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Skills

  • Customer service
  • Team management
  • Network performance evaluation
  • Incident reporting for future prevention
  • Regulatory compliance in telecommunications
  • Relationship development
  • Organization
  • Regulatory compliance
  • Enhancing data transmission speeds
  • Incident report generation and analysis

Work Experiences

  • Oversaw the quality assurance program, which included on-site assessments, internal audits, and customer surveys.
  • Looked into network and data communications hardware and software and made recommendations.
  • Achieved a 68% decrease in average call handling time.
  • Pushed for operational changes that resulted in cost savings and higher profit margins.
  • Adopted cloud-based solutions.
  • Conducted site surveys for new installations, ensuring adherence to client specifications and safety protocols, which helped minimize rework by 17%.
  • Calibrated telecommunications equipment.
  • Delivered technical support to customers.
  • Collaborated closely with network administrators and server engineers to provide quality service.
  • Avoided interference issues.

Summaries

  • Certified in OSHA, ensuring adherence to national telecommunications standards while providing high-quality service installation and maintenance across all sectors.
  • Boosted overall project efficiency by 73%.
  • Achieved a first-call resolution rate of 62%.
  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.
  • Expert in setting up and troubleshooting equipment.
  • Achieved a 32% reduction in team safety incidents by training junior techs in electrical and telecom safety standards, fostering a secure work environment.
  • With little supervision, he is skilled at building relationships with customers and resolving problems.
  • Achieved 24% compliance with SLAs.
  • Contributed to a 32% growth in upsells.
  • Excellent track record of resolving issues, increasing customer satisfaction, and driving overall operational improvements.

Accomplishments

  • Acted as the main liaison between technical teams and clients, successfully meeting client specifications for Power BI installation with zero deviation.
  • Resolved product issue through consumer testing.
  • Achieved first-call resolution on 25% of service issues during three years, enhancing customer satisfaction and decreasing support workload.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Assisted with the successful rollout of Salesforce, ensuring on-time delivery and a 82% improvement in end-user satisfaction ratings.
  • Developed and introduced a service outage prevention plan that minimized disruptions to less than 7 hours per month, improving customer experience.
  • Drove increased efficiency by implementing a preventive maintenance program, elevating system uptime by 30% in 18 months.
  • Collaborated with sales team to recommend service upgrades, driving a 71% increase in customer upsells in 18 months.
  • Documented and resolved framework which led to standard.
  • Collaborated with the engineering team to design more efficient wireless networks, resulting in 39% better coverage and signal strength in Phoenix.

Affiliations

  • IEEE Communications Society (IEEE ComSoc)
  • Telecommunications Safety Association (TSA)
  • Rotary International
  • Emergency Telecommunications Cluster (ETC)
  • Freemason
  • Lions Club
  • Society of Human Resource Management
  • Communications Workers of America (CWA)
  • Fiber Broadband Association (FBA)
  • Association for Computing Machinery

Certifications

  • Certified Cell Site Technician (CST) 2016
  • Cisco Certified Internetwork Expert (CCIE)
  • CompTIA A+ Technician
  • Telecom Management Certification process
  • 5G Mobile Networks Specialist Certification Harbor & Co.
  • Certified Radio Frequency Specialist (CRFS) Certification
  • Nokia Optical Network Certification Program (ONC Operator)
  • Apple Certified Associate (ACA)
  • Google Certified Professional Cloud Architect
  • Certified Technologist in Audio Visual and Telecommunications (CT-AVT)

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