Mark Egres
Waterford,MI
Summary
Experienced Customer Service Technician with expertise in network troubleshooting, equipment installation, and remote diagnostics. Known for resolving service issues quickly, explaining solutions clearly, and maintaining strong customer relationships.
Overview
25
25
years of professional experience
Work History
Customer Service Technician
AT&T
Pontiac, Michigan
06.2001 - 07.2026
- Resolved AT&T service issues for residential and business customers.
- Identified and resolved customer complaints within established timeframes.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
- Assessed customer needs and provided solutions promptly.
- Responded to customer inquiries via telephone, email and online chat services.
- Conducted regular follow ups with customers regarding outstanding tickets or unresolved queries.
- Explained repair steps and service options to customers clearly.
- Issued product and service recommendations according to specified queries.
- Offered custom troubleshooting to assist problem resolution and restore service levels.
- Diagnosed line faults using test tools and service records.
- Diagnosed system errors and network problems using remote access tools.
- Installed and activated phone, internet, and TV equipment.
- Installed, configured and tested operating systems, application software and system management tools.
- Tested functionality of hardware components such as keyboards, mice, monitors.
- Educated customers on how to use various products offered by the company.
- Recommended improvements in products, service and billing methods to management to prevent future problems.
- Participated in training sessions conducted by external vendors or suppliers for new technologies or products.
- Recommended improvements in products, service and billing methods to management to prevent future problems.
Education
High School Diploma -
Waterford Kettering
Waterford, MI05-1985
Skills
- Equipment installation
- Network troubleshooting
- Troubleshooting and diagnosis
- Remote diagnostics
- Line testing
- System configuration
- Telecommunications equipment
- Technical support
- Service calls
- Service order management
- Problem solving
- Troubleshooting techniques
- Customer relationship management
Timeline
Customer Service Technician
AT&T
06.2001 - 07.2026
High School Diploma -
Waterford Kettering