Edward Abilama
Network Engineer at Federal IT Consulting (FEDITC)- Claim this Profile
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Topline Score
Bio
Nicole Cantwell
I have with Eddie and I have seen his continuous growth as he's moved up in different positions. He is a hard worker, with dedication, passion and perseverance. I would hire him again if given the opportunity.
Mike Holmes
Edward has a unique ability to connect with people. In the call center environment, I have been witness to Edward be the catalyst for a caller who was hostile from the time the call was connected to become a pleasant and grateful customer when he finished the call. Personally, I have never seen another person who had such a talent for interacting with people on the phone or in person. I would image that Edward would excel in any position where interaction with other people was a key component.
Nicole Cantwell
I have with Eddie and I have seen his continuous growth as he's moved up in different positions. He is a hard worker, with dedication, passion and perseverance. I would hire him again if given the opportunity.
Mike Holmes
Edward has a unique ability to connect with people. In the call center environment, I have been witness to Edward be the catalyst for a caller who was hostile from the time the call was connected to become a pleasant and grateful customer when he finished the call. Personally, I have never seen another person who had such a talent for interacting with people on the phone or in person. I would image that Edward would excel in any position where interaction with other people was a key component.
Nicole Cantwell
I have with Eddie and I have seen his continuous growth as he's moved up in different positions. He is a hard worker, with dedication, passion and perseverance. I would hire him again if given the opportunity.
Mike Holmes
Edward has a unique ability to connect with people. In the call center environment, I have been witness to Edward be the catalyst for a caller who was hostile from the time the call was connected to become a pleasant and grateful customer when he finished the call. Personally, I have never seen another person who had such a talent for interacting with people on the phone or in person. I would image that Edward would excel in any position where interaction with other people was a key component.
Nicole Cantwell
I have with Eddie and I have seen his continuous growth as he's moved up in different positions. He is a hard worker, with dedication, passion and perseverance. I would hire him again if given the opportunity.
Mike Holmes
Edward has a unique ability to connect with people. In the call center environment, I have been witness to Edward be the catalyst for a caller who was hostile from the time the call was connected to become a pleasant and grateful customer when he finished the call. Personally, I have never seen another person who had such a talent for interacting with people on the phone or in person. I would image that Edward would excel in any position where interaction with other people was a key component.
Credentials
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Windows 10: Administration
LinkedInOct, 2020- Nov, 2024 -
MCSE: Productivity
MicrosoftSep, 2016- Nov, 2024 -
MCPS: Microsoft Certified Professional
MicrosoftJun, 2016- Nov, 2024 -
MCSA: Windows Server 2012
MicrosoftJun, 2016- Nov, 2024 -
MS: Server Virtualization with Windows Server Hyper-V and System Center
MicrosoftJun, 2016- Nov, 2024 -
MCSE: Messaging
MicrosoftJul, 2016- Nov, 2024
Experience
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FEDITC - Federal IT Consulting
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United States
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Government Relations Services
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100 - 200 Employee
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Network Engineer
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Sep 2020 - Present
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Inserso Corporation
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United States
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IT Services and IT Consulting
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200 - 300 Employee
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DREN Systems Adminidtrstor
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Apr 2019 - Sep 2020
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BookIt.com
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United States
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Travel Arrangements
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100 - 200 Employee
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Windows Systems Administrator
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Nov 2013 - Jun 2018
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Apple
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United States
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Computers and Electronics Manufacturing
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700 & Above Employee
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Tech Support
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Jan 2013 - Oct 2013
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Clearwire
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United States
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Technology, Information and Internet
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400 - 500 Employee
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Technical Care Supervisor
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Apr 2007 - Jan 2013
Manage a team of 15-40 tech support agents dedicated to resolving any challenge (technical and customer service), motivating and developing staff through performance metric monitoring while maintaining excellent standing through constant coaching. Handle escalated technical, non-technical issues. Curriculum Developer/Trainer for Web Chat and Tier 2 where responsibilities include: course development, lecture preparation, practical application exercises. Set up Universal, Tier 2, and Web Chat lines of businesses with tasks involving revamping Tier 2 training from scratch, managing Tier 2 groups. In charge of locating 3rd party support for Truck Rolls, advanced troubleshooting, authoring access policies and all chat processes. Launch service centers national and international, and prepare, implement, evaluate training material (Penn Yann, New York; Rockford, Illinois; Farmington Hills, Michigan; Mississauga, Canada; Makati, Pampanga and Cainta, Philippines). Plan, direct, carry out designated projects from concept to completion including monitoring, analyzing calls and call patterns. Assist in training, interviews, hiring call center applicants from agent to manager positions. Other duties involve scheduling, queue monitoring, expand customer base through a variety of sales techniques, track call traffic of employees and identify areas for improvement through tools such as NICE, CMS and WITNESS.
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Nextel Partners
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Telecommunications
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100 - 200 Employee
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Data Support
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Jul 2003 - Apr 2007
Research, troubleshoot, resolve high level customer escalations concerning data and network services via telephone communications with end-users. Blackberry Enterprise Server Administrator, setting users up with their BES (Blackberry Enterprise Server) email and data troubleshooting as well and actual BES software maintenance and troubleshooting. Representative for data support in Process Committee where policies are created, reviewed, approved for the company. Involvement in numerous company related projects: Acting Senior, Senior and Team Manager Summits, test new products and update troubleshooting documents, develop and publish self-help instructions for Blackberry users. Proactively reach out to customers who have requested to cancel data services to minimize revenue loss. Train new hires and regular tech agents, assist in help chat. Work with different vendors to align services.
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Education
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2001 - 2002
Gulf Coast State College
Information Technology -
1998 - 2001
AC Mosley High school
Diploma, Required
Community
