Sales Support Technician Resume Oklahoma City, OK - Hire IT People

SUMMARY

A technical professional with 20 years of experience in the telecommunications industry. The ability to convey complex, technical concepts into understandable language for non - technical people. In-depth experience with training customers and colleagues on installation, programming and operations of telecom equipment and practices. Consistent record of improving customer experience, services and securing customer loyalty. Proven ability to perform well under pressure with excellent leadership, management, communication, customer service and problem-solving skills.

PROFESSIONAL EXPERIENCE

Sales Support Technician

Confidential - Oklahoma City, OK

Responsibilities:

Provide project coordination support for Cox Business products as requested by the customer.
Proficient with ICOM’s provisioning, OPTIX and SOAK database GUI, as well as MyAdmin, VISION and EdgeHealth tools.
Work with peers and review procedures for accuracy of procedures.

Lead Technician

Confidential - Oklahoma City, OK

Responsibilities:

Provide communication, security and networking services for small to medium businesses.
Work with customers to optimize telecom services into E.I.T. products for better reliability, function and cost effectiveness.
Install and repair equipment for telecom, network routers / switches, security cameras and RFID entry systems.

Operations Lead

Confidential - Oklahoma City, OK

Responsibilities:

Support the distribution, installation and maintenance of custom database billing software, InTeleBill.
Process customer billing database files, provide reports and samples to customer for approval.
Create custom SQL reports specific to customer needs, update customer database after completed billing process, print and mail customer invoices.

Switch Operations Support

Confidential

Responsibilities:

Worked as a “fill-in” Switch Technician as necessary, covering various communications equipment.
Provide day-to-day switch maintenance and support for all users and management.
Emergency on-call technician for disaster recovery locations.

Switch Technician

Confidential - Oklahoma City

Responsibilities:

Maintain and support all communication equipment for the Federal Aviation Administration including SL-100, CallPilot VoiceMail, CCMIS (Contact Center Management Information System), CCMA (Contact Center Management Administration).
Work with internal government branches to design and program automatic call routing services to improve customer service, call volume tracking, accountability and real-time queue management.
Provide management teams with statistics on equipment performance, availability and recommendations.

Software Engineer

Confidential Oklahoma City

Responsibilities:

Program communication services in equipment for new and existing customers throughout the Logix Network.
Verify and test services with local switch, field technicians, and vendor.
Support all services for any issues that occur until the customer’s needs are met.

Switch Manager/Switch Engineer

Confidential - Oklahoma City

Responsibilities:

Provide employees with training and tools necessary to accomplish quarterly and yearly goals for advancement.
Support Switched Services for commercial and residential customer’s for the Oklahoma market.
Work with vendors to provide accurate services per the customer needs.
Support and train switch technicians for all services as well as providing 24/7 support for government, large businesses and law enforcement.
Work with network engineering and management to ensure equipment availability and reliability.
Install and test new equipment as necessary for network improvement, upgrade and expand equipment including managing vendor installations.