Experience

Market Traders Institute

• United States
• Financial Services
• 1 - 100 Employee

• Product Support Specialist

  • Sep 2019 - Present



Sprint

• United States
• Telecommunications
• 700 & Above Employee

• CPM "Customer Problem Management" Tier 1

  • Feb 2017 - Sep 2019

  • Responsible for troubleshooting and resolving customer issues, including identifying user errors, unit issues, RF abnormalities and network related problems. Responsible for maintaining the troubleshooting process for customers (internal and external) reported issues. • Performs 1st line diagnostics on subscriber network trouble tickets • Troubleshooting and resolution of customer problems, including identifying user errors, unit issues, and network related problems. • Resolves subscriber network troubles using trouble management software tools. • Performs first-line diagnostics on subscriber network trouble tickets. Updates trouble ticket status throughout the trouble resolution process • Acts as a liaison between Engineering, Operations, Sales, Marketing, Customer Care, Corporate Engineering and our customers. Coordinates Technical Support Field Engineers customer visits and field testing activities.



CenturyLink Business

• United States
• Telecommunications
• 700 & Above Employee

• Tier 2 Technician

  • Feb 2016 - Sep 2019

  • Works with customers to identify service-related needs and offers the most appropriate solutions providing world-class customer service. • Diagnoses and resolves basic network and modem functionality issues. • Walks customers through common hardware and software configurations to maximize service functionality. • Provides solutions for customer repair problems or formulates trouble reports. • Interfaces with customers over the phone providing status updates and ensuring service has been restored. • Schedules a technician dispatch for on-site service calls when necessary. • Escalates appropriate technical issues to Tier 2 Technical support when needed.



AT&T

• United States
• Telecommunications
• 700 & Above Employee

• Tier 1

  • May 2009 - May 2010

  Signing up new wireless accounts Handling Billing and Account issues Troubleshooting wireless 3G, and technical problems Selling new phones and accessories Verify issue resolution on the customer’s behalf Verify with the customer that the issue has been resolved and update the ticketing system Communicate plan, progress, and issues in a timely manner Actively contribute to ongoing process improvement Performs other duties or special projects as assigned Signing up new wireless accounts Handling Billing and Account issues Troubleshooting wireless 3G, and technical problems Selling new phones and accessories Verify issue resolution on the customer’s behalf Verify with the customer that the issue has been resolved and update the ticketing system Communicate plan, progress, and issues in a timely manner Actively contribute to ongoing process improvement Performs other duties or special projects as assigned