Customer Service Quality Assurance

pAMELA wILLIAMS **** Roper Mountain Road Apt ***, Greenville, SC

864-***-**** (Cell) abmku2@r.postjobfree.com

Summary:

Electronics Engineer with 5 + years of practical experience in the

Electronic Technology, Security Systems, Surveillance, and Computer

Technology fields who utilizes clear communication, acute trouble-shooting

skills, and exceptional critical thinking skills for complex technical

problem resolution.

Education:

Master of Science of Business Management

ITT-Technical Institute, Greenville, SC: 2007-2010

M.S.B.A expected June 2009

Minor: Organization Behavior

Summa cum Laude Graduate: 3.2 GPA

Bachelor of Science of Electronic & Communication Engineering

Technology

ITT-Technical Institute, Greenville, SC: 2004-2006

B.S.E.C.E.T. obtained March 2006

Minor: Communications

Summa cum Laude Graduate: 3.48 GPA

Associate of Applied Science of Computer & Electronic

Engineering Technology

ITT-Technical Institute, Greenville, SC: 2001-2003

A.S.C.E.E.T. obtained March 2003

Minor: Computer Technology

Summa cum Laude Graduate: 3.68 GPA

Certificates:

. 2064 NG Europlex Systems Certificate: October 2006 (100%

Exam Score)

. Vista 128 BP Ademco Systems Certificate: October 2006

(100% Exam Score)

. System Galaxy Access Control & Security Management

Certificate: March 2007

. GSM Honeywell Radio Communication Certificate: June 2007

. Honeywell Compass & Trouble-shooting Certificate: June

2007

. Honeywell Burglar & Fire Alarm Basics Certificate: June

2007

. Clearances: Interim Secret Clearance obtained June 2007

Memberships &

Achievements:

1. National Vocational Technical Honor Society Membership

(NVTHS) 2002-2006

1. Who's Who among Students in American Junior Colleges 2002-

2003

1. Who's Who among Students in American Junior Colleges 2004-

2006

1. National Dean's List Recipient 2004-2006

Technical Knowledge:

DC circuit analysis with multi-meter Operational amplifiers (Op Amps)

Schematic Diagrams & Interpretation Transistors & Voltage Regulators

AC Electronics & solid state devices Power Supplies & Oscilloscopes

Resistor / capacitor value code Logic Gates and Binary Counters

determination

AM/FM transmitters/receivers, Electronic Schematic Software: Linux

telephone, RF, Analog, and satellite (Redhat), Multi-simm, Comm-simm,

communications Lonnel, etc.

A/C residential wiring Fiber optics cable (single/multi mode)

AC/DC circuitry assembly and Computer Programming Skills

troubleshooting

Spectrum analyzer, function generator, Testing and writing of cellular

cable tester, tone and probe sets station with 3 microprocessors per

unit

Work Experience:

2008-Present

Verizon Wireless, Greenville, SC

Technical Support Coordinator 1

1. Provide exceptional customer service and technical support for

internal and external voice and data product customers. Troubleshoot

hardware and software issues and identify network/applications

issues. Provide detailed information on how to set up/configure data

and voice products. Verify provisioning and diagnose device or Network

issues. Troubles shoot for PC Operating systems, specifically Device

Manager and TCP/IP configuration. Use various administrative

department tools and on-line resources for customer resolution. Use

trouble ticket system for tracking customer interactions and problem

resolution. Evaluate customers concerns and resolve problems to

customer satisfaction. Demonstrates and practices regularly the

skills necessary to handle any CS and/or Technical Support call type

that is routed through the center in this function. Follows up with

customer to ensure first call resolution and achieve and deliver 100%

customer satisfaction.

2006-2008

Alutiiq Security & Technology, LLC, Hanahan, SC

Electronics Tech Maintenance (Rank 2) - Army National Guard

Bureau Contract

1. Lead Programming Technician on 6 member installation team for

Camp Fretterd Maryland Joint Forces Headquarters (JFHQ) Assets

Project. Project consist of System Galaxy Access Control and

System Management hardware/software implementation, card reader

& door strike installation, fiber cabinet construction, as-build

schematic interpretation/modification, and 600i Loop System

Galaxy programming for designated government camp facilities.

2. Participate regularly in technical conference calls with System

Galaxy Engineers and Programmers for executing step-by-step

methodology for product registration, creating flow-charts, and

scripting programs using Galaxy software. Process deliverable

are discussed and reported to additional Alutiiq personnel and

team members (Managers, Engineers, Techs, etc.).

3. Successful completion of Electronic Security System Installation

Upgrade for 78 vaults in various Army National Guard Bureau

locations throughout Indiana using the Ademco Vista 128 Board

Panel System while adhering to Army regulations & Alutiiq

standards.

4. Performed security surveillance systems installations by

mounting devices (e.g., PIR's BMS's, Seismics, etc), bending

pipe, running/splicing/terminating cable (4/25), Cat 5/5e, Cat

6, etc), on 5 member Alutiiq team with 2 state certified

electricians.

5. Promoted from Maintenance Trade Helper to 1st rank Field

Technician for superior job performance in challenging, fast-

paced, high-stressed working environment.

Work Experience

Continued:

2005-2006

Kautex, Inc., Lavonia, GA

Production Technician

1. Performed Quality Assurance for washer bottle product by

conducting weight & quality maintenance, and enhancing washer

bottle appearance. Labeling and marking product ultimately lead

to 35% increase in line production.

2. Lead Computer Technician for all computer maintenance, trouble-

shooting, and repair issues regarding computer problems for

product.

3. Acquired working knowledge of automotive standard TSI16949 with

automotive tier1 hands-on experience.

4. Performance bonus and recognition for consistently having

exceeded all production goals & milestones on a regular basis.

2004-2005

Federal Express (Fed Ex), Greenville, SC

Swaker

1. Insured barcode accuracy and addresses while maintaining

professionalism when working in team environments and

interfacing with costumers.

2. Loaded and unloaded 50 + lbs packages from trucks and prepared

them for international shipping and delivery.

2003-2004

MCI WorldCom, Greenville, SC

Telemarketer

1. Script-based selling of company products with maintained

professionalism while working in team environments and

communicating with costumers.

2. Developed uncanny inter-personal skills and the ability to hone

in on customer needs immediately. The result was an increase in

quality products sold.

References Furnished Upon Request

Contact this candidate