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Anna Denley
309 Mountain Vista Apt 1023

Las Vegas, NV 89001

702-413-9876 /anna@gmail.com

OBJECTIVE

Seeking a position in which proven technical,

Training, assessment, communication,and managementskills

are utilized

EXPERIENCE

CLEARWIRE LAS VEGAS, NV  February 2007 –August 2011

Technical Services Representative Tier 2/3 - (Escalationsand Corporate Accounts - Call Center)

Escalations via (Case Management) Tier 2:

Handled escalation calls for technical support, billing, retention, fraud and sales departments.

·         Completed advanced troubleshooting of Clear home/mobile modems on LANS, Wi-Fi and WiMax connections.

·         Resolved RF issues on Clear home / mobile modems and scheduled/dispatched Truck Roll Technicians as need.

·         Worked using tracert,netsh tcp/winsock/arp,ipconfig all/release/renew, safe-mode with networking to resolve speed issues.

·         Assisted with wireless configuration with Clear home modem with Netgear, Belkin, and Linksys routers.

·         Setup Static IP’s with MAC configurations, also performed MAC changes when needed.

·         Provided advanced troubleshooting for Clearwire webhosting services via Hostipa.

·         Handled Care and resolved technical issues for our MVNO 3g customers.

·         Subscribe/Unsubscribed MVNO 3g accounts and also swapped ESN/MAC numbers in MVNO as needed.

·         Configured 4g Infomark and Sierra 4g/3g Clear Spot mobile modems for Wi-Fi.

·         Tested new beta equipment for WiMax 4G Network RF and Connectivity. Configured and resolved email issues with Outlook.

·         Executed advanced troubleshooting for ClearVOIP (voice over internet protocol)and fax customers.

·         Solved local number portability (LNP) issues for porting numbersvia Synchronoss Security LNP Manager. 

·         Initiated sales and setup new orders for VOIP, Home/Mobile Internet and Direct TV.

·         Trained new hires on tool navigation, troubleshooting RF, First Call Resolution on all Clear products and services.

• Completed Win back Customer Projects that successfully created a 6% increase

·         Settled advanced billing escalations such as credit/refunds disputes, bill date change request.

·         Saved accounts that were escalated for cancelations and processed account hibernations as needed.

• Coordinator of Annual Birthday acknowledgments for Technical Support Dept. 2007-Present
• Coordinator of Quarterly Blood Drive for Technical Support Dept. 2008-Present
• Editor andGraphic Designer of Technical Support Monthly Newsletter using Abode CS4 and CS5.
• Led and coordinated Spring Valley Reserves Community Volunteer Event for Clearwire CARE LVCC 2008
• Expanded employee morale on The Sprit Team for The Technical Support Department 2007-2011

Corporate Accounts Specialist (Tier 3):Dec. 2010 - Present

• Head Trainer via Web Chat for Clear Corporate Account Specialist Trainees in the Philippines / Pass Rate 100%.
• Created and implemented layouts of Empower Work Processes for Corporate Accounts Department
• Converted Clear residential account to Clear Corporate Accounts.
• Dissolved Trouble Tickets for all issues on Corporate Accounts.
• Finished outbound phone calls, accounttransfers, modem exchanges, upgrades, and new services/products.
• Handled Corporate Account Escalation Calls, billing disputes and cancellations on all Clear/Ring Central Services.
• DelegatedInstall/Uninstalls of ODU’s (Clear Outdoor Unit) modems scheduling/dispatch via Endeavor Manager.

ROBERT HALF TECHNOLGY LAS VEGAS, NVJuly 2006 – January 2007
Technical Services Representative Tier 1 – (Temporary/Cox Communications- Call Center)Oct.2006 – January 2007

·         Handled technical support issues exchanges and orders for cox cable subscribers and dispatched technicians as needed.

Administrative Assistant – (Temporary/Clark County Schools Lunch Card Processing- Office)August 2006 – October 2006

·         Sorted, organized, scanned for errors and completed Free Lunch Program Applications for grades K-12.

EMCOMPASS LAS VEGAS, NVMay 2005–June 2006
CARE Representative Tier 1 - (T-Mobile Billing/Technical – Call Center)

·         Completed troubleshooting of T-Mobile phones Nokia, Motorola, Samsung, Sidekick, Blackberry, etc.

·         Handled billing issues such as disputes, account changes, add/remove features from T-Mobile accounts.

VM DIRECT LAS VEGAS, NVDecember 2004 – May 2005
Technical/Affiliate Support Specialist Tier 2 - (Helloworld.com - Call Center)

·         Supported Helloworld/Video Email and Live Broadcasting over the Internet. ManagedAffiliate Support. Trained Affiliates and Tech’s in the US and The United Kingdom

HMS HOST HOUSTON, TXJanuary 2004 – October 2004
Customer Service/Cashier - (Bush Intercontinental Airport News Stand-  Retail)

·         Cashier of Bookstand and Refreshments, greeted the customers, suggestive sales, restocked inventory.

CONVERGYS HOUSTON, TXAugust 2002 – October 2003
Technical Support Specialist - (SBC YAHOO DSL Call Center)

·         Managed troubleshooting of SBC DSL internet Services and email over the phone, ran dos commands configured pppoE.

RACETRAC HOUSTON, TXJanuary 2001 – October 2001
Co- Manager - (Gas Station- Retail)

·         Managed a crew of 3 daily, delegated duties to employees, completed inventory count of lotto tickets,money drops, cigarettes daily, ordered store merchandise weekly, built rapport with milk, beer, gas, and pastry vendors, closed registers completed daily reports, performed gas survey’s daily. Hired ,trained, promoted, and fired employees.

CASH AMERICA INC HOUSTON, TXMay1999 – October 2000
Assistant Manager - (Pawn Shops- Retail)

·         Successfully managed at several locations to reduce shrink and sale aged merchandise by 60%.

·         Proficient with HR standards of hiring and firing employees also trained employees, resolved customer issues.

·         Delegated daily duties of employees, processed daily reports for close of the day, corrected employee’s timesheets.

·         Completed Bank runs daily for deposits and store change order store merchandise and supplies.

AIRNET COMMUNICATIONS HOUSTON, TXJanuary1995 – May 1999
Assistant Manager - (Technical Services- Retail)

·         Controlled all sale and scrap inventory, bookkeeping daily, resolved customer issues, completed employee’s timesheets.

·         Hired and Fired support staff and field technicians, completed hire packets and orientation.

·         Delegated support staff and field tech duties and escalations, processed daily reports, ordered inventory bi-weekly.

·         Made Bank runs daily for deposits and store change, on call for system alarm alerts.

COMPAQ COMPUTERS INC HOUSTON, TXNovember 1992 – December1997
Line Coordinator/Machine Operator - (Computer Assembly Line- Compressed Work Schedule 12hr Days 3 a week)

·         Machine Operator of Fuji CP, IP, Solider Screen Printing, Flow oven machines and Inventory.

·         Early discovered on-site fire that insured the safety of over 500 people, also member of safety committee.

·         Line Coordinator of 100 on CPU assembly line that completed 1000 plus computers a day.

·         Trained over 300 temporary employees and processed temp. employee’s timesheets weekly.

·         Certified OJT trainer and Compaq Certified Advanced Solider.

·         Coordinator and lead over monthlyLabor Variance

·         Formulated and presented the indices of Labor Variance quarterly to team and Mfg. Manager.

·         MSDS management, distribution & revision solutionsVeteran on OSHA and MSD manufacturing industry standards.

Skills

• December 2000 CompTIA A +
• Proficient Support on all Windows and Mac Platforms, Outlook, Adobe Design and Acrobat
• Universal Employee; great rapport with management, vendors, and co-workers
• Excellent Time Management techniques.
• Eager to learn and qualified to train.
• 7 years of Call Center experience
• 8 years of Retail Management experience
• 5 years of Computer Mfg. experience (Compaq)
• 
  

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