Benjamin Fulcher Email & Phone Number

Fort Detrick, Md

Provide 24/7 Tier 1 support to the US Army. Primary responsibilities include: answering and responding to inbound calls/emails in a timely and professional manner, properly documenting those interactions in the appropriate tracking system, escalating issues that cannot be resolved in a timely manner, sustain currency of work instructions and related process changes.ASSIGNED TASKS:• Answer incoming calls utilizing designated work instructions document the request in the appropriate tracking system and resolve or route the call as appropriate• Monitor the email queue and document requests in the appropriate tracking system also utilizing the appropriate work instructions• Escalate any requests (email or call) to management when the request cannot be satisfied or resolved• Keep abreast of new work instructions or announcements regarding events that may cause interruption of service

Program, troubleshoot, test, and repair cellular equipment.Instruct customers on proper use of cellular phones and equipment. Complete paperwork related to service.Enter and track customer data using the warranty database.Be responsible for opening and closing duties within the service department.Serve as a point-of-contact for questions from Customer’s associates.Analyze repairs and schematics to determine if extended repair is needed.Provide direction, training, and delegation to other associates.Required to sell accessory equipment i.e., phone charges, earpieces, etc

serve as the primary point of contact and managerial presence within a store location.* Responsible for all store or on-site operation activities (staff scheduling/coverage, on the job training anddevelopment, administration/reporting, etc.).* Provide customer service and customer problem resolution, including customer education and demonstration ofcellular phones and equipment.* Program, troubleshoot, test, and make minor repairs to cellular equipment.* Timely and accurate completion of all shop paperwork and reports.* Ensure service delivered to customer meets needs and contractual obligations..* Extensive use of general software applications as well as specific customer based systems.* Perform mentoring portion of New Associate Orientation

Program, troubleshoot, test, and repair cellular equipment.Instruct customers on proper use of cellular phones and equipment. Complete paperwork related to service.Enter and track customer data using the warranty database.Be responsible for opening and closing duties within the service department.Serve as a point-of-contact for questions from Customer’s associates.Analyze repairs and schematics to determine if extended repair is needed.Provide direction, training, and delegation to other associates.Required to sell accessory equipment i.e., phone charges, earpieces, etc

Associate Of Science (A.S.), Electronics Computers Telecommunications Technologies

Associate Of Science (A.S.), Electronics Computers Telecommunications Technologies

Practical Electricity· * AC Circuits and Active Devices * Analog circuits * Computer Servicing * Data Communications * Digital Electronics

Education record