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Order Support Representative Resume

Plano, TX


Confidential - PLANO, TX

Order Support Representative


  • 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


  • 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


  • 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.


Account Service Representative


  • 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.

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