Christopher Beaty
Brockport ,NY
Summary
Over 10 years in the Telecom industry with a proven track record. A strong team player that works with little to no supervision. Excellent abilities in exploring new technologies and systems to find quick solutions.
Overview
15
15
years of professional experience
Work History
Telecom Analyst / MDM Specialist
KORE Wireless
03.2018 - Current
- Provide high technical customer support via ticket and email-based support queue
- Gained expert knowledge in Managed device software and 3rd party web-based portals
- Conducted extensive research to identify issues in device related issues, informing strategic decision-making efforts.
- Increased customer satisfaction by providing timely support and resolving technical issues, often with time zone and availability restrictions
- Device research and analysis, providing recommendations based on customer requirements
- Ability to work independently when given objectives and produce results in a timely manner
- Keeping up to date of system status for other employees within the company so customer satisfaction is maintained
NETWORK SUPPORT ENGINEER
ShoreTel
02.2017 - 10.2017
- Troubleshoot, repair and assist end users with VoIP phone systems and components
- Provide expert remote support with a Cloud based network system
- Replicate customer issues in a controlled environment and detect any engineering defects
- Knowledgeable in all Shoretel based products across multiple systems and platforms
- Maintain high levels of customer satisfaction both over the phone and through text/email-based support tickets
NETWORK ANALYST / TECH EXPERT
Verizon Wireless Communications
02.2014 - 02.2017
- Meet and exceed performance metrics dealing with call times, repeat percentage, calls per day and adherence
- Examine cellular data and look at mobile trends to look for any network irregularity
- Resolve trouble tickets in real time consistently having lowest average handle time in the country
- Maintain a 97% customer satisfaction survey throughout the year
- Resolve hardware and software mobile devices issues in a real time environment
- Troubleshoot various cellular devices such as cell phones, tablets, home internet and VOIP phones
INSTALLATION TECHNICIAN
Time Warner Cable
09.2009 - 06.2014
- Ability to work productively in a non-direct supervisor environment
- Won Time Warner MVP and Summit Award in 2011 for exceptional customer service and commitment
- Commercial and residential service and installation of cable TV, internet, phone services and home networking devices
- Maintain excellent quality control average, on-time arrivals, low repeat percentages and high job completions
- Cable hardware repair and integration of customer equipment with Time Warner systems
- Experience climbing ladders and telephone poles in excess of 30ft in various weather conditions
Education
Bachelor of Arts - International Business and Economics
STATE UNIVERSITY OF NEW YORK COLLEGE AT BROCKPORT
Brockport, NY08.2007
Skills
- Cross-Functional Team Collaboration
- Mobile Device Management
- Quality Assurance Testing
- Teamwork and Collaboration
- Customer Service
- Problem-Solving
- Attention to Detail
- Problem-solving abilities
- Multitasking
- Excellent Communication
- Organizational Skills
- Field installation
- Technical Troubleshooting
Timeline
Telecom Analyst / MDM Specialist
KORE Wireless
03.2018 - Current
NETWORK SUPPORT ENGINEER
ShoreTel
02.2017 - 10.2017
NETWORK ANALYST / TECH EXPERT
Verizon Wireless Communications
02.2014 - 02.2017
INSTALLATION TECHNICIAN
Time Warner Cable
09.2009 - 06.2014
Bachelor of Arts - International Business and Economics
STATE UNIVERSITY OF NEW YORK COLLEGE AT BROCKPORT
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