CRAIG A. JOSEPH
Covington,GA
Summary
Detail-oriented IT professional with extensive experience in telecommunications, retail and customer service. Thorough Service Technician with commitment to superior service. Driven to consistently contribute value through impeccable work ethic and unending quest to achieve new service skills. Experience managing high-volume of service calls while maintaining quality and efficiency.
Overview
15
15
years of professional experience
Work History
Field Services Technician
AT&T CORP
01.2016 - Current
- Ensured the proper installation and troubleshooting of fiber and copper services, consistently delivering high-quality results in accordance with the company's outlined process.
- Tested and configured fiber and copper utilizing appropriate testing methods.
- Implemented effective strategies for identifying, mitigating, and resolving fiber and copper faults, effectively streamlining AT&T Management and Process (M&P), while ensuring seamless execution of fiber and copper drops from designated terminals to customer's premises.
- Ensured optimal functionality of AT&T's POTS and VoIP services.
- Maintained a high level of professionalism in all interactions with clients, consistently receiving positive feedback for exceptional service.
- Responded quickly to emergency maintenance requests for timely on-call support.
- Lead and coach a team of underperforming and new technicians in the field.
- Received AT&T's coveted Service Excellence Award in customer service in 2018 after consistently achieving the 90% target for two consecutive years.
- Maintained a consecutive streak of five years without any safety incidents, leading to the receipt of the Five Years Incident Free Safety Award.
Operations Manager
STAPLES, INC
01.2010 - 01.2016
- Contributed to talent development through involvement in hiring, coaching, and performance management processes.
- Implemented strategies for enhancing customer experience and maintaining uniformity in the store.
- Focused on enhancing associate performance by instilling a customer-focused approach, driving consultative sales techniques and promoting total solution offerings.
- Implemented proactive measures in collaboration with senior leadership to stay ahead of shifting customer needs and labor planning challenges.
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Facilitated improved business growth through effective communication bridge-building among associates storewide, particularly with Tech Sales Associates, Certified Techs, and other managers.
- Decreased loss during annual inventory while actively qualifying lead generation opportunities for two consecutive years.
- Led an empowered cross-functional team to achieve maximum performance with reinforcement of recognition tools as needed.
- Demonstrated commitment to corporate standards and regulations, fostering an environment of safe and efficient operations.
Education
Bachelor of Science - Information Systems And Cyber Security
COLUMBIA SOUTHERN UNIVERSITY
Orange Beach, AL01.2021
Associate of Applied Science - Electronics And Computer Technology
DEVRY UNIVERSITY
Decatur, GA01.2007
Skills
- Computer Assembly
- Network configuration
- System diagnostics
- VoIP Applications
- Desktop and laptop installations
- Installation and Repair
- Computer Troubleshooting
- System Upgrades
- Hardware and software installation
- Customer Service
- Virus Removal
- Device configuration
Timeline
Field Services Technician
AT&T CORP
01.2016 - Current
Operations Manager
STAPLES, INC
01.2010 - 01.2016
Bachelor of Science - Information Systems And Cyber Security
COLUMBIA SOUTHERN UNIVERSITY
Associate of Applied Science - Electronics And Computer Technology
DEVRY UNIVERSITY
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