ANGEL M. MORA

• Oversee the installation, provision, repair, and maintenance of customer equipment, SONET / network element hardware including bulk power plants and battery maintenance.
• Manage technicians as they mark, locate and protect the AT&T Legacy T and LNS fiber networks.
• Review technician performance and provide feedback and coaching to address performance issues.

• Cross-trained existing employees to maximize team agility and performance.
• Conduct safety and quality inspections to ensure high quality and safe performance by technicians.
• Work with dispatch to ensure that work is effectively assigned.
• Ensures that all technician training is completed.
• Receive technician grievances and resolve them at the step one level as appropriate.
• Handle issues related to union matter as necessary.
• Oversee the management of technicians which will include responsibility for their time reporting, payroll, on-call and vacation scheduling.
• May be responsible for utilizing management systems & Operational Control (MSOC) techniques to manage employee efficiency, performance and customer service.

• Accomplished multiple tasks within established timeframes.

• Demonstrated strong knowledge of all types of electrical components, their operations, specifications and proper testing methods.
• Maintained technology equipment by installing, configuring, diagnosing, repairing and upgrading all hardware and software to ensure optimal performance, by maintaining detailed documentation through all phases of development, testing and analysis to enhance organizational productivity.
• Consistently met deadlines and requirements for all production work orders.
• Ensured superior customer experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly. Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
• Identified and solved technical issues using variety of diagnostic tools and tactics.
• Answered incoming calls from large and small business customers on ASE Ethernet, ABF, and BVOIP products, by assisting in ticketing systems to manage and process support actions and requests.
• Explained to customers and demonstrated how specific system works.
• Hooked up systems to specified panel mountings of particular devices.
• Supported IT end-user concerns using troubleshooting and root cause analysis to resolve issues.
• Accessed electronic customer ticket system for tracking incidents, work orders and projects related tickets.