William Martin Email & Phone Number

United States

Irving, Texas

Performed all aspects of day-to-day customer order processing (data entry) and support functions for the digital phone service, including contacting and re-scheduling digital phone installations, submitting, tracking and completing the LSR (Line Service Request) process, Customer interaction and at times upsell Charter Communication products. Monitored operational data and assisted in the overall development of this service.

Irving, Texas

Served as a customer interface to handle more difficult and complex connectivity problems related to the local distribution network; such as plant outages, past due service disconnection, and more advanced broadband competencies. This can include network instruction, wireless setup/troubleshooting, home computer trouble shooting and Digital Phone troubleshooting. Provided support to customer on the more complex service issues. Served as a liaison between the customer and various departments to troubleshoot and resolve local network problems. Coordinated resolutions with the NOC and GNOC and reported updates to the customer. Assisted customers with high-speed data and Digital Phone service and handled some billing, video and on-demand service concerns.

Bedford, Texas

I supported the top 20 automotive dealerships throughout the United States with their ADP departmental software applications and their functionality in the dealerships local environment. Supported various hardware, printers, scanners, hand held parts scanners and the functionality. I also support the dealerships local network to insure optimal performance.

Irving Texas

I currently serve as a training lead supporting the Field Support Center (FSC) training managers. I assist the managers in overseeing the student classrooms and teaching various portions of the New Hire Curriculum - SPT 1. I serve as a mentor to new hire students during classroom labs and during any “live calls” handled during classroom training. My priority is to “set a standard”; reflecting the attitude, work ethics, and professionalism expected of all ADT agents.

Irving, Texas (Dallas / Ft. Worth)

As a technical support agent I was responsible for assisting our dealers and ADT installation technicians in successfully completing installations with our clients. I assisted our technicians by performing SOE requirements and standard install confirmations. I also registered and performed troubleshooting steps for cellular radio communications (as needed). As an ADT agent, I insured customer records were updated correctly, adding necessary notations, detailing any issues in a effort to provide quality support. I was asked to become a mentor and assisted my co-workers (when needed) providing one-on-one remedial training when requested by Team Managers. I served as an active member of the Elevate Committee assisting in the reintroduction of the SOP, a friendlier user-interface.

Dallas/Fort Worth Area

I was responsible for training new hire technical support professionals on the Verizon Business DSL data product. Included in my responsibilities was introducing our new hires to call center operations and the contractual expectations of our vendor. I was responsible for tracking all students; maintaining accurate attendance records, test scores, classroom participation, call center performance, as well as providing additional student coaching. After retirement of the DSL product, I worked with the vendor relations manager and developed an accelerated DSL to FiOS update training program. This allowed us to re-train the displaced agents leveraging off of their knowledge on the Verizon data platform to include voice and video aspects of the Verizon FiOS product in 14 day classes. I successfully trained 250 DSL agents converting them to the FiOS contract with these expedited courses. This reduced the cost and time for the conversion process. The accelerated curriculum included; the current West and East (FTTP) Fiber to the Premise end-to-end ordering systems architecture for Voice, Data, and Video Systems. Systems trained were COFEE, COG, NOCV, SSP, SQE, IGO, IVAPP, EMS, BAAIS, AAIS, STORC, AWAS, CAD, DELPHI, and VREPAIR and the FTTP Network Architecture for Voice and Video. The course included the overall operations and troubleshooting of Juniper, Cisco, DLink Routers, Harmonic EDFA Amplifiers, Wave and Time Division Multiplexers, ONT, OLT, TDM Switches, and the Wavesmith ATM Switch.

Dallas/Fort Worth Area

As an advanced technical support specialist I was responsible for resolving customer issues with their cellular services and improve customer satisfaction scores. I assisted customers with Sprint’s smart phones telecommunication and internet provisioning problems and user errors. I managed handset bios compatibility issues by insuring customers’ devices were up-to-date, i.e. able to support the services ordered. I chose to seek other employment when the position morphed to require “up-selling of products and services” and specific monthly sales revenue requirements.

Irving, Texas

As the Corporate technical trainer I worked closely with the Human Resources department to develop and deliver a “New Hire” 4 day training workshop. Working with the managers and director of technical services I designed and deployed several instructor led courses for various levels of expertise for our technical support personnel. The courses I was instrumental in developing included; basic and advanced technical support of the Evercom/Securus inmate calling platforms; Introduction to Telecommunications, and Introduction to VoIP (Voice over IP). I collaborated with the CompTia Corporation in designing and successfully delivering a customized CompTia Network Plus Certification program where I trained all of the Securus Field Support Installation personnel with a 90% success certification ratio. My position was eliminated due to a sale/rift resulting in a reduction of 65% of the staff, as new management transitioned to a less-demanding client support platform.

Irving, Texas

I was responsible for direct customer support for four Securus Technology inmate telephone platforms, CAM, DCB, OMNI and DCM. Assisted our field service technicians and provided detailed troubleshooting and problem resolution for our customers. I maintained ownership and accountability for each problem reported to me, each trouble ticket was addressed and resolved within the defined service level agreements. I also supported and resolved escalation issues from level II technicians, and consulted with fellow level III technicians for possible solutions.

Dallas/Fort Worth Area

As a contract instructor I was responsible for training Verizon Fiber Solution Centers customer service agents and network technicians on the current West and East (FTTP) Fiber to the Premise end-to-end ordering systems architecture for Voice, Data, and Video Systems. Systems trained were COFEE, COG, NOCV, SSP, SQE, IGO, IVAPP, EMS, BAAIS, AAIS, STORC, AWAS, CAD, DELPHI, and VREPAIR. I also trained customer service agents and network technicians on the FTTP Network Architecture for Data, Voice and Video. This training course included overall operations/troubleshooting of Juniper, Cisco, DLink Routers, Harmonic EDFA Amplifiers, Wave and Time Division Multiplexers, ONT, OLT, TDM Switches, and the Wavesmith ATM Switch. This contract position expired mid-year 2005.

Flower Mound, Texas

During this time my wife had been diagnosed with oral cancer and I chose to seek employment closer to home to assist with her care and medical needs. This convenience store was located two blocks from our home and I could respond quickly if needed. As manager I managed 13 direct reports and daily operations of the business. Included in the responsibilities was the hiring, termination, performance reviews for store personnel and location inventory. I was instrumental in creating a new inventory control program to track our nearly six hundred thousand dollars store products and an additional fifty thousand dollars of fuel. My store consistently has the highest profit store in the One Stop Food chain and successfully passed the monthly audits with less than 1% theft, breakage, or drive offs for each month I was employed.

Dallas/Fort Worth Area

S.E.T.S. (Special Education Tracking System) I worked with the local project champion and the Dallas Independent School District representatives to insure the needs of the school district were met while abiding with local and federal laws governing the tracking of special needs children within the district. I was responsible for meeting with DISD officials to insure accuracy and data tracking needs were met. As a liaison, I passed requirements to the 4GL programming department in Baltimore Maryland. Once the program design and software interfaces were completed and in place I successfully trained all Principles and Vice Principals in the school district on using the new S.E.T.S program. Once final modifications to the program were implemented an additional 1200 special education teachers and diagnosticians were successfully trained. This project assisted in keeping the DISD in compliances with State and Federal laws thus allowing for funding of each child in the district diagnosed with special education needs. The budget for programming and training on this project ended upon completion..

I worked exclusively with Nortel’s product development managers to produce an accurate estimate of the work required and to resolve any specification inconsistency’s concerning proposed functionality. Upon resolution, the project was advanced to the technical writers to insured a timely rollout. They designed the product curriculum and training as specified in the SOW (Statement of Work). I was responsible for delivery of the network design, operational, and maintenance aspects of the Nortel Passport Switch products 1000/6000/7000/8000 to our global customers. The 8 week course covered the intricacies of; Inter LAN Switching, ATM, Frame Relay, X.25. Passport network design and provisioning were covered in-depth for the successful implementation of voice, video and data enterprise solutions for the diverse companies attending the course. I insured the classroom, lab equipment, and communication channels T-1 & OC-3 MPLS circuits were cut-in and staged with redundancy for the successful completion of each class. Because of the variety of students (some not speaking English very well), many times I improvised lectures with innovative ways to deliver the course material to insure customer understanding & satisfaction. This job involved 80% global travel. Our training department was reduced after 9/11. The trend to train employees at offsite facilities diminished. Due to lack a lack of students enrolled in courses, I was let go.

Greenville, South Carolina

I was hired as a contract trainer to fulfill contractual obligations between New Horizons and the state of South Carolina’s Department of Education. I was responsible conducting Novell’s NetWare 5.1 network administration and advanced administration courses to over 200 Network Administrators at facilities specified by the client. I also trained 100 senior Department of Education data and telecommunication engineers on the provisioning, administration and maintenance of Cisco Systems middle tier TCP/IP Switches and insured the understanding of the routing protocols and quality of service requirements for VoIP (Voice over Internet Protocol). Contract ended mid-2000.

Manager / Technical Instructor, Microsoft / NovellResponsible for teaching a variety of Microsoft, Novell and Cisco authorized courses to students in the Irving, Texas training center or other training locations as required. Insuring the classroom and equipment are in working order. Providing new innovative ways to deliver the course material to insure customer satisfaction. Continuing technical telephone support for all former student base.

B.S, Information Systems And Network Security

Bachelor's Degree

Associates, Computer Electronics