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Telecommunications specialist with an extensive and
broad-based background of diversified responsibilities and
accomplishments in the communication industry. Effective at resolving complex networking and desktop issues. Experienced in all aspects of hardware, software and operating systems maintenance and repair. Possesses in-depth knowledge of advanced diagnostic techniques related to RF distribution systems and related communications electronics. Advanced proficiency in Microsoft Office Suite and Adobe Creative Cloud. Working knowledge of VBA and SQL.
Created and executed marketing/PR campaigns, including new product introductions and existing product development. Created solutions in the areas of inventory, sales reporting, distribution and product upgrades that led to system improvements and streamlined processes. Designed and printed online interactive sales and marketing collateral. Created the look and feel of the organization's online presence in social media forums. Designed unique print materials including advertisements, brochures and logo designs. Developed creative graphics that simplified complex messages. Created concept mock-ups for web and mobile applications. Worked extensively in Adobe Photoshop and Adobe Illustrator to create pixel-based and vector-based renders.
Consistently adhered to all applicable OSHA regulations, policies and procedures for health, safety and environmental compliance. Inspected RF distribution systems equipment to identify issues and report problems to maintenance technicians. Diagnosed mechanical, hardware, software and systems failures using established procedures. Prepared operational reports and provided information to supervisors. Performed diagnostic inspections on cabling infrastructure to determine systems' compliance. Handled multiple simultaneous deployment projects against strict deadlines. Ordered equipment and services for voice, data and cabling. Found interim solutions to minimize the impact of issues on the business. Trained new employees and explained protocols clearly and efficiently. Maintained records, logs and the life-cycle of work requests. Explained company offerings to promote products and services to clients. Installed and removed company issued equipment. Installed coax cables inside and outside residences. Examined systems to locate problems such as loose connections and broken insulation. Maintained spare equipment and parts and managed inventory. Independently received, analyzed, monitored, and resolved network problems. Opened
trouble tickets for various customers, answered incoming telephone
calls, responded to network alarms and customer emails, and
documented/modified customer account data. Performed
remote, on-site and in-house servicing and repair of company
products and services. Provided technical support to customers on
operational and maintenance aspects of system equipment. Serves as
contact on technical and service related problems. Diagnoses mechanical,
hardware, software and systems failures, using established procedures. Tracked data from completed tests, and developed solutions to any issues. Set up and installed drivers on printers, including dot matrix, Inkjet and Laserjet. Answered user inquiries regarding computer software and hardware operation. Conducted computer diagnostics to investigate and resolve problems and provide technical assistance and support. Analyzed network packet information and computer OS system data to identify and characterize anomalies on networks for residences and businesses. Independently operated company vehicle. Assembled and maintained physical structures using hand and power tools. Routinely inspected company vehicle, tools, and equipment to diagnose malfunctions. Maintained up-to-date and accurate repair logs. Responsible for dialing into company issued routers, dispatching maintenance technicians, and working with customers on the phone.
Assisted customers with technical issues via email, live chat and telephone. Provided real-time support to university students and staff members utilizing Pearson's online learning platforms. Resolved customer complaints and concerns with strong verbal and negotiation skills. Displayed courtesy and strong interpersonal skills with all customer interactions. Maintained composure and patience in face of difficult customer situations.
Researched issues on various computer systems and databases to resolve complaints and answer inquiries. Researched, documented and escalated cases to higher levels of support according to internal procedures while maintaining positive rapport with customer. Assisted in developing documentation for common processes and issue resolution for both support staff and end-users.
Top 10% of class. Graduated Summa Cum Laude.