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Author: John Sanders Telecom Support Engineer Sample Resume Summary
PROFESSIONAL PROFILE
Seasoned Telephony Support Engineer specializing in Nortel PBX Meridian 1, Call Centre Symposium, and known for the following
* Technical Support: Ensured that systems functioned as intended and gave users confidence to use them.
* Coaching and Training: Professional communication skills with emphasis on understanding user need and explaining technical solutions in non-technical terms.
* Projects: Resourceful team lead / player with proven ability to manage and complete IT/Telecom projects on time and within budgets.
ACCOMPLISHMENTS
* Efficiently supported Allstream Call Centre Infrastructure on Nortel voice platform alone a month after being hired and reduced down time to the barest minimum. Phenomenally improved customer satisfaction.
* Saved thousands of dollars in operating cost and abnormality in telephone billing at Royal and Sun Alliance. Eliminated resource down time by 20 % and proactively ensured information is readily available after various projects at the same place.
* Supported the Western Telecommunication's high volume transaction and decision support IMS databases including design, implementation and operational needs. Collaborative customer service-focused approach substantially improved department credibility and morale.
* Lowered cost by an average of 30% to 50% by negotiating contracts with both onshore and offshore providers to deliver services and products during various computerization at Fan Milk Ltd
TECHNICAL SKILLS
Operating Systems: Windows 2000/98/95/ME/NT, Novell Netware 4, SCO UNIX, Linux
Voice Networks: Telephony / Call Centre Nortel PBX (Options 11C, 21C, 51C, 61C, 81C), Meridian Mail, Call Pilot, Moves, Add and Changes (MAC), Max Reports, ACD and Symposium Call Centre Support, Procom Switchview, Polycom Video Conference, IP telephony
Data Networks: Cisco Switches, TCP/IP, VPN, Routers, Modems, Fibre Optics, Ethernet
Tools: Lotus Notes, Lotus 123 Suite, Visio, MSOffice 2000 including MSProject/ PowerPoint/ Excel, MS Exchange, MS Proxy, Cognos Business Intelligence
TRANSFERABLE SKILLS
* Focused, highly results-driven and self-motivated individual with solid decision making abilities
* Strong planning and organizational skills, with powerful influencing and negotiating skills
* Outstanding interpersonal and excellent customer service skills using diplomacy and sound judgment
* Disciplined and creative approach to problem determination, management and resolution
* Able to handle difficult or sensitive situations and multi-task assignments with tight deadlines
* Self starter, take initiative and a resourceful team player who easily imparts knowledge to others
* Able to thrive in a fast-moving environment, with high tolerance for change and passion for learning
* Values based - Driven to do "what is right".
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