Telecommunication Specialist Resume

SUMMARY:

Professional telecommunications specialist with extensive experience in help desk operations and technical customer service to include issue triage and determining hardware, software, and system requirements.

TECHNICAL SKILLS:

MDM Solutions: Apple MDM, Good Enterprise, Microsoft InTune, AirWatch

Mobile Platforms: Apple iOS, Android, Microsoft

Ticketing Systems: BMC Remedy, CA Technologies, ITMS (proprietary Confidential application)

PROFESSIONAL EXPERIENCE:

Confidential

Telecommunication Specialist

Responsibilities:

Managed the wireless products helpdesk queue to ensure SLA response and resolution times were met
Served as On - Site Service Desk Technicians
Designated as the point of contact for all executive mobile issues
Provisioned, Deployed & Monitored all Mobile Devices (iPhones, Androids & Tablets)
Provided support for All Confidential users Confidential Headquarters and Field (all of the US Including Hawaii, Alaska and Puerto Rico.
Ran VPN for Remote Assistance to user’s desktops
Worked Closely with Active Directory Group
Coordinated and led discussions between the U.S. Department of Housing and Urban Development ( Confidential ) and Samsung during their release for Knox, a secure email system solution
Installed, managed and supported a wireless network implementation for 3 floors Confidential the HP facility (1 st Floor - 2 Wi-Fi connections (one Secure & one Open). 2 & 4 th floor were Secure and only for Confidential Employees in the IT dept.
Responsible for the front end management of the BES, GOOD and Intune servers responsible for controlling various MDM solutions
Managed the wireless devices asset inventory

Confidential

Telecommunication Specialist

Responsibilities:

Provided procurement and deployment services to Lockheed Martin on behalf of Confidential working with DHS
Responsible for the overall management of Remedy, a service management system
Managed Confidential database to ensure continued accuracy
Served as On-Site Service Desk Technicians
Provisioned users between carriers to ensure all information was ported correctly
Assisted the National Communications System ( Confidential ) in applying their wireless provisioning services (WPS)
Implemented tethering, international and WPS services to customer plans
Developed strong relationship with Blackberry RIM
Managed the mobile asset inventory spread across six locations

Confidential

Manager

Responsibilities:

Responsibilities included oversight of store operations, employees and customer service assistance
Trained and managed employees with new and emerging technologies to create a strong and educated environment to better assist our customers
Increased store profits and new accounts through exception customer service
Frequently met with other store managers in the region to gather and analyze information on behalf of the Regional Manager
Provided customers with Bill Analyst to prevent high bills in the future

Confidential

Account Representative

Responsibilities:

Interfaced and assisted customers to find appropriate data plans that fit their personal needs
Managed the store asset inventory ensuring that popular items were always in stock and available
Met monthly sales quota through cold calls, office visits and meeting with new and existing customer interested in Confidential .
Provided on-site repair of Damaged Confidential Phones. Replace Screens, Cases, Mic, Speakers.
Provided customers with Bill Analyst to prevent high bills in the future

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