for all telecommunications bills.
Act as primary technical resource between vendors and employees.
Resolve escalated trouble tickets within the SLA.

Confidential - PLANO, TX

Accounts Payable/Receivable

Responsibilities:

Post payments to customer’s accounts.
Research names to find the correct account number.
Enter data into company’s database system to create checks, later posted on customer’s accounts.

Confidential

Account Service Representative

Responsibilities:

Primary point of contract for the customer’s invoices maintaining a territory of 20 to 40 accounts.
Establish a productive relationship with the customer in person and on the phone. Determine customer’s expectation/objectives and learn their business.
Install software and train customers on their specific hardware.
Ensure customers are knowledgeable of and/or utilizing all product features and new product enhancements.
Work with the helpdesk, sales and contract administrators.
Conducts follow-up phone calls and coordinates site visits. Provide reports to executive personnel.