July 2000 — Present
AT&T, Dallas, TX7/2000 - Present
Tech Support II (10 years)
·Advance technical support for over 7 million customers. Successfully complete 25+ calls per day to troubleshoot DSL, U-verse, CVOIP, POTS, IPTV, Billing, Internet and PC issues. Work successfully on Retention Trail Team with U-verse support specialist team.
·Assist in configuration of routers and WAN/LAN access.
·Skilled in remote PC control for diagnosis.
·Resolve desktop and communication problems.
·Familiar with Cisco VOIP products and services.
·Troubleshoot email and software issues.
·Knowledge of both Windows & Mac OS.
Business Representative (5 years)
·Single point of contact between Technicians and large business customers.
·Handled all customer telecommunication needs.
·Accounts included U.S. White House, Eqat, Yum.
·Responsible for bids, contracts, and deadline compliance,
·Received “Outstanding Customer Service Award” (4 times).
·Received “Overachiever Award”