AT&T - TIER II TECHNICAL SUPPORT MANAGER Resume Example

Love this resume? Build your own now

Scarlett Watson
XXXX XXXX XXX XXXX, MATTESON, IL 60443
XXXXXXXXXXXXXXXXXXXXXXX
Ph: XXXXXXXXXXXX
Professional Summary

Seasoned Technical Support with more than 35 years of experience in fast-paced Telecommunications Industry. Excellent verbal and communications skills. Track record of achieving exceptional results in internal and external customer service.

Skills
  • Speaking
  • Active Listening
  • Critical Thinking
  • Monitoring and Quality Assurance
  • Customer and Personal Service
  • Time Management
  • Judgment and Decision Making
  • Public Safety and Security
  • Training and Coaching
  • Clerical
  • Computers and Electronics
  • Technical 
  • Analytical 
  • Telecommunications
  • Troubleshooting
Experience
TIER II TECHNICAL SUPPORT MANAGER Jun 2003Aug 2012 AT&T CHICAGO, IL I was responsible for monitoring the fiber network and equipment that was required to keep customer telecommunication networks up and running without any trouble or down time. My responsibility was for our 21-state call center where I supported the center technicians that escalated their critical, time-sensitive trouble cases to me for resolution, I would also use this time to provide coachable opportunities to enhance the skills of the technicans. 
Supervisor Jan 2000Jun 2003 AT&T Chicago, Il I managed the DSL (Digital Subscriber Loop) center that monitored digital electronic equipment for the midwest region with 30+ technicians, I was responsible for their time sheets, payroll, time schedules, as well as their interactions with our internal and external customers. I had to evaluate their work progress as well as give them monthly feedback on their work ethics. I interacted with the local unions on disciplinary actions when needed. I was responsible for and was measured on the office's MTR (mean time to repair), on customer outages and getting the customers back up and in service in a timely manner. 
Technical Instructor May 1993May 2000 AT&T Chicago, Il I taught telecom technicians and managers for the midwest region. I was required for attending the training provided by our various equipment vendors in the midwest region, in-turn I would then  train our local technicians in the field. My courses included: Introduction to Telecommunications, Digital Electronics, Circuit Design, DS1, Fiber Class Intro, etc. My classroom environment provided the technicians with hands on training with actual equipment that they would encounter in the field, which also included the various test sets to measure distances, fault detects and strength of signal.
Assistant Engineering Clerical Support Jan 1993Jun 1998 AT&T Chicago, IL Clerical Support for 10 Engineers, providing location, footages and schematic information on customer equipment in our central offices as well as equipment on the customer's site. This position required me to work in and out of the office, surveying locations, working on new developments for business and residential areas.
411 Information Operator Jan 1978May 1988 AT&T Chicago, Il My first position in the telecommunications industry was as a 411 Information Operator, where customers would call and request telephone numbers for people and business within the midwest area. I was monitored on speed and quality of calls that I handled as well as the accuracy for the information that was provided by me.
Education
High School Diploma: Business Work Force Jun 1974 Simeon Vocational High School Chicago, Il

People also search for

TIER II TECHNICAL SUPPORT MANAGER

MATTESON ,Illinois

Scarlett Watson

Companies Worked For:

AT&T , AT&T

JobTitles Held:

TIER II TECHNICAL SUPPORT MANAGER , Supervisor

Lead Teacher

Baileys Harbor ,Wisconsin

Mason Williams

Companies Worked For:

Northern Door Childrens Center , Bushas

JobTitles Held:

Lead Teacher , Manager

Front Desk Clerk

Shippensburg ,Pennsylvania

Caleb Baker

Companies Worked For:

Hampton Inn Carlisle , Hilton Corporation

JobTitles Held:

Front Desk Clerk , Manager

Shipping Manager

San Bernardino ,California

Mia Cook

Companies Worked For:

Hi Time Wine Cellars , The Closet

JobTitles Held:

Shipping Manager , Cigar Buyer

resume flower ad

About this resume

TIER II TECHNICAL SUPPORT MANAGER FROM MATTESON , Illinois RESUME

This is a resume for a TIER II TECHNICAL SUPPORT MANAGER in MATTESON, Illinois with experience working for such companies as AT&T and AT&T. The grade for this resume is 0 and is one of hundreds of TIER II TECHNICAL SUPPORT MANAGER resumes available on our site for free. Use these resumes as templates to get help creating the best TIER II TECHNICAL SUPPORT MANAGER resume.

Dude
School Attended
Simeon Vocational High School