JUAN G. ESPINOZA

6437 Ridglea Drive 

Watauga, TX 76148-1428 

(817) 683-3264 cell

j.espinoza72@yahoo.com

wataugadude72@yahoo.com

 

EXPERIENCED LEADER IN PERFORMANCE MANAGEMENT

 

Experienced leader with hands on management of Tier 2 Level agents.  Provide assistance to managers to effectively train, document, and lead team of 40 new hire agents with transition to production.  Provide upper management with reports, tools, monitoring results of call handling, and performance improvement.

 

SKILLSETS

·   Experienced Customer Service Professional

·   Trouble Management Resolution - Product Support Professional

·   Certified Customer Interaction Agent – Achieve Global - 1999

·   Learning Coach – AT&T/Pinnacle

·   Microsoft Certification – Tarrant County Community College

·   Bilingual (English/Spanish) – Moderate to Fluent

·   User Knowledge of the following applications:

o   Vista/XP, Microsoft Office, Adobe, Acrobat,

o   Web Browser: IE8, Chrome, Mozilla Firefox

o   Remedy Trouble Management Systems, CRM – Customer Relation Management Systems

o   Workflow Engine – Performance Tracking System

 

Arrow S310/2012 – Present

Irving, TX

Tier II NOC Technician

·   Interface with DMS Switch to configure CISCO and PolyCom VoIP devices for larmange scale business communications.

·   Troubleshoot configurations specs including performing manual reboot to isolate and determine network issues using Service Now software.

·   Develop and design job aids for peers to facilitate troubleshooting steps based on network systems or trouble types.

·   Interfaced with SMS database to troubleshoot and isolate issues with toll free networks.

·   Implemented and set up TOD routing and managed VRU/IVR messaging and recordings for commercial accounts.

·   Review call detail records to isolate access issues using CDR system and open tickets with SIP vendors to report troubles.

 

AT&T U-Verse 10/2008 – 10/2012

Richardson, TX 

Tier II Representative

·       Develop & coach new agents on call quality, provide documentation, create orientation packets for new hires, spreadsheets, AHT reports, proficiency checklist for upper management and partner with Training & Development to identify gaps in classroom facilitation to production.

·       Assisted field technicians to get customer equipment connected and operational, customer service, wireless connectivity, VoIP, static IP, sales, metric scorecard to AT&T specifications, Excel spreadsheet to maximize efficiency, and special projects to manage the performance of agents.

·       Provide knowledge tools for agents to interpret system flows, troubleshooting, and metric reports

·       Add value to agent performance by building confidence, sharing knowledge and past successes, and outlining clear and concise expectations

·       Partner with vendors and staffing agencies to address performance deficiencies and opportunities for success

 

CMS (Customer Management Service) – Temporary Contract            03/2008 – 07/2008

Richardson, TX 

CIT Tech

·       Create tickets via phone and email for companies dealing with internet loss, Wi-Fi faults (hotel and apartments), Email faults, VoIP phones faults, and LECs reporting T1, T3 outages via Remedy TMS.

·       Ping Service Units and private IPs to confirm connectivity including Trace Routes

·       Educate customers with MAC addresses for Wii, Tivo, XBOX, Windows XP, Windows Vista, & Apple computers.

·       Interface with WI-FI database to open up accounts and close sessions as needed to reboot connectivity.

·       Interface with TEKELEC database to update password and name changes for VoIP phones.

·       Interface with COMMUNICATIONS SIPS database to confirm connectivity for VoIP phones for Singlepipe customers.

·       Interface with BOSS customer database.

 

EXCEL COMMUNICATIONS01/1999 – 01/2008

Irving, TX 

Switch Technician / NOC Reporting Analyst

·   Proficient in Veraz VoIP System, trapping and tracing of calls, SS7 messaging, Monitoring, ASR Monitoring, Routing, bouncing/resetting T1s and Trunk Groups, working with Translations, Voice Data & Engineering, and IP Network Services department to resolve network faults as well as identifying DTMF issues for Dedicated customers

·   NOC, monitoring DS 1-3 and opening tickets with underlying carriers including LEC, ILEC, CLEC

·   Customer Management Group - Informing customers of bill, credits, adjustments, set up accounts, cancellations in ION / PM Utilities databases

·   SMS Toll Free, adding removing and setting up Toll Free numbers to POTS and Trunk Group Numbers and checking routes available as well as checking RESPORG information to identify faults

·   NPAC database, adding / updating LRN information

·   Interfaced with Wiltel EDE, MCI Carrier Direct, SMS Toll Free, IXC/TMS LD Carrier Databases

·   Interface with LERG database to pull tandem and trunking information for trouble resolution

·   Interface with DEX and DMS 250 and 250E to pull Call Detail Records for level 1 – 3 troubleshooting 

·   Utilized DEX600 and DEX600E Mega Hub switches to capture CDR    routing, route lists as well as status of trunks and spans and also make necessary recommendations for resolution

 

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