Troubleshot hardware and software to determine and rectify network problems.Performed necessary maintenance to support network availability.Analyzed user-generated trouble tickets to determine causes of problems and took appropriate action for resolution.Diagnosed and resolved complex integrated customer issues for implementation, add-on, maintenance and support of voice, data, VoIP and CTI applications.Responded to faults in networks to rapidly restore connectivity and prevent unnecessary downtimes.Translated complex technical issues into digestible language for non-technical users.Used ticketing systems to manage and process support actions and requests.Assisted customers in identifying issues and explained solutions to restore service and functionality.Troubleshot hardware and software to determine and rectify network problems.Performed necessary maintenance to support network availability

Responsible for development and attainment of sales and service objectives through personal results and subordinate sales personnel within an assigned geographic areaSupervised sales and support staff, including responsibility for hiring, training, developing and discipling. Meeting with customers and engaging in sales activities at the customer's site; communicating with customers via phone, teleconference, and e-mailAdvising customers on suitability of products based on technical needs; preparing proposals, presentations, or bids, including developing pricing, developing strategic plans related to the customer and the proposed solutions/sales

Install, maintain, and troubleshoot low voltage wiring and IP based electronic equipment over the At&t Uverse network, for residential and business customersPerform site inspection to determine/report condition and required repair scopes.Examined systems to locate problems such as faulty connections and defective equipment and took appropriate action for resolution.Installed and configured new devices and system components.Planned layouts and ran cable into buildings and through walls, attics and crawl spaces.Set up networks and computers for business and residential customers.Diagnosed and resolved complex integrated customer issues for implementation, add-on, maintenance and support of voice, data, VoIP and CTI applicationsRead blueprints and schematics to correctly place equipment.Set, enforced and optimized internal policies to maintain efficiency and responsiveness to demands.Devised, deployed and monitored processes to boost long-term business success and increase profit levels.Recruited and trained technician team of 13 members

Targeted prospects in other territories through careful research of competitor products, services and trendsCoordinated staff sales meetings to discuss developmental strategy, best practices and process improvements.Managed revenue models, process flows, operations support and customer engagement strategies.Trained 15 new sales representatives on sales strategies and processes to reduce process gaps.Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions.Drove team revenue totals by bringing in over $2.4M in sales.Oversaw employee performance, corrected problems and increased efficiency to maintain productivity targets.Coached sales associates in product specifications, sales incentives and selling techniques, significantly increasing customer satisfaction ratings.Liaised with sales, marketing and management teams to develop solutions and accomplish shared objectives.

Worked with hot metal, digital loop carrier equipment, fiber optic cables, and airpressure monitoring systems.Identified wires in the connectionn of cables to other telephone equipment and in splicing cable pairs together. Communicated with other employees about completed work and various information regarding work assignments.Involved in Project Light Speed in which the At&t infrastructure was conditioned in preperation for the Uverse service.

Placed copper and fiber cables for voice and data, indoors andoutdoors.Installed and removed phone systems, including pulling wire and device termination.Operated large vehicles to haul cable, telephone poles, and equipment.Installed horizontal station cables and backbone riser cables.Tended equipment during operation and monitored readouts to determine areas of concern and quickly correct problems.Assigned tasks to team members based upon individual strengths and experience, realizing productivity and workflow improvements.