APRIL JOHNSON
Customer Service/ Technical Support
Lafayette,LA
Summary
Dependable Technical Support representative with 23 years of helpdesk experience. Successfully assists end-users with complex technical issues. Communicates complicated concepts clearly and professionally handles wide-ranging questions.
Overview
23
23
years of professional experience
Work History
Technical Support
AT&T, LSA-HFC
Sacramento, CA
01.2000 - 01.2001
- Selected to be a member of HFC Repair Maintenance, Group (TSG)
- Provided Tier 1 troubleshooting on Voice (phone), Picture (TV), and Data (Internet)
- Generated, monitored, and closed troubles
- Search for exiting troubles in Remedy system
- Assigned trouble tickets to TEL-TRAC.
customer service
ADB/Fixed Wireless
01.1999 - 01.2000
- For maintenance and repair for Digital Broadband
- Generated trouble reports, dispatched technician, and maintained accurate logs
- Interfaced with technical support offices located in Redmond, WA and Dallas, TX
- Diagnosed, analyzed, escalated tracked and cleared trouble reports
- Acted as Supervisor In-Charge
- Specialized on technical aspects of ADB systems and equipment
- Performed Teir1 troubleshooting for LNP, IW SS7 routing, HSD, power supplies, CAT III and CAT V
- Tested and performed troubleshooting of facsimile machines answering machines and telephones.
UNE-P/TSR
01.1998 - 01.1999
- Generated trouble reports, entered and maintained accurate logs, dispatched technicians for repair
- Coordinated LEC and vendor meets
- Provided customer service for maintenance and repair for the UNE-P and TSR markets also assisted in training and coaching LSA's on systems and process procedures
- Acted as Supervisor In-Charge
- Managed and referred trouble reports to LEC's
- Performed and dispatched
- Diagnosed, analyzed, tracked, escalated, and cleared trouble reports
- Performed troubleshooting of maintenance and repair issue including inside wire, customer premises equipment, features, switch-related issues and network
- Interface Units.
Education
High School Diploma -
Fairfield High School
Fairfield, CA06.1985
Skills
- Able to navigate through Microsoft Office, Window XP, and ME
- Customer Service
- Call Center Operations
- Technical Troubleshooting
- Issue Troubleshooting
- Account Updating
- Product Troubleshooting
- Technical Support
- Complaint Resolution
- Information Protection
- Windows XP/Vista
- Appointment Scheduling
- Microsoft Outlook
- Account Management
- MS Office Proficiency
- Technical Documents Comprehension
References
References
References are available on request.
Timeline
Technical Support
AT&T, LSA-HFC
01.2000 - 01.2001
customer service
ADB/Fixed Wireless
01.1999 - 01.2000
UNE-P/TSR
01.1998 - 01.1999
High School Diploma -
Fairfield High School