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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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