Joshua Hall
Edmond,OK
Summary
After working for AT&T Mobility for over 25 years, I am seeking a position which will use my experience and knowledge to benefit both my employer and me. I would like to advance according to my reliability, dependability and enthusiasm of my chosen career.
Professional in business customer service sector prepared to excel in this role. Proven history of resolving customer issues and ensuring seamless operations. Focused on team collaboration and achieving results, known for adaptability and reliability. Skilled in conflict resolution and customer relationship management.
Overview
23
23
years of professional experience
Work History
Advanced Solutions Customer Service Tier II Helpdesk - Business Customer Service Specialist II
AT&T Mobility
03.2017 - 03.2023
- March 2023 to the present - title changed to Technical Support Specialist
- As a TSS, I am currently part of the Advanced Solutions Care Tier II Helpdesk. As part of the ASCS Tier II Helpdesk, I am a liaison between the National Operations Center, the account team, sales team, customers, Tier III and Escalation managers. I have strong system knowledge. I communicate with customers via phone, email etc. when working their reported issues. I generate trouble tickets to obtain answers to their requests or inquiries concerning services and problem areas utilizing various systems and tools to assist customers. In my current position I troubleshoot and resolve customer impacting issues such as but not limited to voice and data issues that span multiple networks and interdependent network elements. I am trained to consider network conditions, connectivity devices, applications and provisioning, to handle less routine matters and more complex troubleshooting scenarios. I identify and track issues to assist in root cause elimination. It is my job to proactively engage Tier 3 support (network and IT) to address and resolve issues, and to engage third party vendors and suppliers as needed to address service faults and provide customer resolution.
Advanced Service Representative -Business Customer Service Specialist II
AT&T Mobility
03.2007 - 03.2017
- I have served as an Advanced Services Representative (ASR). As an ASR, I acted as internal (help desk) support for BCSS I, Customer Support Specialist 1 and external customers by providing detailed troubleshooting and education to representatives in areas such as billing, roaming, systems, equipment and network issues/outages and escalations. Was able to successfully work 3 chats at a time. Assisted management with feedback and coaching to other representatives. Processed unlock requests. Worked escalations.
Business Customer Support Specialist I
AT&T
08.2006 - 03.2007
- Answer customer/client requests or inquiries concerning services and products and report problem areas; utilize various systems and tools to assist customers; continually maintain a working knowledge of all company products and services. Troubleshoot and resolve customer impacting issues that span multiple networks and interdependent network elements, consider network conditions, connectivity, devices, applications, provisioning and billing. Provide support for products and services offered by the Company such as laptop connect services including air cards, USB devices, initial set-up, configuration of AT&T provided software and applications. Resolve issues resulting from direct inbound customer calls, transferred callers including calls from other call centers, trouble tickets or escalations.
National Business Ordering (NBO)
AT&T
09.2000 - 08.2006
- I provided many years of excellent customer service as a Front-End Representative. To do this, I processed new activations, credit analysis, add-ons, Non-AWS Orders, accessories, upgrades, returns, exchanges, customer on the moves, AWS order status, activation problems and sponsorship attachments. During this time, I stayed up-to-date with current P&Ps, system functions, listened and empathized with the customer to explore the best option to help them.
Education
Graduation Diploma -
Edmond Memorial HS
Skills
- Technical problem-solving and training
- Voice and data product management
- Experienced in network traffic monitoring with Wireshark
- Proficient in multi-system operations
- Experience in niche responsibilities
- Facilitate product incubation
- Adaptable to change
- Skilled in Microsoft Outlook communication tools
- Data analysis in Excel
- Oversee support activities
- Manage communication between customer and NOC
- Experienced with various AT&T proprietary platforms
Timeline
Advanced Solutions Customer Service Tier II Helpdesk - Business Customer Service Specialist II
AT&T Mobility
03.2017 - 03.2023
Advanced Service Representative -Business Customer Service Specialist II
AT&T Mobility
03.2007 - 03.2017
Business Customer Support Specialist I
AT&T
08.2006 - 03.2007
National Business Ordering (NBO)
AT&T
09.2000 - 08.2006
Graduation Diploma -
Edmond Memorial HS
AWARDS
Received many “You Make a Difference” Awards with compliments from customers due to providing excellent customer service., Received Many “Moment of Excellence” Awards from other representatives and managers with thanks for my willingness to assist.