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Dana Lee Francis Mobile: 720.275.9800Lakewood, CO 80215 Email: [email protected]
OBJECTIVE IT Communications Technician or Telecom Support position
QUALIFICATIONS Passionate and tech-savvy customer service professional
Extensive service desk experience supporting mobile technology and other technology solutions for retail, small and large business customers
Independent worker, responsible, results oriented and strong attention to detail
Strong background in supporting wireline and VOIP communication infrastructure systems, to resolve voice and data networking issues
Extensive experience with a variety of telecom technologies, including T1, VOIP networking, Cisco Call Manager, Cisco switches/routers, Avaya phones and switches, MDF wiring and cross-connects, and various voicemail systems
Proficient with MS Office and supporting a variety of Web and PC applications
EMPLOYMENT HISTORY Wireline Field Engineer
Login Consulting – Dedicated Field Tech Sept 2014 to present
Respond to planned voice and data network changes and escalations with Cisco and Avaya communication infrastructure in person, remotely, or via phone. Diagnose complex problems and resolve issues associated with delivery of voice and data for assigned customer (Kaiser Permanente). Maintain communication systems, install and configure phones and related devices, troubleshoot voice circuits, work with end users and vendors and coordinate work with other Information Technology staff.
Service Assurance Analyst Comcast 2014
Investigate and process RCF orders between Comcast and third parties for data and Internet services. Create and assign cases through Excel spreadsheets and Salesforce. Create tickets and work with carriers and coordinate with team members on business processes and rules in support of ticket resolution.
Mobile Manager Technical /Care Support Agent Cbeyond 2011 - 2013
Technical support for mobile devices - Activations, Troubleshooting hardware, software
and data networking issues for Androids, Blackberry, Windows and Apple OS as well as Laptop cards and MiFi. Setting up MS Exchange and Microsoft Emails per customer needs.
Technical Support Representative Volt Technical - contractor at Apple Computer 2008- 2011
Provided phone and email support for customers with Apple iPhone and iTunes software. Assisted customers with iPhone operation, software installation, configuration, and usage on all issues relating to their account. Maintained customer satisfaction with outstanding rating and participated in continuous improvement and training programs.
Field Technician Insight Global - contractor at Leap Wireless 2008
Perform troubleshooting, preventative maintenance and system updates on wireless equipment at cell sites. This included wiring, resolving alarms and inventory tracking.
Business Partner / Manager Horizon Management DBA Pappy’s Ink 2001 – 2007
Co-founder and manager of a retail cellular business from the ground up. Involved with a variety of business operations: acquiring a sub-agent license with Verizon Wireless, retail and business sales, account activation and customer service. Supported customers with programming of phones and technical support on various mobile connecting devices.
System Applications Specialist AT&T, Lucent, Avaya Inc 1990 – 2000
Provided 2nd level technical support for customers, sales and field technicians on telecommunications systems. Maintenance and programming support for Intuity voicemail, Definity, G3i/G3R and System 75 product lines, to ensure continuous operation and integration of their multiple adjuncts, accessories, software and other system components.
EDUCATIONAL HISTORY Currently working on A+ CertificationAT&T's College of Knowledge Completed numerous industry courses (60+) in telecommunications, networking and computer systems. Equivalency to a Bachelor’s Degree in the fields of Telecommunications/Data Networking. Overall GPA of 3.7
REFERENCES AVAILABLE UPON REQUEST
