Jonathan Lucius
Pflugerville,TX
Summary
Dynamic Systems Technician with AT&T, skilled in network troubleshooting and problem-solving. Proven track record of enhancing customer satisfaction through effective communication and technical expertise. Adept at hardware installation and maintaining a safe work environment, consistently delivering exceptional service and streamlining processes for improved efficiency.
Overview
19
19
years of professional experience
Work History
Systems Technician
AT&T
07.2021 - Current
- Submitted daily paperwork to record completed jobs and related information.
- Used multimeters for volt and OHM readings and circuit analysis.
- Installed and wired system devices using standard product setup and electrical knowledge.
- Analyzed blueprints and drawings for job site planning.
- Estimated numerical length of runs during new service installations.
Customer Service Technician
AT&T
11.2012 - 07.2021
- Delivered exceptional customer service through clear communication and empathy during challenging situations.
- Utilized strong problem-solving skills to identify the root cause of problems quickly and efficiently find solutions.
- Demonstrated exceptional attention to detail when documenting customer interactions and troubleshooting steps taken, leading to more efficient resolutions for future cases.
- Enhanced customer experience with personalized assistance and product recommendations.
- Participated in ongoing training opportunities to stay current on industry trends and emerging technologies relevant to the Customer Service Technician role.
- Provided remote support to customers, diagnosing and resolving technical issues effectively.
- Improved customer satisfaction by addressing and resolving technical issues in a timely manner.
- Streamlined troubleshooting processes for increased efficiency and reduced service times.
- Acted as a liaison between customers and other departments within the organization to ensure effective resolution of complex issues.
- Identified recurring technical issues, providing feedback to improve product quality and minimize future problems.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Premises Technician
AT&T
11.2006 - 11.2012
- Provided exceptional customer experiences while installing or repairing services in both residential and commercial settings.
- Maintained company vehicle and company equipment.
- Maintained a safe working environment by adhering to safety protocols and using the appropriate tools for each task.
Skills
- Network troubleshooting
- Wireless networking
- Hardware installation
- System maintenance
- Teamwork and collaboration
- Problem-solving
- Time management
- Attention to detail
- Problem-solving abilities
- Dependable and responsible
- Multitasking Abilities
- Reliability
- Critical thinking
- Troubleshooting skills
- Decision-making
- Stress tolerance
- Quality testing
- Telecommunications
Timeline
Systems Technician
AT&T
07.2021 - Current
Customer Service Technician
AT&T
11.2012 - 07.2021
Premises Technician
AT&T
11.2006 - 11.2012