Customer Service Technical Support

Thomas Ward

Email: ad6v8s@r.postjobfree.com

Phone: 805-***-****

Objective: Customer Service Manager/IT

Qualifications: Contact Center/Customer Service

Over 35 years experience in the telecommunications industry, a majority of which have been spent in a contact center as a mentor, lead, supervisor and ultimately Customer Service Manager in the technical support platform . Strong communication, analytical, and problem solving techniques. Ability to supervise, counsel, discipline, coach, and train . Understands contact center objectives, reports, and metrics. Realizes the importance of following emerging trends, and how to incorporate them into the workplace. Proven track record of professionalism and integrity. Requires minimal supervision, and understands the need to follow the company’s mission statement for desired growth and development.

Professional Experience:

Mid 2018 – June 2024 Gsolutionz, Ventura CA

Customer Service Manager

Customer escalation resolution

Created culture focused on world class, 1 touch service delivery, in a live answer call center environment

Achieved 95+% customer satisfaction, consistently, for base of 3500+ clients

Managed a group of technicians supporting new communications platforms (UCaaS and its variety of communication functions)

Mid 2014 – Mid 2018 Gsolutionz, Ventura CA

Tier One Technical Support Lead/Supervisor

Mentor/supervise Tier One Technical Support representatives

Manage customer escalations received from both One Call teammates and management staff to their resolution

Meet and exceed the Gsolutionz KPI objectives

Interview prospective Tier One candidates

Train new Tier One employees

Maintain a high level of professionalism and integrity, and represent the Gsolutionz vision/mission

2012 – Mid 2014 Gsolutionz, Ventura CA

Tier One Technical Support Representative

Take incoming calls, emails, customer CHATS related to customer service requests and create/schedule cases accordingly

Place provider service requests and follow up through their resolution

One touch case resolution for customer Move,/Add/Changes service requests

Maintain a high level of professionalism and integrity

Meet the Gsolutionz standards and objectives for customer service requests (KPI)

1986-2009 Verizon Inc, Thousand Oaks, CA

Analyst Installation & Maintenance 2005-2009

Support and update all DNS (domain name Servers) for T-1 and webhosting customers, such as updating or creating name servers, A records, MX (Mail Exchange) records, Reverse DNS, and CNAME records.

Providing Layer 2/3 support and technical assistance for T-1 customers on various backbones (Verizon Internet Services, Level 3 and Qwest Communications)

Working closely with Network Operations Centers for T-1 customers to determine/solve outages, customer issues, access Stat View statistics and IP/BGP requests.

Configuring and troubleshooting various email clients such as Microsoft Outlook (2000, 2002, and 2003), Outlook Express, MAC MAIL, and Entourage.

Core member involved in the migration of Verizon web-hosting customers to a separate internal group while replacing multiple vendors with a single vendor which included all existing customer data of web content, e-commerce stores, domain name services, email mail services, and all existing customer service information containing billing and account information.

Specialist Installation & Maintenance 2002-2004

Provided installation, maintenance, desktop, router, and software technical support to Verizon Business DSL customers.

Worked with broadband, frame relay, ATM, ISDN, and LAN/WAN networking technologies.

Team leader and mentor to internal employees for the above mentioned responsibilities.

Supervisor for 22 Verizon DSL representatives during the integration/migration of the DSL center to a new center within Verizon.

Quality Control Assurance 1994-2001

Responsible for assisting in the mailing of over 10 million customer bills monthly.

Ensure all mail met the requirements of the United States Postal Service.

Oversee the bill mailing and insert requirements for Verizon Americast.

Dealt with user groups to resolve print and delivery issues, vendors to resolve hardware problems and facility issues.

Met rigid specifications and precise standards on bulk mail and packages.

Involved in the scheduling and technical requirements for new mailing machine applications and updates to hardware and network resources to ensure minimal user impact.

Customer Relations Representative 1986-1994

Responsible for responding both verbally and written to customer billing issues filed with Verizon Executive Offices.

Answered customer complaints filed with the California Public Utilities Commission (CPUC).

Represented Verizon as an expert billing witness in formal court hearings with the CPUC.

Supervisor in the Customer Relations department of the Customer Billing Center.

Education:

Bachelor of Arts/Mass Communication St. Bonaventure University 5/1/1984

Contact this candidate