Jonathan Hansen
Oshkosh,WI
Summary
Agile and adaptable staff leader with stellar work history, motivational approach and upbeat nature. Skilled at training employees and leveraging organized approaches to handle daily planning, scheduling, and customer service requirements. Forward-thinking and industrious with diplomatic communication style focused on maximizing engagement and satisfaction.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Associate Manager - Field Services
TDS Telecom-Appleton, WI
01.2023 - Current
- Built and managed a team of field service technicians from ground zero
- Manage MDU build projects to ensure on-time delivery
- Dispatch and allocate resources to remedy emergency outages
- Provide training classes and resources to ensure the team is operating efficiently and effectively in all situations
- Keep fiber maps and documentation updated, editing when changes are made
- Helped in the launch of 5 major markets and counting
- Helped grow these markets to over 32,000 customers and counting.
- Mentored and supported 12 Field Service department employees to create strong workplace culture.
- Oversaw training and onboarding process for all newly hired employees within Field Services.
- Invited to join TDS-U, a prestigious invite-only internal mentorship program designed to shape the next generation of senior leadership
In Home Expert
AT&T-Appleton, WI
03.2022 - 01.2023
- Attend internet installation appointments with the intent to sell additional services on the spot
- Manage leads utilizing CRM Software
- Maintain relationships with customers beyond the sale for referral opportunities
- Consistently exceeded sales goals of 25 units per month, with most months exceeding 50 units.
- Built strong rapport amongst the team to instill collaboration.
- Excellent communication skills, both verbal and written.
- Exercised leadership capabilities by successfully motivating and inspiring others.
- Paid attention to detail while completing assignments.
- Self-motivated, with a strong sense of personal responsibility.
Field Service Technician IV
Spectrum (Charter Communication LLC)-Appleton, WI
08.2021 - 03.2022
- Install and service residential and business customers
- Manage and prioritize works orders per business needs
- Find quick and creative solutions to complex problems
- Train and mentor new employees.
- Operated hand tools and power equipment according to company safety procedures.
- Reviewed technical documentation to complete equipment maintenance and repair.
- Maintained company field response vehicle stocked with repair and replacement parts valued over $30,000.
- Responded quickly to emergency maintenance requests for timely on-call support.
Field Service Technician
Suburban Enterprises-Appleton, WI
03.2021 - 08.2021
- Install structured cabling in newly constructed office buildings
- Install and service access points throughout commercial buildings according to wireless surveys and maps
- Install and service IP cameras and VoIP solutions
- Install and service security and fire alarm systems
- Run structured cabling and install networking components related to industrial applications using IoT and edge computing.
- Discussed and recommended service options with customers and explained costs involved.
- Operated hand tools and power equipment according to company safety procedures.
- Reviewed aspects of job upon completion to alleviate equipment failure and prevent callbacks.
- Reviewed technical documentation to complete equipment maintenance and repair.
- Followed safety procedures to avoid injuries in field.
- Established positive customer relationships by providing punctual, cost-effective solutions.
Sales Representative / Business Ambassador
AT&T-Appleton, WI
01.2018 - 03.2021
- Sell and upsell customers who entered the retail store for service
- Built a successful business sales strategy and implemented this strategy across multiple stores
- Meet with business and government decision makers and utilize a consultative selling approach for our business and FirstNet services.
- Greeted customers and offered assistance with selecting merchandise, finding accessories and completing purchases.
- Contributed to team objectives in fast-paced environment.
- Negotiated prices, terms of sales and service agreements.
- Gained customer trust and confidence by demonstrating compelling, persuasive and composed professional demeanor.
- Consulted with businesses to supply accurate product and service information.
- Met existing customers to review current services and expand sales opportunities.
DirecTV Technician
DirectSat USA-Hobart, WI
09.2013 - 01.2018
- Install and service satellite systems for both residential and commercial accounts.
- Performed troubleshooting and diagnosis on malfunctioning equipment.
- Isolated the root cause of sub-optimal performance and remedied.
- Became a Tier 3 service technician, tasked with the most difficult of repeat service issues to ensure permanent solutions were implemented.
Education
High School Or Equivalent -
Oshkosh West High School
Oshkosh, WI06.2013
Skills
- Communications
- Low-Voltage Electrical (8 years)
- Satellite Installation (4 years)
- Customer service
- Leadership
- Mentoring
- Software troubleshooting
- Team management
- Department Oversight
- Results Analysis
- Customer rapport
- Financial Management
- Public Speaking
- Project Management
- Operations Management
- Staff Management
- Staff Training and Development
Certification
- CompTIA A+, 01/01/24, 01/01/27
- Driver's License
- CompTIA Network+
Personal Information
Title: Associate Manager
Timeline
Associate Manager - Field Services
TDS Telecom-Appleton, WI
01.2023 - Current
In Home Expert
AT&T-Appleton, WI
03.2022 - 01.2023
Field Service Technician IV
Spectrum (Charter Communication LLC)-Appleton, WI
08.2021 - 03.2022
Field Service Technician
Suburban Enterprises-Appleton, WI
03.2021 - 08.2021
Sales Representative / Business Ambassador
AT&T-Appleton, WI
01.2018 - 03.2021
DirecTV Technician
DirectSat USA-Hobart, WI
09.2013 - 01.2018
- CompTIA A+, 01/01/24, 01/01/27
- Driver's License
- CompTIA Network+
High School Or Equivalent -
Oshkosh West High School
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