Jacob Harvey

2914 MOFFETT AVE - Wichita Falls, TX 76308

jharvey3177@ymail.com - (940) 923-4107

A highly motivated and enthusiastic individual with a good knowledge of Electronics. Able to use own initiative

and to work as part of a team or alone under pressure to meet challenging deadline objectives.

WORK EXPERIENCE

Network Control Specialist

Collabera Inc - Wichita Falls, TX - August 2013 to Present

Responsibilities

The purpose of the project is to insure the AT&T customer will not be inconvenienced by waiting for another

field tech to fix the U-Verse service if the tech that is currently dispatched is able to fix the current problem with

the service and also to assist the techs with any questions they may have.

Responsibilities:

Take calls from Premise Technicians to approve or decline new service order tickets based on the information

I gather from LSBBT test's.

Take calls from Facility Technicians to approve or decline closure of service order ticket's based on the

information I gather from LSBBT test's.

Provide information to field tech's on what to do if a ticket cannot be approved or closed.

Provide information and assistance to any field techs if needed.

Dispatch Premise Technicians if needed using Customer Relationship Management (CRM) program.

Accomplishments

Sr Agent rank

Skills Used

Extensive training in equipment and programs such as:

FTTN & FTTP Video-ready access device's (VRAD), Serving Area Interface (SAI), Aerial & ground serving

terminal's, Network Interface Device's (NID), Residential Gateway's (RG), Internet Protocol Digital Subscriber

Line Access Multiplexer (IPDSLAM), Very-high-bit-rate digital subscriber line (VDSL), Fiber Cables. Drop

wire's, Twisted pair and Coax home run cable's, JDSU Meter's, Light Speed Broadband Tool (LSBBT) testing,

Customer Relationship Management (CRM) program.

Verizon Wireless Tech Support Agent

WDS Global/Xerox - Wichita Falls, TX - June 2012 to August 2013

Training:

Trained in Verizon Wireless Tier 1 and Tier 2 Customer Support and Tech Support.

Tier 1 consists of any billing issue a customer may have including account types and monthly billing questions.

Tier 2 consists of any technical issue a customer may have with any wireless device's.

Responsibilities:

Take calls from Verizon Wireless customers having issues with Cellular devices including: Cellular Phones,

Mobile Hotspot/WiFi devices, Cellular Network Extenders and Cellular Home Phone Systems.

Use of Mobile Telephone Activation System (MTAS) to ensure proper sync between cell towers and the billing

system so the devices sync properly.

File Network Repair Bureau (NRB) tickets to send field techs out to determine network problems.

Send replacement devices and accessories for warranty replacements.

Process equipment upgrades.

Handle billing and account questions.

Ensure the customer was happy at the close of each call.

Group Leader/Loader

Staff Management at PPG - Wichita Falls, TX - February 2007 to January 2009

When Staff Management took over at PPG I was a group leader in the Tempering department. Responsible

for overseeing worker placement to ensure that the Tempering line production does not slow down. also

responsible for packing glass onto containers, moving product with a forklift, and helping other workers where

needed.

In 2008 I moved to the Shipping department as a loader. Responsible for using overhead cranes and Forklifts

to move packs of glass onto trucks and prepare for transport.

Group Leader

Dividend Staffing at PPG - Wichita Falls, TX - February 2006 to February 2007

When I started at PPG, I was a Packer responsible for moving glass from the Tempering line to a pack/skid and

keeping accurate count. I was also a forklift driver responsible for loading raw glass onto the tempering line.

I was Promoted to Group leader in the Tempering department after 6 months. Responsible for overseeing

worker placement to ensure that the Tempering line production does not slow down. Also responsible for

packing glass onto containers, moving product with a forklift, and helping other workers where needed.

Line Operator

Dividend Staffing at North American Pipe Co - Wichita Falls, TX - October 2005 to February 2006

At North American Pipe Company I was a line operator responsible for keeping a watchful eye on the extruder

to make sure PVC is constantly flowing. After the pipes are completed, I would measure for correct thickness

of the pipe using a micrometer taking notes of measurements and adjust the extruder speed accordingly to

adjust the thickness. I would then prepare the PVC pipes for shipment.

Grocery Stocker

Wal-Mart - Wichita Falls, TX - March 2005 to October 2005

At Wal-Mart I was a Stocker in the Grocery department Nightly duties include: Unloading freight off of trucks

and moving it to the sales floor, work all freight onto the shelves, Load empty pallets onto trucks using a forklift,

zone shelves to make them look full, help Stockers in other departments as needed.

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Forklift Driver

Empire Paper - Wichita Falls, TX - August 2004 to March 2005

With MyStaf I worked at Empire Paper Company as a forklift driver. Responsibilities: Drive standup forklift to

retrieve freight from the warehouse and stage specific orders on the loading dock so the loaders could load

the trucks. Also responsible for inventory control.

Picker/Loader

Tyson Foods - Vernon, TX - May 2001 to August 2004

I worked in the Shipping department at Tyson Foods. Responsibilities include: Pick orders off of a customer

order, Palletize Items, Load trucks, Fill out load sheets for items placed on trucks, Move trailers in and out of

dock doors using a Yard Mule. File weekly Inventory control reports.

Drive standup forklifts, Standard Forklift, Yard Mule & Electric Pallet Jacks. Used handheld computers to pick

orders and take inventory.

Unloader/Stocker

Wal-Mart - Wichita Falls, TX - November 1999 to May 2001

Daily duties include: Unload Trucks and palatalize items according to department, haul merchandise out to

sales floor using a manual pallet jack, Inventory checks on back storeroom, stock shelves on sales floor.

Transfer merchandise to grocery side using a forklift.

EDUCATION

High School Diploma

Hirschi High School - Wichita Falls, TX

1991 to 1995

SKILLS

Skilled in Customer Service, Windows OS Computers, communications equipment, 10 years experience on

forklifts and inventory control. I am also skilled at hooking up electronic systems such as car stereo and home

theater systems.