Technical Expert Resume Example
A Results-driven Professional experienced in the business of Verizon Wireless from a Network, Technical support and Customer service perspective. In my various careers I have developed skills in Project management, Business Analysis, Customer Service, Technical Support and Network Real estate terminology and purchasing order tasks. Presently versed in using real estate trackers for processing purchase orders, receiving purchase orders and for research. I have past experience in the development and design of computer systems, small business experience and a degree in Project management, I am organized and work well both independently and in a team.
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| Skills | Experience | Total Years | Last Used | |||
|---|---|---|---|---|---|---|
Submitting a Proposal for Purchase order process improvements to Powerful answers.
Wrote and Presented a Lean Six Sigma presentation how Zero-defecting the Troubleshooting guides would benefit the company.
Recommended that a Technical Support screen be added to the ACSS computer system. This was implemented.
Recommended that the ACSS computer system automatically check the MTAS system fields to save a few minutes off the time of these types of phone calls. This was implemented.
Lead a Team of employees on a Project that changed the direction of Project Management in the company.
Team coordinator for computer related systems issues and updating of online of troubleshooting guides.
- Responsible for providing technical support to Verizon wireless customers in compliance with Verizon Wireless policies and procedures.
- Immediate testing of customer's issues throughout the troubleshooting process to verify the customer's technical issues is resolved.
- Decide the best way to resolve a customer situation bases on the needs of the customer and needs of the business.
- Provide solution oriented recommendations to customers in the form of education about their specific products like the Family Base, Verizon cloud, Email setup and Family Locator.
- Escalation of Verizon wireless systems problems to management, the ITSD or NRB departments.
- Daily use of the Mars, MTAS, ACSS, knowledge base, Info Manager, trouble-shooting guides and a variety of other Customer Service and technical Support software tools.
- Continual education of Verizon wireless products as new cell phones, technology, policies and processes change.
- Adding technical improvement suggestions into Powerful Ideas systems and TS guide feedback tools.
- New Hire Subject Matter Expert in assisting new hires in technical support while on phone calls.
- Technical Ambassador in educating Customer service representatives in techniques to lower their transfers to technical support.
- Resolved Escalated customer phone calls.
- Throughout my Career at DTC I performed many roles. I started as a computer programmer and worked my way up to System Director. In this Career I have been involved in all processes, and tasks that are involved in creating, designing and implementing a large complex computer system. These Included;
- All project lifecycle steps; planning, scheduling, budgeting, risk management, contingency planning, quality assurance testing, critical path analysis, gap analysis and cost-benefit analysis.
- Conducted business exchange meeting to gather Business Requirements.
- Read, edited and reviewed all documentation relating to computer system design.
- Designed and reviewed systems, programs, policies, and regulatory requirements.
- Scheduled resource allocations, and managed project budgets.
- Wrote and reviewed Business and technical requirements documents.
- Communicated project status from small maintenance projects to large corporate initiated projects to various levels of organizational professionals.
- Functioned as a liaison between the IT organization, Business Development group, Corporate Reorganization group, Database Development group and Project Implementation groups for the coordination system planning, design, testing and implementation.
- Mentored team members on skill set development.
- Wrote and developed business requirements documents, project scope documents, team charter documents, technical system design documents and test plans.
- Managed the day to day requirements to keep projects, people and information moving and on schedule.
- Lead a team of company employees in a project that changed the direction of Project Management in the company.
- Managed a Team of 14 employees.
- Directed a Team of 2 managers and 40 employees.
- Designed, tested and wrote computer programs.
Testing, Database, Documentation, Exchange, Liaison, Technical Requirements, Project Management, Assurance Testing, Budgeting, Budgets, Business Development, Business Requirements, Contingency Planning, Critical Path, Database Development, Gap Analysis, Gather Business Requirements, Maintenance, Project Lifecycle, Quality Assurance, Quality Assurance Testing, Risk Management, Scheduling, Test Plans, Trading, Web Database, Customer Service, Educating, New Hires, Receptionist, Retail Sales, Subject Matter Expert, Technical Support, Trouble-shooting, Verizon, Wireless, Access, Business Consultant, Business Liaison, Clients, Database Design, Security, Answering, Cell Tower, Db2, Excel, Paying, People Soft, Peoplesoft, Powerpoint, Purchase Orders, Real Estate, Sql, Word, Business Consulting, Business Analysis, Software Testing, Internet Marketing, Marketing
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Resume Overview
School Attended
- VILLANOVA University
- Pace University
- Keller University
- University of San Francisco
Job Titles Held:
- Technical Expert
- President/Owner
- Business Consultant - Depository Trust and Clearinghouse Corporation
- Director of Systems/System Manager/Programmer Analyst
Degrees
- Certificate : Business Analysis
B.B.A. : Managmement of Information Systems
M.A. : Project Management
Certificate : Software Testing
Certificate : Internet Marketing
