Edenir Copeland Email & Phone Number

Reno, Nv, Us

Reno, Nevada Area

Managed team of 14-17 field technicians trained to install and repair AT&T IPTV, High Speed Internet, VoIP and DIRECTV products. Reviewed performance and provided feedback and coaching to technicians, designed to address performance issues. Conducted field safety and quality inspections to ensure high quality and safe performance, in accordance to OSHA, EH&S and AT&T processes and guidelines. Partnered with other departments to ensure that work is effectively assigned and all functions are performed in a timely fashion to meet customer and company specifications. Addressed and resolved customer complaints or service issues. Partnered with HR, Labor Relations and Union representatives to administer discipline to technicians and make recommendations concerning long term suspensions or terminations. Responsible for technician’s training, time reporting, payroll, scheduling, and inventory ordering within budget. Manage employee’s attendance, filing for FMLA or Disability when necessary. Monitor 100 technicians from Northern Nevada and California Rocklin areas during after-hours Duty to ensure work load is completed within a timely manner. Emergency Site Coordinator, responsible for planning, inspection, evacuation, and adherence to EH&S, OSHA, and company Safety practices.

Reno, Nv

Managed team of 15 - 18 Customer Assistants in the DSL Tier 1 Technical Support Center. Responsible for managing, coaching, and the development of customer care agents in a fast-paced call center environment. Recipient of multiple performance excellence awards, including Key Contributor Award for 2011, 2012, and 2013; consistently placing at the top 10% Insource and Outsource managers in the organization.Monitored incoming phone calls for quality, productivity, training and developmental purposes.Utilized MSOC (Management Systems for Operating Control) and Coaching Tactics models to analyze and maintain performance. Administered disciplinary action related to low performance or misconduct. Participated in the hiring process by interviewing, evaluating, and selecting job candidates.Also served as Assets Coordinator, and back up manager for Work Force and Area Managers when needed. Managed lease roll projects and maintained inventory of 400 computers & peripherals

Reno, Nv

Managed a team of 20 - 28 Maintenance Administrators who performed the 611 repair & dispatch functions for the NDC (Nevada Dispatch Center) and NCSC (Network Customer Service Centers).Handled attendance, prepared and monitored 24x7 workforce schedule, handled grievances from union workers, and managed their performance. Responsible for the implementation and training of agents on new processes and systems applications, as well as AT&T products and services.Responsible for meeting daily workload requirements (RFA) for 110 technicians to ensure the timely completion of repair tickets, cable maintenance tickets, and service orders.

Reno, Nv

Provided customer support and troubleshooting for land line and custom calling features issues. Performed dispatch functions by monitoring the repair and installation dispatch loads.

Reno, Nv

Provided technical support for VOIP products and services, assisting English and Spanish speaking partners and customers with technical issues. Partnered with the NOC (Network Operations Center) and the Engineering department on the resolution of complex issues. Monitored and tested the VOIP network to ensure and maintain Quality of Service (QoS).

Sao Paulo, Brazil

Supervised a team composed of Systems Analysts, Computer Programmers, and Contractors. Performed Network Admin and Internet Security functions of TCP/IP local and wide area networks. Coordinated user access to data and the Internet, as well as to a multitude of desktop and server applications.Project Manager responsible for the evaluation and testing of hardware and software applications, selection of vendors and suppliers, cost and performance analysis, negotiations, and acquisition of equipment.Responsible for the design, development, and written documentation of methods and procedures.Led team responsible for the design, implementation, and support of Cash Flow financial system, as well as a multitude of other operational and manufacturing applications.Proficient in Microsoft Excel, Word, PowerPoint, Access, Visual Basic, Corel Draw, Windows NT, Novell Netware, BASIC for PC, dBase for PC. Knowledge of IBM Mainframe systems, VM/CMS Operating System, MVS Op Sys, AS/400 and UNIX platforms, FOCUS database, COBOL.

Bachelor'S, Computer Science And Mathematics

Business