SUMMARY:

• Install major upgrades to PBXs and Voicemail platforms for large corporations.
• Assistant Coordinator in charge of relocating hundreds of people to different locations including installing PBX and Voicemail platform with LAM Reasearch.
• Senior Engineer for Confidential in charge of providing service worldwide with Confidential Voicemail platforms, include upgrading software, installing software patches, trouble shooting problems, duplicating problems in Lab.
• Trainer for Confidential Telecommunication Platforms.
• Proven leadership skills in managing developing and motivating teams to achieve goals and objectives.
• Trained on Confidential standards
• Bilingual: Fluent in Spanish and English.

PROFESSIONAL EXPERIENCE:

Confidential, Falls Church, Virginia

Customer Service Specialist

Responsibilities:

• Providing professional and clear answers to customer's requests.
• Typically good at listening, with great communication and interpersonal skills.
• Consult with Customer to evaluate needs and determine best option.

Confidential, Falls Church, Virginia

Cable Tech.

Responsibilities:

• Running and installing Cat6 from MDF to IDF.
• Installing cables for speakers and paging.
• Installing racks in MDF room for Cat6.
• Using wiremapper to test Cat6 cables
• Cables had to be run as per Confidential standards

Confidential, Alexandria, VA

Fios Technician

Responsibilities:

• Receives work assignments and trouble cases from designated employees or via tablet
• Installing, rearranging, and maintaining inside wiring
• Rearranging and reconnecting fiber optic wiring at pole, underground or building terminals
• Performing necessary work to connect, disconnect, test, repair and maintain various types of company and customer provided telephones and equipment
• Configuring customers' computer and equipment
• Performing diagnostic tests on integrated circuit equipment to determine trouble
• Interpreting service orders and circuit diagrams
• Evaluating customer communication needs and promoting the sale of Company products and services, and referring customers to the appropriate office
• Communicating frequently with customers on matters dealing with service, planning, billing, and Company policy
• Installing Fiber Optics drops at customer or business sites.
• Installing Cat5E and Cat6 at customer site.
• Normally works and travels alone between work locations by driving Company vehicles with little or no direct supervision.

Confidential, Manassas, Virginia

Field Service Technician

Responsibilities:

• Avaya Office system
• Running and installing Cat6 at customers com. room.
• Using wiremapper to test Cat6 cables for wiring errors.
• Installing patch panels
• Program SIP phones

Confidential, Brookings, South Dakota

Bi - lingual Field Service Engineer

Responsibilities:

• Ensure responsiveness and first time resolution to customers’ requests for technical support primarily through incoming calls.
• Troubleshoot and solve simple to highly complex hardware and software technical issues using logical troubleshooting approach with attention to detail.
• Actively and consistently support all efforts to simplify and enhance the customer experience.
• Provide software application installation/configuration support along with “how to” assistance.
• Periodically provide support for service projects, event support, installations and on-site technical service.
• Perform shift work and on-call support as scheduled in order to meet the needs of our customers.
• Periodically support projects on-site in our Caribbean/Latin American region.
• Independent problem solving skills and self-direction.
• Fluent in Spanish and English, both written and verbal.
• Actively create and update knowledge base articles for internal/external use.
• Perform shift work and on-call support as scheduled in order to meet the needs of our customers.
• Perform proactive-outbound calls.
• Able to work at heights, work from ladder, and ability to carry ladder/tools/parts from vehicle to work site.

Confidential, El Paso, Texas

Technical Support

Responsibilities:

• Evaluating customers’ broadband needs and suggests additional/alternative service as appropriate.
• Read and interprets customer service orders, repair tickets, technical (i.e., mechanical, electrical, digital) drawings, maps blueprints, diagrams, etc. and performs specified work. Includes POTS, HSI, jack work, inside wiring, etc.
• Works with telecom color-coded wires and cables.
• Interact with customers to provide and process information in response to inquiries, concerns, and requests about products and services;
• Gather customer’s information and determine the issue by evaluating and analyzing the symptoms;
• Diagnose and resolve technical hardware and software issues involving internet connectivity, email clients.
• Research required information using available resources;
• Follow standard processes and procedures;
• Identify and escalate priority issues per Client specifications;
• Accurately process and record call transactions using a computer and designated tracking software;
• Offer alternative solutions where appropriate with the objective of retaining customers’ and clients’ business;
• Diagnose and resolve technical hardware and software issues involving internet connectivity, email clients, VOIP and more

Confidential, El Paso, Texas

Assistant Coordinator

Responsibilities:

• Responsible for contacting prospective donors and sponsors for the Confidential.
• Responsible for contacting prospective donors and sponsors for the Annual Charity Auction.
• Coordinate and plan the Annual Confidential, which includes contacting sports celebrities for attendance to the golf tournament and donations for the auction.
• Coordinate travel and hotel arrangements for sports celebrities, guest speakers and golf tournament participants.

Confidential, Elk Grove, CA

Field Service Telecommunications Specialist

Responsibilities:

• Conduct measurement on analog digital and other communication mediums.
• Provide customer assistance on all products
• CDV Jones/NCTI Professional
• Video/Core Jones/NCTI Professional
• Work in all types of terrain (mountain areas, hills, ditches, etc.) and in all types of weather.
• Work in diverse business environments.
• Use 860 trilithic meter to take levels for D3 Modems; and CDV levels (digital voice).
• Familiar with OSHA regulations and Confidential .

Confidential, El Paso, Texas

Assistant Coordinator

Responsibilities:

• Responsible for contacting prospective donors and sponsors for the Confidential Annual Golf Tournament.
• Responsible for contacting prospective donors and sponsors for the Annual Charity Auction.
• Coordinate and plan the Annual Confidential, which includes contacting sports celebrities for attendance to the golf tournament and donations for the auction.
• Coordinate travel and hotel arrangements for sports celebrities, guest speakers and golf tournament participants.

Confidential, Chico, CA

Telecom Manager

Responsibilities:

• Pro-active in creating a highly professional working environment where all employees contribute and understand mission goals and objectives.
• Instrumental in building successful teams with repeatable performance.
• Oversee Supervisors in the development and enforcement of departmental policies. Oversight of Supervisors in the development and enforcement of departmental policies, corrective action, and in achieving departmental goals.
• Determine employee and Supervisory performance standards.