Summary
Overview
Work History
Education
Skills
Timeline
SeniorSoftwareEngineer

Leonard Johnson

Lead Service Engineer
Wyncote,PA

Summary

Seasoned Field Service Engineer with 40 years of experience in design, installation and maintenance of Telecommunications systems. Offering expertise in client rapport, project completion and unmatched troubleshooting skills.

Overview

9
9
years of professional experience

Work History

Lead Service Engineer

NWN Carousel
New York, NY
06.2016 - Current
  • Performed onsite installation, modification and maintenance of systems and equipment.
  • Collected Data Discovery from the offices for projects including migrations and upgrades to phone systems.
  • Ongoing troubleshooting of systems post-installation
  • Recommended design changes, upgrades and replacements to improve systems performance.
  • Trained personnel to align objectives, strengthen competencies and standardize operations.
  • Facilitated communication between office personnel, subcontractors and customers.
  • Managed administrative tasks such as maintaining customer service logs and internal service records.
  • Applied critical thinking and research to address complex issues.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Developed detailed documentation and technical manuals for telecommunications systems to comply with regulations.
  • Responded to customer calls and emails to answer questions about products and services.
  • Achieved high satisfaction rating through proactive one-call resolutions of customer issues.

IT Field Technician

Infinity Communications Solutions
New York, NY
07.2015 - 06.2016
  • Configured hardware, devices, and software to set up work stations for employees.
  • Diagnosed and troubleshot hardware, software and network issues.
  • Researched and identified solutions to technical problems.
  • Responded to customer inquiries and provided technical assistance over phone and in person.
  • Generated reports to track performance and analyze trends.

Lead Telecommunications Technician

TEKsystems
New York, NY
07.2014 - 07.2015
  • Installed and repaired network cabling, hardware and software to maximize operational efficiency.
  • Installed and configured new devices and system components.
  • Coordinated installation of new users and relocations of existing users.
  • Installed wiring, cabling and networking hardware on customer premises.
  • Planned layouts and ran cable into buildings and through walls, attics, and crawl spaces.
  • Read blueprints and schematics to correctly place equipment.

Education

GED -

Evander Childs High School
The Bronx, NY

Skills

  • Administrative and Office Support
  • Customer Service and Assistance
  • Product and Service Knowledge
  • Resolving Issues
  • Data Gathering
  • Document and Records Management
  • Understanding Customer Needs
  • Call Center Operations
  • Customer Rapport
  • Time Management
  • Multitasking and Organization
  • Troubleshooting

Timeline

Lead Service Engineer

NWN Carousel
06.2016 - Current

IT Field Technician

Infinity Communications Solutions
07.2015 - 06.2016

Lead Telecommunications Technician

TEKsystems
07.2014 - 07.2015

GED -

Evander Childs High School

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Leonard JohnsonLead Service Engineer