Steven Ferrante Email & Phone Number

New Jersey

Install, maintain, reconfigure, troubleshoot, and repair end user equipment/peripherals.Diagnose, troubleshoot and resolve a wide range of software, hardware and connectivity challenges. Excel in asking probing questions, researching, analyzing and rectifying issues.Routinely exceed clientele contact handling goals for first call resolution.Administrating Microsoft Office 365 Suite.Assisting procurement staff in purchasing hardware and software applications.

Greater New York City Area

Project manager/leader of project implementation for wireline and wireless data infrastructure, voice and data telecommunications and intranet services Project manager/leader for numerous national level service escalationsOn call to manage critical situations with Con EdisonDistributed application supportProvided information technology solutions and services for computer and network components of installed business, MPLS, CDMA, VoIP, Gigabit Ethernet, Frame Relay, In Building Solutions, Agilent Advisor and communication network techniciansSupported operational and business goals of the companyEnsured that data management and architecture were consistent with company policyHandled feedback from users regarding any programmatic modificationsManaged the installation and maintenance of computers and network equipment associated with operations Oversaw technicians , account team and front line corporate customer service representatives to ensure smooth technical resolutionsSupervised the problem resolution of multiple technical devices such as M2M, corporate cellular devices, and In Building SolutionsGenerated and documented Service Quality Reports for best management practices Organized conference calls between Fix Agencies, Switch Technicians, Network Operations Centers , Account Teams, Local Exchange Carriers, and vendorsMaintained close working relationships with Management, Access Service Assurance Team, Network Operations Centers, Account Teams, Field Technicians, and front line corporate customer service Investigated and analyzed product problems related to assigned productsDiagnosed and solved mechanical, hardware, software and systems failures Determined most cost effective repair/resolution to minimize customer downtimeTrained new employees

Wilmington, North Carolina Area

Diagnosed and solved various complex cellular/data issues using strong interpersonal skills to interface with customers, network, various sales locations and other departments on technical issues.Utilized comprehensive knowledge of the internet/intranet and Microsoft Word, Excel, Microsoft Access, Windows 98, ME, NT, and XP operating systems Managed and trained new/existing employeesEmployed exceptional written and verbal communication skills and decision making, creativity, flexibility, and multi-tasking as well as outstanding time management capabilities to provide incomparable customer satisfaction in the areas of billing explanations, customer callbacks/follow-ups, handling escalation queue support, pre-paid cellular assistance, paging, international and roaming assistance, customer internet and mail inquiries, process improvements for billing and customer satisfaction, cellular insurance, extended warranties, and dialing issues. Assisted with executive appeals in high priority sensitive business issues.

White Plains, Ny

Sales/leasing of business systems, cellular phones, pagers, accessories, extended warranties, cellular and equipment insurance, and long distance service.Responsible for opening/closing of various store locationsProvided customers with technical assistance, calling plan advice, billing explanations, and appointments for systems installationsWrote up contracts, devised payroll, made banking transactions, and schedulingManaged and trained new/existing employees Liaison for various locations/departments