Wireless Technician Resume

SUMMARY:

Over 10 years of experience in Mobile Wireless fields
Leadership abilities to communicate with leaders and executives on issues, resolutions and strategies.
Extensive knowledge of wireless applications installation and configuration.
Ability to think logically and apply deductive reasoning in solving problems when analyzing bills, usage and data reports for multiple accounts.
Provide technical guidance and assistance to customers by providing first and second - level technical support for computer applications and hardware, mobile broadband, and wireless devices (Android, Apple, Blackberry and Windows) via telephone/email and in person.

PROFESSIONAL EXPERIENCE:

Confidential

Wireless Technician

Responsibilities:

Perform administration and system management using Blackberry Enterprise Server (BES).
Utilize Air watch and Good Mobile Messaging for iDevices (iPhone, iPads).
Perform device management (device issuance, sanitization, warranty, etc.).
Manage and perform device troubleshooting and installation for wireless access to internet, email, calendar, air cards, cell phone and applications.
Testing and qualifying new devices and application to ensure feasibility and usefulness.
Perform day-to-day management of assigned task order projects that involve teams of engineers and management.
Provide direct device configuration, account administration, security, documentation and customer service while deploying mobile phone for clients MDM customers.
Maintain and update SOPs and end user documentations.
Create tickets in Remedy or MDM Platforms

Confidential

Solutions Manager

Responsibilities:

Supervises a staff of 20 to include full-time and temporary employees.
Acts as a liaison with customers on administrative and technical matters for assigned projects dealing with billing and service request.
Performs analysis and prepares reports on system problems trends and issues.
Strategies include sales, service and technical support for Wireless Technology including internet, mobile broadband and wireless devices.
Provides on-site field support to customers including installation, servicing and reporting systems and equipment.
Resolves customer issues in the areas of hardware installation, repair upgrade and service or plan maintenance.
Assists in investigation and resolving complex installations and maintenance matters of significance.
Develop technical and sales process for success with Apple, BlackBerry, Android and desktop computers, peripheral equipment and software.
Monitors and oversees desktop support problems and resolutions to determine trouble trends or problem support areas and to ensure support procedures are being followed.
Ensures responses to end-user and administration requests for helpdesk assistance are provided in a timely manner with a high degree of customer service and technical expertise.
Manages and responds to user and department requests for hardware, software, and equipment to improve efficiency and effectiveness; confers with end users to determine products required to achieve specific results.

Confidential

Wireless Sales Associate

Responsibilities:

Sales of Wireless Telecommunication Plans, Services and Products.
Provided first and second tier support via telephone, email, or in-person to customers requesting assistance for software and hardware related issues. Logs, routes, and escalates requests in a call-tracking system.
Manage service plans and billing as account manager for various business account.
Worked closely with other Central ITS Divisions (Network Management, Applications, and Database Architecture) to diagnose, escalate, and resolve complex technological issues.
Assisted and supported modern telephony systems such as Voice over Internet Protocol (VoIP) including physical deployment of hardware, troubleshooting of connectivity, and basic phone programming and voicemail configuration.
Create and manage various monthly and annual billing reports.
Maintains primary responsibility for the maintenance of computers at the Retail Store and support Zone Retail Stores Support Center.
Provided hands-on training and guidance to sales, technicians, contractors, and other external contract and customers as needed.

Confidential

Retail Tech Support Lead

Responsibilities:

Led team of Car Install Technicians for Cellular Installs and Sales.
Maintained an inventory database of computer equipment and software.
Designed new reports for the department that provide statistical data concerning productivity, on-going projects, and other aspects of administrative operations.
Configured and deployed new PCs.
Installed enterprise wide applications to include Lotus Notes and Microsoft Office.
Installed various Operating Systems to include Window 2000 and XP.
Configured workstations and attached peripheral to the domain.