FABIAN L RAWLS
Matteson,IL
Summary
Results-oriented IT and customer service professional skilled in resolving technology issues and enhancing customer support. Experienced in supervising and training teams, with a focus on documentation for software, hardware, and server solutions. Proven ability to collaborate effectively across all organizational levels to drive operational success.
Overview
36
36
years of professional experience
Work History
Meat/Produce Associate
Walmart Supercenter
Olympia Fields, IL
06.2025 - 12.2025
- Primarily responsible for maintaining the fresh food areas, including meat and produce, by stocking, rotating, and ensuring proper food safety and display standards are met.
- Assisted customers in finding specific items throughout the store. and responded to their product inquiries.
- Maintained fully stocked meat and produce sections with fresh products, ensuring organized and visually appealing displays.
- Rotated products regularly to ensure freshness and reduce waste. to ensure maintaining freshness and minimizing waste.
- Followed food safety guidelines to keep products safe for customers.
- Assisted customers with inquiries about products and services. with their needs, answering questions about products, and helping them find what they're looking for.
- Received and stocked new merchandise while participating in inventory counts and managing shrinkage.
- Prepared products by trimming, crisping, packaging, or scaling produce according to established standards.
Sr Associate Customer Service
AT&T
Arlington Heights, IL
04.2014 - 05.2024
- Central point of contact for PBX, Centrex, VoIP, Voice Mail, ACD, repair calls, feature functionality questions, complaints, escalations, and documentation.
- First point of contact for Customers for problem recording via high volume emails or telephone calls.
- Prioritize, process, dispatch, confirm and status customer repair requests.
- Open, dispatch, maintain status and ensure that repair work is closed/completed within the time frames specified in the contract.
- Closed repair requests and coordinated with software and repair technicians.
- Oversaw ticket management processes, ensuring timely resolution of escalated issues to enhance customer satisfaction.
- Handle customer complaints and expedite requests as needed.
- Invoke Local Exchange Carrier software and repair technicians to work the repair requests.
- Troubleshoot routers and circuits inside and outside equipment.
- Excellent knowledge on ESS, GPS. AOTS Remedy and a variety of other programs to complete tickets.
- Trained employees on contracts and software programs to improve service delivery.
- Teach customers in understanding feature applications for PBX, Hatteras/Ciena Ethernet equipment, Centrex and Voice Mail Setup.
- Developed Help Desk customer and product question scripts to streamline support interactions.
- Multi-task between 26+ customer contracts using various software programs (ServiceNow, Remedy, GPS, Business Direct), emails and telephone calls.
- When in Office/Remote we used Cisco and Avaya One X for calls.
- Interface with internal and external AT&T/Windstream or local vendor.
- AT&T Integration Services, Inc.
Key Technician/Merchandiser
Set and Services Resources
, IL
07.2013 - 02.2024
- Managed Key Kiosk with over 300 types of keys and accessories, ensuring availability and organization.
- Provided friendly service to customers for key duplication and accessories, addressing individual customer needs effectively.
- Maintained inventory by stocking shelves, servicing key machines, and cross-merchandising accessories.
- Supervised and trained store personnel on key activities, logged sales, and replaced missing or worn labels and racks.
- Assisted customers at Home Depot by providing product information and guidance.
Sales Associate
Home Depot
Chicago, IL
03.2012 - 07.2013
- Emphasized department and product knowledge by providing detailed information on product features and identifying related items to sell complete projects.
- Welcomed customers at the entrance to create a positive shopping experience. at the entrance to create a welcoming atmosphere., Qualified customers by assessing their needs and recommending suitable products. for every customer in department while assisting with basics in adjacent departments.
- I provided fast, friendly service by actively seeking out customers to assess their needs and helped.
- Maintained the in-stock condition of designated areas and ensured cleanliness, shippability, and safety.
- Coordinated with department supervisors, sales specialists, inventory management associates, and front-end associates to effectively meet customer needs.
- This includes ensuring customer satisfaction, driving sales, building sales skills and product knowledge, and maintaining safety, security, and integrity.
Rehabilitative Services Associate
Metropolitan Family Services
Chicago, Illinois
01.2007 - 01.2011
- Worked with adults experiencing mental illness residing in a Community Integrated Living Arrangement in the Southeast Chicago area and Southwest Suburban Chicago.
- Provided supportive services to program participants, enhancing their functioning and independence in activities of daily living.
- Monitored consumer medicinal intake.
- Monitored clients' glucose, blood pressure, and pulse levels during routine health assessments.
- Monitored living space and go over treatment plan.
- Linked clients with community resources and service providers to improve access to necessary support.
- Transported the residents to appointments and outings.
- Developed and delivered weekly basic computer training for consumers, improving their skills in computer knowledge, MS Office, internet use, and typing.
- Certified CPR/Healthcare Provider.
Lead PC/Server Technician
09.1997 - 10.2008
- Managed Call Manager and Unity Systems by adding different model phones, creating user/site profiles and adding numbers.
- Managed and monitored Cisco VOIP Phone Systems for the Call Manager and Unity system.
- Configured, tested and setup of Infrastructure consisting of over 70+ servers, 500+ PCs and printers.
- Setup Active Directory and Group Policies for Network Infrastructure.
- Setup, routers, switches, hubs, firewalls, SNMP, servers: TCP/IP, DNS, DHCP.
- Setup VMware test servers for Cisco Call Manager and Unity to problem solving and testing updates.
- Configured and troubleshot ADP programs, including eTime, eTimeSheet, and ReportSmith, to ensure seamless functionality.
- Cat5, Cat6 and Fiber Optics installation and Troubleshooting using Fluke Network Tools.
- Created standard images for Servers, PCs and laptops using Symantec Norton Ghost.
- Installed and troubleshot servers, PCs, and software programs across 28+ sites in Illinois to ensure operational continuity.
- Oversaw PC rollout and decommissioning processes to ensure efficient transitions.
- Supervised projects and off-site visits.
- Worked with site managers on new site setup (PC equipment, phone services).
- Researched, evaluated, tested, and setup software programs needed by Departments/Sites.
- Documented configurations and procedures for servers, PCs, laptops, and software programs to streamline support.
- Setup VTC and AV equipment for staff.
- Delivered first-level support for server issues.
- Provided 3nd level support on helpdesk calls for 500+ employees.
- Created Helpdesk tickets using Remedy Helpdesk Software and MySQL Database.
- Trained staff on software and PC equipment.
- Setup VMWare PCs, servers.
- Accomplishments (Part of Team):
- Completed server migration to Windows Server 2003 from NT/2000 (2004).
- Completed PC Migration to Windows XP from NT/W2000 (2005).
- Completed Phone Migration to Cisco VOIP (2005-2006).
- Completed General Office move (packed, moved and setup computer equipment, ie. servers, PCs, printers, switches, hubs, routers, and Cisco VOIP phones).
Computer Consultant
American Osteopathic Board of Emergency Medicine
Chicago, Illinois
01.1993 - 01.2003
- Created access databases and provided technical computer assistance to streamline data management.
- Recommended and set up computer equipment and software upgrades to enhance user experience.
Computer/Network Consultant
American College of Osteopathic Emergency Physicians
Chicago, Illinois
01.1995 - 01.2000
- Delivered technical support for network and computer systems, creating databases to enhance data management.
Administrative Assistant (Department of Administration)
American Osteopathic Association
Chicago, Illinois
01.1995 - 01.1997
- Setup materials for the AOA President, Board of Trustees (26 members), House of Delegates (500+ members), AOA Conventions (8,000+ attendees), and other meetings handled by the department.
- Coordinated hotel confirmations, ensuring correct setup of meeting rooms for Board and AOA Conventions; created badges for board, house, and staff members; set up computers for staff; organized convention exhibits and layouts; typed resolutions and reports for AOA organizations; mailed exhibitor prospectus; and performed various administrative tasks.
Intern Program Assistant (Department of Postdoctoral Training)
American Osteopathic Association
Chicago, Illinois
01.1993 - 01.1995
- Prepared and processed intern material for review by the Committee on Postdoctoral Training (COPT) according to established guidelines and in cooperation with the Training Administrator (prepared COPT action correspondence); learned AOA policies and procedures related to intern training.
- Responded to inquiries from student doctors, medical education directors, and hospital staff regarding intern training policies; processed and distributed Intern Registration Program materials, maintained accurate files, and coordinated major mailings with Training Administrator.
- Compiled and formatted reports for review by the Committee on Postdoctoral Training.
- Maintained permanent records regarding intern programs; maintained computer records for intern training and computer match.
- Created and maintained paper files of AOA-approved interns in training.
- Maintained files and computer records regarding broken contracts; acted as liaison between Membership, Information Services, and Division of Predoctoral Training for the updating of senior student database; maintained files for military and non-osteopathic interns, including correspondence with hospitals and program directors.
- Preparation of staff reviews for COPT agendas; updated and maintained all specialty training basic documents and annual reports.
- Managed budget and distributed computer and electronic equipment for AOA Technology Committee.
Word Processing (Department of Education)
American Osteopathic Association
Chicago, Illinois
01.1990 - 01.1993
- Prepared general correspondence, agendas, and special mailings for committees and task forces. Documented actions of the Committee on Postdoctoral Training, Advisory Board, and Board of Trustees.
- Executed data entry for the Committee on Postdoctoral Training and Committee on Medical Education, supporting efficient committee operations.
- Maintained and updated computerized files of programs, individual physicians, updated manuals and computerized certification files.
PC Specialist (MIS Department)
American Osteopathic Association
Chicago, Illinois
01.1997
- Distributed and set up CPUs, monitors, keyboards, and printers for staff and departments; installed hardware and software on all computer systems, ensuring functionality across various applications.
- Conducted system checks on PCs; trained staff on PC usage and software applications; supported colleagues in MIS department; purchased and configured new hardware and software; set up user email accounts and organized training sessions; prepared computers for Board of Trustees meetings and AOA Conventions; tested software and hardware prior to distribution; troubleshot PC hardware and software issues.
Education
Administering Cisco Call Manager and Unity Systems -
Global Knowledge
Schaumburg, ILImplementing, Managing, and Maintaining a Microsoft Windows 2003, Network Infrastructure -
Productivity Point International
Chicago, ILImplementing and Supporting Microsoft Windows XP Professional -
Productivity Point International
Chicago, ILDeploying Microsoft Windows XP Professional -
Productivity Point International
Chicago, ILAS/400 Operations -
Lakeview Advanced Solutions
Oak Brook, IllinoisPerformance Tuning -
Lakeview Advanced Solutions
Oak Brook, IllinoisCL/400 Programming -
Lakeview Advanced Solutions
Oak Brook, IllinoisTimeline
Meat/Produce Associate
Walmart Supercenter
06.2025 - 12.2025
Sr Associate Customer Service
AT&T
04.2014 - 05.2024
Key Technician/Merchandiser
Set and Services Resources
07.2013 - 02.2024
Sales Associate
Home Depot
03.2012 - 07.2013
Rehabilitative Services Associate
Metropolitan Family Services
01.2007 - 01.2011
Lead PC/Server Technician
09.1997 - 10.2008
PC Specialist (MIS Department)
American Osteopathic Association
01.1997
Computer/Network Consultant
American College of Osteopathic Emergency Physicians
01.1995 - 01.2000
Administrative Assistant (Department of Administration)
American Osteopathic Association
01.1995 - 01.1997
Computer Consultant
American Osteopathic Board of Emergency Medicine
01.1993 - 01.2003
Intern Program Assistant (Department of Postdoctoral Training)
American Osteopathic Association
01.1993 - 01.1995
Word Processing (Department of Education)
American Osteopathic Association
01.1990 - 01.1993
Administering Cisco Call Manager and Unity Systems -
Global Knowledge
Implementing, Managing, and Maintaining a Microsoft Windows 2003, Network Infrastructure -
Productivity Point International
Implementing and Supporting Microsoft Windows XP Professional -
Productivity Point International
Deploying Microsoft Windows XP Professional -
Productivity Point International
AS/400 Operations -
Lakeview Advanced Solutions
Performance Tuning -
Lakeview Advanced Solutions
CL/400 Programming -
Lakeview Advanced Solutions