James Rimpson
Florissant
Summary
Network technician and software/hardware support specialist with 19 years of cumulative training and experience. Skilled in meeting objectives for fault and performance management, providing 1st and 2nd level technical support for call processing, network elements, conferencing platform, environmental alarms, and transport facilities. Strong communication skills with a proven ability to lead teams.
Overview
24
24
years of professional experience
1
1
Certification
Work History
Retail Sales Consultant
AT&T
07.2019 - Current
- Offered each customer top-notch, personal service and polite support to boost sales and customer satisfaction.
- Answered product questions with up-to-date knowledge of sales and store promotions.
- Determined solutions for clients promptly and professionally.
- Answered customer questions regarding merchandise and pricing.
- Educated customers on product and service offerings.
- Trouble shoot and resolve any issues with Apple products.
- Trouble shoot and resolve any issues with Android products.
- Manage store displays and layouts of products.
- Provided every customer with professional and polite support for sales and service needs.
- Answered product questions with up-to-date knowledge of sales and store promotions
- Identified and resolved complex issues by applying advanced analytical and troubleshooting strategies
- Determined solutions for clients promptly and professionally
- Provided accurate information about promotions, customer programs and products, helping drive high customer retention
- Increased sales and customer satisfaction through personalized servicing
Executive Escalations/OOP
AT&T
09.2010 - 07.2019
- Manage escalations from Office of the President and Senior management Coordinate internal and external departments for fixed resolutions.
- Manage escalations for dial tone and DSL internet services.
- Resolved customer questions issues and complaints.
- Developed rapport with the customer base by handling difficult issues with professionalism.
- Provided detailed weekly departmental reports and updates to senior management.
- Monitor the weekend activities of 10 technician support teams.
- Diagnosed network problems involving a combination of hardware, software, power and communications issues.
- Provision circuits and trouble shoot with external departments.
Network Center Technician
AT&T
04.2001 - 10.2010
- Analyzed software, hardware and network systems for various transmission systems.
- Managed all switches, routers, firewalls for Nortel & Alcatel switching equipment.
- Acted as primary contact for computer hardware and software problems, as well as network emergencies.
- Identified, reported and resolved network security violations.
- Managed application patches, data backup, security changes and network configuration.
- Tested and troubleshot new versions of V.O.I.P.
- Software.
- Responded to all client requests for technical support by phone, email and the inter-office chat service.
- Diagnosed network problems involving a combination of hardware, software, power and communications issues.
- Replaced boards, changed servers and loaded and tested software applications.
- Assisted with the development of training procedures for Alcatel switches company wide.
- Maintain generators,fuel tanks and UPS batteries for reserve power in the event of power failures.
Education
Bachelor of Science - Cyber Sercurity
Lindenwood University
Saint Charles, MO12-2025
Associate of Applied Science - Telecommunications/Microprocessor
Pinnacle Career Institute
Kansas City, Missouri12.2000
Skills
- Analysis and problem solving
- Analytical thinker
- Business Case Development
- Customer Service Management
- Customer Support Operations
- Networking/Communication Hardware
- Network Operations
- OPUS
- Telegence
- Fault Management Systems
- Good verbal/written communication skills
- Clarify
- Problem Management Process
- TORCH
- Quality Management
- Voice Networks
Activities and Honors
Member of Hacemos and Community Network. Service Excellent Award.
Certification
Initial Power Training, Agile development, V.O.I.P, I.P. Fundamentals, Lucent 5e Admin, CNI hardware Maintenance, Lucent 5e switch basics, CM Hardware Maintenance, Lucent 5e switch Maintenance, Switch Surveillance, System Fundamentals Long Term Analysis of a Lucent 5e Switch, Lucent 5e Switch maintenance, Lucent System Recovery , System Analysis, Nortel DMS Super node Basic System Maintenance, Broadband Test Systems, Broadband Network Management System & Provisioning, Windows NT.
Timeline
Retail Sales Consultant
AT&T
07.2019 - Current
Executive Escalations/OOP
AT&T
09.2010 - 07.2019
Network Center Technician
AT&T
04.2001 - 10.2010
Bachelor of Science - Cyber Sercurity
Lindenwood University
Associate of Applied Science - Telecommunications/Microprocessor
Pinnacle Career Institute