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Professional Summary

Accomplished Fiber Optic Technician with proven record of establishing rapport with clients and colleagues. Seeking a challenging opportunity to drive diverse corporate initiatives through strategic planning and to achieve company objectives with proactive project management, decisive leadership and dynamic client relations.​

Veteran Telecommunications Fiber Optic Technician with background in installation, commissioning, maintenance and support of transmission networks.  National/Local Optical backbone operations, including interoffice facilities, Ethernet, DWDM & SONNET network infrastructure.
Skills
  • DWDM / Ethernet / SONET Network Infrastructure
  • Network Infrastructure Management
  • Project Management with optical network technologies
  • Skilled multi-tasker
  • Network upgrades
  • Remote access technology
  • Test and Turn up
  • Skilled in TCP/IP and LAN
  • Analytical and critical thinker
Work History
Central Office Technician, 08/1998 to Current
US West/Qwest Communications/Centurylink Denver, CO
  • Researched and recommended network and data communications hardware and software.
  • Continuously applied quality-improvement methodologies to improve work processes.
  • Handled multiple simultaneous deployment projects against strict deadlines.
  • Anticipated and analyzed common connectivity workflow problems.
  • Installed IP, network equipment and facilities.
  • Managed the issue escalation process.
  • Installed, maintained and supported voice/data applications.
  • Led network development, software implementation and server maintenance.
  • Installed, maintained and supported VoIP applications.
  • Participated in team, cross-divisional and technical forums.
Education
Associate of Science: Fire Science, 1990
Red Rocks Community College - Lakewood, CO
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Summary

Dedicated and hardworking employee focused on building a strong customer base through effective communication. Diligent and focused with a strong commitment to providing superior client service. Punctual,loyal,with an excellent attendance history.


Highlights
  • Deadline-oriented
  • Strong organizational skills
  • Courteous and polite demeanor
  • Exceptional customer service
  • Perfect attendance record
  • Reliable and dependable
  • Excellent time management
Experience
Part-time Resident Concierge 02/2016 to Current 18 West Road-An Indepent Living Retirement Community Orleans, MA
  • Provide Front Desk Reception greeting both residents and visitors to Orleans Place
  • Help to maintain building security by screening visitors and conducting building walk-throughs checking that all doors and windows are locked.
  • Write up work orders for maintenance department.
  • Respond to emergency calls from residents
  • In absence of Head Concierge,manage scheduling of Concierges,maintain & submit payroll
West Dennis Cookie Cupboard Manager 12/2017 to 03/2020 Girl Scouts of Eastern Massachusetts West Dennis, MA
For the last four years (January 2017-March 2017, December 2017-March 2018, December 2018-March 2019 and December 2019-March 2020) I have had the pleasure of working with Girl Scouts of Eastern Massachusetts as the Cookie Cupboard Manager for Cape Cod. In this position I am responsible for accepting deliveries and verifying the count,printing out and setting up orders for pick up. I work in partnership with the delivery company,the Girl Scout Council,Troop Leaders and Cookie Sales Volunteers. 

Inn Keepers Assistant 06/2015 to 10/2016 Chatham Inn at 359 Main Chatham, MA
  • Assist in managing a seventeen-room full service boutique hotel in Chatham,Massachusetts where we were consistently rated number one hotel in Chatham on Tripadvisor.
  • Kept records of room availability and guests' accounts, manually or using computers.
  • Recorded guest comments or complaints, referring customers to managers as necessary.
  • Assisted guests with any special requests during their visits.
  • Contacted housekeeping or maintenance staff when guests reported problems.
  • Performed record keeping for onsite restaurant by recording servers gratuity information,food costs and food sales,liqour orders and sales
Central Office Technician 02/1985 to 01/2015 Verizon Chatham, Ma
  • Maintained ten thousand line switching office that provides land line service to residential and business customers.
  • Install and maintain Fiber Optic Network for wireless service providers.
  • Office consistently ran at 95% efficiency rating.
  • Worked with customers and other departments to clear service related troubles.Responded to corrective maintenance requests and alarms in a timely manner.
  • Work schedule included nights/weekends/holidays.
  • Tested and maintained High Speed Internet service within Verizon network
Business Office Clerk 06/1983 to 02/1985 Verizon Hyannis, MA
  • Assisted customers in opening/closing accounts.
  • Accepted payments on accounts.
  • Assist customers in solving service and billing issues
Sales Associate 06/1981 to 06/1983 Puritan Clothing Hyannis, MA
  • Sales associate assisting customers in both ladies clothing and ladies shoe departments.
Education
High School Diploma Dennis Yarmouth Regional High School South Yarmouth, Ma, USA
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Professional Summary
Versatile Manager focused on team building and talent development.  Driven to surpass company goals while leading diverse team to constant improvement.
Skills
  • Skilled in call center operations
  • 20+ Telecommunications skills
  • Leadership skills
  • Strategic Planning
  • Customer-focused
  • Avaya, RTA, eSP proficient
  • Microsoft Office
  • Project Management
  • Results-oriented
  • Trouble-shooting proficient
Work History
Call Volume Analyst II 07/2006 to Current
Cox Communications 7401 Florida Blvd. Baton Rouge, LA 70806
  • Analyzed call volume and average handle time to monitor Customer Service Representative performance and productivity.
  • Improved call center functionality and service capacity by closely monitoring Customer Service Representative real-time status.
  • Oversaw Call Volume Analyst to ensure internal customer satisfaction goals were consistently met.
  • Managed call flow  efficiently in a complex, fast-paced and challenging call center environment.
  • Developed Mission Control processes and metrics for daily management of the Call Center.
  • Accurately documented, researched and resolved management issues and concerns.
  • Mastery of all Workforce Management applications and databases.
  • Effectively trained every CVA since 2006 with tact and professionalism.
  • Met or exceeded performance goals for every review period.
  • Resolved staffing concerns, service support and technical problems for all internal customers by asking clear and specific questions.
  • Prepared material and facilitated weekly team meetings.
  • Adequately filled in for manager in her absence.

Resource Management Analyst 03/2002 to 06/2006
Verizon Wireless Houston, TX

  • Analyzed call volume and average call time to monitor Customer Service Representative performance and productivity.
  • Mastery of Workforce management systems and databases.
  • Provided incentive to increase productivity by offering employees awards for best customer service.
  • Effectively managed a high-volume of inbound and outbound customer calls.

Central Office Technician II 02/1998 to 03/2002
AT&T Fixed Wireless Houston, TX

  • Perform maintenance on cable and switch.
  • Calibrate/adjust equipment to ensure quality production utilizing calipers, micrometers, height gauges, protractors and ring gauges.
  • Offer knowledge of raw materials, production processes, quality control, costs and other techniques for maximizing the effective manufacture and distribution of goods.
  • Facilitate equipment applying water, electrical power and leveling during installation processes.

Trouble Specialist Supervisor 08/1996 to 02/1998
Sprint PCS Fort Worth, TX

  • Managed an advanced technical support department processed trouble tickets and escalated customer issues from first contact technical support group.
  • Evaluated and developed technical support representatives to ensure a high quality of work.
  • Resolved customer issues in a clear, courteous and straightforward manner.
  • Demonstrated professionalism and courtesy with team and customers at all times.
  • Identified and solved technical issues with a variety of diagnostic tools.
  • Followed up with clients to ensure optimal customer satisfaction.
  • Guided Technical Support group who Upsold products and services to increase company revenue by 50%.
  • Managed work flow to exceed quality service goals.
  • Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
  • Cross-trained and backed up other customer service supervisors.

Education
N/A: Business Management Grambling State University - Grambling, LA
High School Diploma: 1986 Brusly High School - Brusly, LA
Accomplishments
  • Spearheaded Knowledge Boost and its success at the BTR COE maintaining a number 1 ranking for 2 consecutive years, month over month.
  • Rated an "Exceed" on a majority of my performance evaluations.
  • Successfully trained all incoming CVA for 10 years.
  • Attended Dale Carnegie Management Training.
  • Attended Call Center School.Successfully completed numerous Cox U leadership and effective communication courses.