Telecommunications Infrastructure Technician

____________________SUMMARY____________________
Telecommunications Infrastructure Technician, offering over 19 years of experien
ce in the telecommunications industry. Strengths include organizational skills,
written and oral communications, troubleshooting, reputation of excellent custo
mer service.
____________________EXPERIENCE____________________
2008 to Present - Telecommunications Infrastructure Technician
Quad/Graphics, West Allis, WI
Maintained and provided troubleshooting and technical support on the Nortel PBX.
Administered and supported the cabling infrastructure at this facility. Respo
nsible for moves, adds and changes of users phones. Assist in the support of de
sktop PC's.
* Continue to provide superior customer service, by focusing on the customer nee
ds. Consistent customer follow up to confirm customer satisfaction.
2005 to 2008 - Telecommunications Analyst
Quad/Graphics, Sussex, WI
Develop and maintain the corporate Symposium call centers. Plan and administer t
he OTM and Strata Tel call accounting systems. Plan and administer the Aimworx
call accounting system. Assist Corporate Reception to develop ways to increase
customer service.
* Provide quality customer service along with cutting cost to the Company. This
is achieved by maintaining a constant eye on call accounting which cuts down on
phone abuse. Developing call center applications that provide a quality custom
er experience along with reducing time waiting for assistance.
2000 to 2004 - Telecommunications Analyst
Quad/Graphics, Sussex, WI
Develop and maintain the corporate NEC call centers along with providing support
for the QueworX IVR. Plan and administer NEC Aimworx call accounting system.
Assist Corporate Reception to develop ways to increase customer service.
* Provide quality customer service along with cutting cost to the Company. This
is achieved by maintaining a constant eye on call accounting which cuts down on
phone abuse. Developing call center applications that provide a quality custom
er experience along with reducing time waiting for assistance.
1998 to 2000 - Telecommunications Coordinator
Quad/Graphics, Pewaukee, WI
Supervised all telecommunications technical support operations for three corpora
te facilities. Coordinated the design and costs associated with installation of
the telecommunications infrastructure.
* Provided ongoing growth and upgrades to the infrastructure at these facilities
.
1994 to 1998 - Telecommunications Technician
Quad/Graphics, Pewaukee, WI
Maintained and provided troubleshooting and technical support on the NEC PBX. A
dministered and supported the cabling infrastructure at this facility. Responsi
ble for moves, adds and changes of personal computers and printers. Installed, m
aintained and provided technical support on the phone system located at home of
the company president.
* Provided superior customer service to the employees of this facility. This wa
s accomplished by listening to customer needs along with follow-up to ensure cus
tomer satisfaction.
1991 to 1994 - Telecommunications Cable Technician
Quad/Graphics, Pewaukee, WI
Responsible for the installation and termination of voice and data cable.
* List a significant achievement in this position, providing quantifiable examp
les of how your work has benefited the company.
____________________EDUCATION____________________
1993 - Associate, Electronics-Telecommunications
Waukesha County Technical College, Waukesha, WI
____________________TRAINING____________________
Advanced technical certificate
Waukesha County Technical College, Waukesha, WI
1996 to 1997
Nortel Web Client Training
Global Knowledge, Dallas, TX
2005 to 2005
Nortel Symposium Scripting
Global Knowledge, Dallas, TX
2005 to 2005
Holly IVR
Administrative system support training on the Holly IVR platform.
Holly Connects, Boston, MA
2009 to 2009