Germain Proctor
Cockeysville,MD
Summary
Accomplished Service Technician with a proven track record at Verizon Communications Inc, excelling in technical support and client relationship management. Demonstrated adaptability and reliability through innovative problem-solving and enhancing customer satisfaction. Expert in preventive maintenance and quality assurance, significantly improving system performance and operational efficiency.
Overview
25
25
years of professional experience
Work History
Service Technician
Verizon Communications Inc
05.1999 - Current
- Maintained accurate records of service calls, customer interactions for State/Federal regulatory accountability purposes.
- Diagnosed and resolved complex integrated customer issues for implementation, add-on, maintenance and support of voice, data, video and FWA applications.
- Responded to customer inquiries quickly and professionally to increase satisfaction.
- Collaborated with other technicians to troubleshoot and resolve technical issues.
- Acted as team leader in group projects, delegating tasks and providing feedback.
- Worked closely with network administrators and engineers to deliver quality service.
- Managed time efficiently in order to complete all tasks within deadlines.
- Excellent communication skills, both verbal and written.
Education
Bachelor of Science - Mass Communications
Towson University
Baltimore, MDSkills
- Technical Support
- Time tracking
- Quality Assurance
- Preventive Maintenance
- Work with Minimal Supervision
- OSHA Requirements
- Client Relationship Management
- Adaptability
- Teamwork and Collaboration
- Reliability
Accomplishments
- Recognize by FWA SPOC for exceptional leadership in the successful deployment of FWA in the Mid Atlantic region.
- Demonstrated leadership as a Lead trainer of Installation and Maintenance technicians.
- Lead Collaborator across multiple Verizon Sales teams for FWA and FIOS.
Timeline
Service Technician
Verizon Communications Inc
05.1999 - Current
Bachelor of Science - Mass Communications
Towson University
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