Michale Humphries
Star City,AR
Summary
Proven expertise in telecommunications and customer service, honed at AT&T and other leading companies. Excelled in hardware troubleshooting and empathetic client support, enhancing user experiences and resolving technical issues efficiently. Skilled in fiber and copper cable repair, demonstrating a keen ability to maintain composure under pressure. Achieved significant improvements in customer satisfaction and operational efficiency.
Overview
26
26
years of professional experience
Work History
Customer Services Technician
AT&T
Pine Bluff, AR
02.2008 - Current
- 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.
- Assisted customers with installation, configuration, and operation of software applications, ensuring optimal performance levels.
- Provided remote support to customers, diagnosing and resolving technical issues effectively.
- Participated in ongoing training opportunities to stay current on industry trends and emerging technologies relevant to the Customer Service Technician role.
- Identified recurring technical issues, providing feedback to improve product quality and minimize future problems.
- Maintained up-to-date knowledge of product and service changes.
- Trained new personnel regarding company operations, policies and services.
- Worked with local Engineer to downsize and made suggestions on rerouting cable and cable counts for the last 3 years.
- Efficient at reading cable prints in Waldo and Translore.
- Coodinate with Contractors to get work done in a timely manner.
- Coordinate and help Manager by running a cable crew.
Technician
M&K Industries
Monticello, AR
02.2007 - 02.2008
- Maintained a safe work environment by strictly adhering to established safety protocols and guidelines.
- Performed troubleshooting and diagnosis on malfunctioning equipment.
- Tested components and systems to evaluate performance and identify concerns.
- Installed Diesel Engines and other components in Navy boats.
Technician
Southern Star Industries
North Little Rock, AR
03.2006 - 02.2007
- Maintained a safe work environment by strictly adhering to established safety protocols and guidelines.
- Trained new technicians on standard operating procedures, ensuring consistency across the team.
- Performed troubleshooting and diagnosis on malfunctioning equipment.
- Maintained compliance with regulatory standards and safety requirements.
- Applied critical thinking and research to address complex issues.
- Inspected equipment to identify areas of wear or causes of malfunctions.
- Organized work to meet demanding production goals.
- Completed job reports and logs immediately following service calls.
- Installed and Repaired Dish Network Satellite Systems.
Maintenance Technician
Rice Land Foods
McGehee, AR
06.1998 - 03.2006
- Operated varied hand and power tools to complete repairs.
- Used problem-solving skills to alleviate issues efficiently with minimal supervision.
- Troubleshot equipment breakdowns and performed preventive maintenance.
- Followed work orders and specifications for machine and equipment replacement, repair, or maintenance.
- Followed safety protocols to minimize workplace accidents.
- Inspected and maintained equipment to keep items in top working condition.
- Completed daily, weekly, and monthly checklists on building equipment to maintain records of scheduled maintenance procedures.
- Quickly responded to internal service calls regarding malfunctioning equipment and completed repairs.
- Performed electrical and mechanical repairs of production equipment to minimize downtime.
Education
High School Diploma -
Mcgehee High School
Mcgehee, AR05.1998
Skills
- Telecommunications equipment
- Installations and repairs
- Hardware troubleshooting
- Documentation And Reporting
- Service Calls
- Equipment Installation
- Computer Skills
- Calm and Professional Under Pressure
- Product Knowledge
- Experience with working with both Waldo and Translore to measure and trace cable routes
- Fiber and Copper cable repair
- Ability to troubleshoot Fiber and Copper cables
Timeline
Customer Services Technician
AT&T
02.2008 - Current
Technician
M&K Industries
02.2007 - 02.2008
Technician
Southern Star Industries
03.2006 - 02.2007
Maintenance Technician
Rice Land Foods
06.1998 - 03.2006
High School Diploma -
Mcgehee High School