OBJECTIVE:

EXPERIENCE:

4/2001 - 2/2016

Industry: Telecommunications Services

DSL Provisioner / DNS Coordinator

· Provisioner: Change and correct information for DSL orders, as well as, disconnecting DSL customers which includes; ripping the customers' configurations from the router and closing the orders to stop them from being billed.· DNS Coordinator: Answer incoming calls from customers requiring routing changes or setting up new service for their Domains, while providing customer service and informing customers of possible upgrades, as well as, transferring calls to the correct departments.. Tier 2 Technical Support:  Incoming and outgoing calls in a call center, trouble shooting dsl connections, email issues, setting up email clients, educating customers with resolutions to their PC or MAC issues, basic browser settings, configuring dsl modems and routers, assisting with wireless setup and settings, coordinating workload for distribution, teaching peers techniques to improve productivity while meeting team and company expectations.

1/2000 - 3/2001

Network Technician/Customer Support Representative

· Technician: Assist Internet Service Providers in troubleshooting DSL lines that had previously been installed and had service interrupted. Utilized metallic line tests to determine errors in configurations and physical problems affecting the End Users service. · Representative: Handle high volume inbound/outbound calls from Internet Service Providers on both pre-installation and post-installation orders, provide order status, create and close trouble tickets once resolved, as well as update the ISP’s with the resolution within a timely manner, and apply knowledge in human relations to develop and maintain a strong and pleasant working relationship with customers.

2/1997 - 4/1999

Cust. Serv. Rep./Customer Service Supervisor

· Representative: Activate new accounts, program pagers, trouble shoot for technical problems, take payments and resolve billing errors, answer high volume calls from resellers, invoiced resellers on pagers purchased, and developed and managed mail out program.· Supervisor: Oversee four employees at retail store front, assist with coaching, training, and disciplinary action of employees, count cash and perform daily deposit, record and maintain current inventory levels, process paperwork and daily/weekly numbers, and assisted irate customers with a request for supervisor assistance.

2/1996 - 2/1997

Collection Analyst on assignment thru Finance Supp

· Collect on student credit card accounts within 60 days of delinquency, handle high volume of incoming calls, offered payment arrangements to resolve entire delinquency.

11/1989 - 10/1994

Collection Analyst

· Collect on front-end (0-65 days past due) accounts, utilize auto dialer system with a 40% contact rate, review approximately 250 accounts a day, assist mid-stage (65-90 days past due) resolve delinquency, chosen to assist new hires with follow-up training on the floor, observed the reps work to verify their skills, and chosen for a special project to resolve salvage accounts with same day billing.

EDUCATION:

8/1990 - 5/1992

Some College Coursework Completed

6/1989

High School or equivalent

SKILLS:

Skill Name

Skill Level

REFERENCES:

Reference Name:

Reference Company:

Reference Title:

Phone:

Type:

Reference Name:

Reference Company:

Reference Title:

Phone:

Type:

Reference Name:

Reference Company:

Reference Title:

Phone:

Type:

Reference Name:

Reference Company:

Reference Title:

Phone:

Type: