ILANDERS L. PAXTON

15907 Ash Way Unit C401• Lynnwood, WA 98087

425229 1680 ilanders.paxton@gmail.com

CAREER ACCOMPLISHMENTS INCLUDE:

-Ability to learn and teach new and complex concepts quickly and accurately

-Extensive experience with project management, customer service, and maintaining customer relationships

-Works well in group environment, also in solo situations

-Identifies and understands issues, problems, and opportunities; compares data from different sources to draw conclusions; uses effective approaches for choosing a course of action or developing appropriate solutions

-Self-management and task initiative- establishes courses of action for self and others to ensure that work is completed efficiently

-Reliable ability to attend to and verify the accuracy and completeness of detailed and sensitive information

-Proficiency in entire Microsoft Office suite, Outlook, and Project Management tools

- Ability to develop solutions to a variety of complex problems referring to established precedents and policies.

-Develops and uses collaborative relationships to facilitate the accomplishment of work goals

-Flexible ability to work with internal customers to understand, integrate, and assure documentation of requirements

-Originates action to improve existing conditions and processes; uses appropriate methods to identify opportunities, implements solutions, and measure impact

-Ability to understand the big picture and the inter-relationships of all positions and activities in the organization

-Extremely comfortable acting as a prime contact on contracts or projects. Strong ability to interact with senior internal and external personnel on significant matters often requiring coordination between organizations

-Skilled in utilizing different communication materials to satisfy a variety of customer requirements and environments

 

PROFESSIONAL EXPERIENCE:

 

ATTJune 8

 

Mobility Network Support Engineer
 

Provided network engineering, operations, implementation and integration support for mobility and remote labs.  May include interconnect, interoperability and core troubleshooting in support of applications, services and device development and integration testing and certification environments. screened and resolved incoming support requests and provided troubleshooting on reported issues or requests; ranging from routine requests to complex troubleshooting efforts. Candidate may perform call flow verification and documentation, diagnostic support for fault isolation with one or more vendor provided components, interfaces or software.

responsible for supporting data fill/configuration changes in network components,  SIM and test tool provisioning, collaborating with design and development teams for isolation and resolution of issues impacting critical testing. assisted with routine maintenance, system upgrades, account maintenance and administration, testing and repair of mobility hardware and related equipment. screen and resolve incoming support requests and provide troubleshooting on reported issues or requests; ranging from routine requests to complex troubleshooting efforts.

At AT&T’s direction, the supplier will provide operational support to Mobility Lab Operations team. The Mobility Lab includes 2G, 3G, 4G, LTE Network Elements along with network switches, routers, servers, load balancers, firewalls, taps/probes, remote testing tools and RF screening

 

 

 

 

Microsoft                                                                                                                 March 2

 

Xbox Community Support Tweet Fleet Representative

 

Provided a 3rd tier level of support to customers in hardware, software, billing, Customer Service and Tech Support. Exceeded an out bound volume 1200 interactions per week. Responsible for QA of peers on interactions, and daily sync (Huddles). Responsible user and client sensitive data, with clearance to access for further inquiry and customer support. Weekly follow ups with customers to ensure customer satisfaction. Responsible for escalations ranging from user issues to back end or problems residing on our clients end.

 

 

 

 

 

Wave  Broadband                                                                                           November 2014 - Present

 

Technical Support Representative

 

Responsible for the daily provision and installation of all Wave Phone orders o Processes installation, service change, disconnect, and trouble work orders. Verifies customer address information to ensure E-911 compliance o Actively uses internal billing system as well as Cable Partner Order Management system o Monitor & manage various ticketing systems to provide timely action.  Work directly with technicians & customers on order statuses, changes, and installation issues.  Interfaces with multiple groups at external switch provider to resolve issues and successfully install Wave Digital Phone.  Escalates when necessary to address customer issues  Responsible for managing customer troubles o Generates and manages trouble tickets to 3rd party phone provider for timely resolution.  Update and support Technicians, Supervisors, Technical Managers, Dispatch and Call Center personnel  Support the Network Operations Center by taking customer calls for video, phone and data issues as required by volume

 

 

Xerox/Google Contract                                                                                 December 2013 June 2014

 

Customer Care Specialist/Supervisor

 

Troubleshooting, Technical support and customer service for products such as the Nexus 5, 7, 10 and the Chromecast. Also provided Customer support for Google Play products including Music, Movies, and Books. Provided in depth solutions to minor to advanced customer related inquiries per tools and policy. Interacted with customers to provide and processed information in response to inquiries, concerns, and requests about products and services. Stayed current with system information, changes and updates. Identify and escalate priority issues per Client specifications. Handled Supervisor Escalations, Scheduling, Payroll, On the job training, up training and coaching. Worked closely with agents to assist with their metrics. Gave weekly one on ones to ensures coaching plans had the correct effect on the agents performance.

 

 

 

GoogleOctober 2011- April 2012

Visual Data Specialist

Randstand- Six month contract position

Interprets multiple visual sources into cohesive vector-based drawing. Independent GIS software mastered and used to edit Google Maps data. Tasks required by this position include analyzing data to determine decisions based upon company policies, data entry requiring extensive and precise attention to detail, use of skills associated with project management and quality control to meet daily productivity and quality goals, and function in association with working agreements. Position also requires extensive analysis of process data to identify root cause of problems. Constant interaction with internal and external customers to develop potential preventive or corrective actions and implementation and the ability to absorb and recreate processes and new concept quickly and accurately are two heavily utilized skills. Includes networking with alternate job flows, and attention to detail in order to maintain quality and policy.

 

 

 

Office MaxJanuary 2011-June 2011

Customer Service Representative

     Position requirements include self-paced/managed work environment, ability to take initiative to achieve goals, and achieve acceptable turn-times to maintain excellent customer relationships. Also includes providing technical assistance and assisting customers in simplified computer usage. Sales, cash-handling, loss prevention, visual merchandising, constant customer service, attention to detail, and leadership are extremely important facets of this position. The ability to adjust to an ever-changing moving timeline and environment is also a facet of this position.

 

StaplesJune 2010-October 2010

Easy Tech

     Position requirements include self-paced/managed work environment, ability to take initiative to achieve goals, and achieve acceptable turn-times to maintain excellent customer relationships. Also includes running computer diagnostics and computer repair. Sales, cash-handling, loss prevention, visual merchandising, constant customer service, attention to detail, and leadership are extremely important facets of this position. The ability to adjust to an ever-changing moving timeline and environment is also a facet of this position.

 

Pawnxchange            October 2007-June 2008

Sales Associate

     This position requires the ability to multi-task on a precise level in regards to sales, loan processing, gold testing, and diamond ratings.

 

Office Depot           September 2006-July 2007

Technology Associate

     Customer service, assisting in technological inquiries including computers, printers, scanners, fax machines, and all other manners of office equipment.

 

Poggemeyer Design Group           June 2006-September 2006

Drafter

Use of Auto-CAD 2004 to complete general tasks such as Redlines, scaling, adjustments, and various other requirements in order to meet contract requirements. Ability to function efficiently in constantly moving timeline situation, while maintaining customer satisfaction and meeting customer agreement standards.

 

United States Air Force                  October 2004-June 2006

Airman Basic

Special Vehicle Maintenance

Job requires inspection and troubleshooting, repairing fleet of Special Vehicles in order to maintain effectiveness of direct support fleet of USAF aerial missions. Elements include the repair, adjustment, overhauling or replacement of major vehicle systems (including gasoline and diesel engines), electrical systems, drive-train components, steering, brakes, suspension and hydraulics, and air system knowledge, while utilizing skills and proficiencies in the use of pneumatic tooling systems. Also includes the precise ability to systematically analyze malfunctions by visual and auditory examination or through the use of test equipment. Position entails extensive knowledge of engineering practices, and heavily relies on ability to multi-task on a most precise level, maintain

 

Government and Military compliance standards, work on highly sensitive programs dealing with proprietary and highly sensitive information, and function as part of a team.             

 

EDUCATION:

Everest University
Computer Science, 4.0 GPA
October 2013-Present

 

Shoreline Community College 

Associate of Arts, General Studies and Arts and Graphic Design, 3.7 GPA                                                     

September 2003-June 2004

 

United States Air Force

Basic Military Training, Lackland, TX

October 2004-June 2006

 

Inglemoor High School

Diploma, 3.8 GPA                                                                 

September 1999-June 2002