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JOY FRYE
309 Kennedy Blvd Bellmawr, NJ
08001
Cell: (609) 4005-1230 Home:
(856) 931-9876
joy@verizon.net
SUMMARY
Experienced in telecom and managing day-to-day operations at the GE
NMC. Customer service experience includes providing (SLA) reports for AT&T
services. Successful team player that is organized with attention to detail.
Associates Degree in Computer Studies.
- Consistently led Comcast team in sales and coached team members.
- Six Sigma award for creating Performance Scorecard (client wanted to compare Provisioning results from all vendors); tracked critical dates and defects.
- Coordinated AT&T team to re-install disconnected in error circuits; services included ISDN T1 (PRI), AT&T Local POTS line and Dedicated T1 service.
- Ensured timely repair of (telecom) critical circuits by making crisis calls and joining technical bridges.
- Ability to multi-task and follow-up in a fast-paced environment.
SKILLS
- Remotely tested Voice, ATM, and, Frame Relay services at DS0 and DS1 level.
- AT&T systems: SARTS, SOTS, RMIN, and TIRKS.
- MS Office Suite, Acrobat, Outlook and Lotus Notes.
- Remedy and Service Center ticketing systems.
.
EXPERIENCE
Comcast
Cable, Voorhees, NJ
2009-present
Customer
Account Executive
· Sell & troubleshoot Digital
Voice, Video, High-Speed Internet and High-Speed2Go services. Assist customers
with voice features, resolving porting telephone numbers and billing issues.
Average call volume of 40 calls per day.
JP
MORGAN CHASE, Newark, DE 2006-2009
Service
Desk Analyst
· Tier-one support for JP Morgan
employees. Troubleshoot connectivity, application and hardware issues with
daily interface with a virtual (Citrix) environment to provide support.
· Security Administration
for Active Directory, Novell, AS400, and Unix.
· Experience with in-house
Knowledge Management tool, maintaining ticket logs in Service Center, with an
average daily call volume of 40.
John Frye, Page 2
SELF EMPLOYED 2005-2006
- Performed various home improvements for clients.
AT&T
Network Management Center, supporting General
Electric 1999-2005
Supervisor
· Turned quality around,
decreased ticket defects from 32% to 13% by providing one-on-one coaching to
employees.
· Projected managed the
move of NMC. Teamed with Marketing to create provisioning orders for ISDN,
Nodal and 800 services.
· Managed transition of
services to center, including Frame Relay, ATM and provisioned CSU equipment.
· Developed cultural
change; created and documented center processes, and implemented in town
meetings to establish expectations.
Provisioning
Technician 1998
· Worked jointly with
General Electric customers in testing and turning-up data circuits. Verified
cross-connects engineering for accuracy and expedited ASRs (access service
request) to local exchange companies.
· Won Six Sigma award for
GE provisioning scorecard. Tracked defects for AT&T services.
AT&T
Remote Locations Telemarketing Branch 1995-1997
Reports
Clerk
· Created MS Excel charts
for weekly sales results and input account profiles into MS Access database.
· Set-up internal processes
to manage distribution of special dialer coupons.
· Won Star Performer award
in recognition of significant performance in 1996.
AT&T
Network Management Center, supporting General
Electric 1989-1995
Sr.
Operations Clerk
· Supported internal and
external customers in provisioning group; assign T1 and DS0 engineering to team
and completed circuit inventory reports.
EDUCATION
CAMDEN
COUNTY COLLEGE, Blackwood, NJ 1997
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