John Wesley Wright Sr. 

2204 Boulder Forest Drive

Ellenwood, Georgia 30294

Mobile 678-472-1133

 

 

                                                                     Objective

 

To work in a professional atmosphere where I can excel with my customer service and technical skills.

 

                                                             Work Experience

 

February 2015- Present Cricket Wireless I.T. Headquarters

Atlanta, Georgia

I.T. Network Operation Center.

  Handle and investigated I.T. tickets that varied from billing system, porting, mms, sms, voicemail, hung VLR, HLR (common problem), GGSN, MMSC, 4G LTE, also investigated tickets where stated that the customer does not get service in their home area need to call the ROC and see if any issues are going on with the signal and if not have a drive tester deployed to that area.

Also investigated and resolved where the customer paid the bill and their account did not activate. You have to check out where the payment went and why it might have been held up to stop the activation.

 

 

 

March 2008 - November 2014 Cbeyond /Birch Corporation

Atlanta, Georgia

Offline Lead Specialist Operations and Technology Services ( OATS ) .

Work, and respond to trouble tickets, and service request in the Mobile-Customer Care, Mobile- Specialist, and Mobile-Tech Support, Tier I Tech Support Escalations ticket queues.

Effectively communicate with customers, and follow correct Run Book Process to resolve all customer issues.

Handle Tickets of port outs and mobile disconnects making sure that all activities are completed as well checking status of port outs i.e. resolution required to send back to new provider Handle escalation from customer that inquire about delays in services and feature.

Handle Customer Care Service request in reference of LNP port in MACAD , assistance with helping customers either via CBOL (Cbeyond on Line) or over the phone with voicemail landline, DNS Domain Name Server, Hosted Microsoft Exchange e-mail from basic to complete, call forwarding via CBOL and advise customer of how to use the CBOL online tools for the features.  Assist customers Inquire of how to transfer domain via manage srs tool as well update renewal date via open srs tool.

Handle escalation for tech support when all services are down ( ASD ), when customers call in and the account can’t be authinacated and assist resolve customer on how the account can be verified  

Assist in activation of mobile devices with new and existing customer and make sure that devices is working according to customer needs.

Follow up with customers within appropriate service level agreement (SLA).

 

{Mobile Support/Technical Specialist} 2008- 2014

 

Take inbound calls from Cbeyond customer in reference of mobile issues with smart phones PDA's to flip phone devices for activations, also port in new customer numbers from pervious carriers and pre program devices and advised of expected due date and time of activation {DDT}. Due date Time.

 

Go over billing concerns with Cbeyond customers and advised of pro-rated charges and advance charges on bill as well go over features with customer as well of services that comes with mobile devices.

 

Troubleshoot Mobile Devices and LTC with the customer if unable to activate devices and make sure e-mail for mobile devices are configured correctly with the BES {Blackberry Enterprise Server} and do test e-mail with customer and advised of expected time of e-mail delivery to PDA.

 

Do mobile replacements order replacement with customer if devices are not working correctly i.e. 30 day that are within 30 days of new service for any issues with device or LTC and Inside Warranty for mobile devices or LTC when device software has failed after troubleshooting, Flash Mode, Internal Microphone/Earpiece, Internal Antenna issues within 12 months of having device

 

 

NON Warranty if Mobile device or LTC do not match above warranty issues and customer is billed for mobile device at full retail cost or refurbish cost.

 

 

 

 

3/2007 - 12-2007 Sprint Nextel

(Columbia MD) Norcross, Georgia

Tier II IT Provision Representative

Receive Inbound calls From CSR Tier I Representative about Network Issues I.E MMS, non-MMS and

Voice Issues from customer, get vital information to resolve the problem in a timely manner and resolve

Provision Issues when customer are unable to make or receive calls or DC( Direct Connect) PTT or Data/Circuit Packets

 

System used:

Ensemble

Call Tracker

NETI; Data System (Network Element Transaction Interface)

Sprint Nextel Customer Service Tool Kit (CSTK) Update MMS, 2way Sms System

 

Boost Customer Service Tool Kit (CSTK-2)

Update MMS, 2way SMS System

Provision Analyst Provision Ticket System (Switch Control)

Update Network System

Upload Correct Network Data for Voice Interface you use Wireless phones

Outage Board to oversee and Monitor network Tickets and outages in the United States for Sprint Nextel & Boost Systems

Web Hosting on Outage escalation Issues Bridge calls with Level 3 Engineers and inner company part of interest on outage issues and set eta of resolution time frame advises customer care upper management of issues Via field Engineers teleconferences

 

3/2005 - 3/2007 Cingular Wireless - Atlanta, Georgia

Escalation Billing Account Manager Tier I

Receive Escalation Inbound calls from Cingular Wireless Customers and Bellsouth Customer about wireless accounts i.e. billing issues to combine billings methods when customer services representative are unable to assist customers.

Trouble-shoot wireless phones issues when calls can't be made or received, as well check the status of wireless phones that are shipped to customer and do migrations of all AT&T Wireless customer to Cingular Network.

Follow up calls to customer with resolution of the combine billing inquiry or technical issues or trouble tickets on wireless accounts as well do reships or send customers orders out within 24 hours when there are problems with shipments

 

Worked of the following Applications of Cingular Wireless for billing or Technical assistance.

1: Clarify Network

2: Care Network

3: Telegence Network

4: Compass Network

5: Octiva Network

6: AT&T-Cingular Migration Network

7: Snooper Network application to update or trouble-shoot the internal wireless phone system

 

 

5/2003 - 3/2005 Compbenefits Insurance Corporation - Alpharetta, Georgia

Customer Services Representative

Receive Inbound Calls from dental providers and members and advise them of dental plans and explain to providers of eligibility and frequency of plans from DHMO, PPO/In-Out of network or UCR, IND plans

Perform claim inquiries and examined claims on all dental plans when provider or member has questions about eligibility or annual max.

Advise members or providers of HIPPA Law when verication could not be given.

AS400 Certified, perform Dental Facility Transfers for members to facility of choice used EDI (Electronic Data Interchange) System Submitted for service rendered

Verify a patients eligibility and benefits

Update Patients Coverage information

Obtain authorization for treatment Using EDI System

 

Systems Used:

AS400

EDI (Electronic Data Interchange)

 

 

 

3/2002 - 5/2003 Nova Information Systems - Atlanta, Georgia

Merchant Services Technical Support

Take in-bound calls from POS merchants and banking branches to reprogram POS terminals and perform test to make sure terminals are in proper working order.

Perform outbound follow up calls within 24 hours to merchants to see if any questions or concern about terminals

 

 

 

8/2000 - 3/2003 Powertel PCS - Atlanta, Georgia

Credit Collections Services Representative

Call and Collect on all major mobile commercial accounts that were 30-60-90 days past due or set up acceptable payment arrangements and do follow up call with clients to see if arrangements was carried out to bring account to current status also receive (FDCPA) Certified and ACA Certified.

 

A. Handle Different Billing Telecom Cycle Inquiries

B. Follow Up on all Telecom Inquiries

C. Negotiated and manage billing disputes or settle billing inquiries with major commercial accounts in reference of telecommunications mobile accounts.

 

Web Hosting on Regional Billing calls with corporate and inner company on resolution time frame

Advise customer care, upper management of issues to find resolution to bring AP/AR to respectable levels

 

2/1982 - 7/2000 Cliff Valley Communications - Atlanta, Georgia

Senior Customer Service Supervisor

Conduct Training classes for all new Employee

Conduct training procedure for company ethic codes, rules and regulation of call center.

During heavy call center periods assist with customer service calls negotiated with all outside vendor about possible new customer sales and service.

Assist all new business with upstart of business and focus to their product needs to get their business started.

 

Skills  and Awards

MS Word, MS Outlook, MS Office tools Window XP

2011- 2014 Cbeyond Ambassador

2011 Jim Markle Operational Excellence Award Cbeyond

2011-2012 Character Award Winner at Cbeyond

 

2013-2014 Cbeyond Circle of Excellence Employee of the Year Peerless Award Winner

14 Time Circle of Excellence Winner at Cbeyond Monthly Awards