Summary
Overview
Work History
Education
Skills
Timeline
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Rickey Johnson

Dallas

Summary

Dedicated and detail-oriented professional with over 23 years of experience at AT&T, specializing in data entry, customer service, remote testing of Digital and analog circuits, and management. Proven Ability to streamline processes, enhance customer satisfaction, And lead teams to achieve organizational goals. Excels in high-pressure environments and adapts quickly to new technologies

Overview

23
23
years of professional experience

Work History

Manager Customer Service Center / Senior Data Entry Specialist

AT&T
01.2021 - 01.2023
  • Managed data entry processes, ensuring accuracy and efficiency across various systems
  • Provided exceptional customer service, resolving inquiries and issues promptly, leading improvement in customer satisfaction scores
  • Team performance evaluation on each member each month
  • Weekly meeting with the team on new processes
  • Worked Remotely

Field Load Analyst Manager/Data Entry Specialist

AT&T
01.2016 - 01.2021
  • Conducted morning meetings with Field Tech Managers for workloads
  • Assigned equal workload to field techs per availability
  • Spoke with techs pertaining to jobs assigned
  • Reassigned jobs to techs due to customer business outage down time
  • Spoke with customers for person of contact for field tech information
  • Preassigned techs workload for next day
  • Worked Remotely

Network Center Technician

AT&T
01.2004 - 01.2016
  • Analyze circuit layout and design per customer request
  • Designed Analog, DS0, DS1 DS3 circuits assisted Central Office and Field Tech pertaining to equipment to install
  • Circuit design provisioning and part ordering
  • Designed circuits for Southwest and Midwest Regions

Network Center Technician

AT&T
01.2000 - 01.2004
  • Remote troubleshooting of Analog, DS0, DS1, DS3, Optical,Multi-Optical Networks Used WFA (Workforce Admin) ticket generating , REACT2001 (Remote Access for troubleshooting) with remote computer access to isolate issue in customer’s complete network
  • Used NMA (Network Monitoring Access) to detect alarms and issue prior to customer’s awareness of any problems
  • Operated GRETA (GUI interface with WFA) for visual isolation on computer screen and precise dispatching to exact location
  • Remotely accessed Hekemian test equipment placed in Central Offices to access telecommunication networks for monitoring and troubleshooting isolation
  • Conducted TIRKS (Record Line Data Information) to access customer records with privacy guidelines enforced
  • Applied exceptional communication skills through taking calls from clients (internal and external) generating trouble tickets, isolating telecommunications networks and dispatching technicians for timely repairs
  • Performed Digital Cross Connects remotely using FLEXCOM applications and NRS (Network Reconfiguration Systems) to change customer’s networks upon request
  • Isolated using Tellabs equipment on Analog resistive multi-point bridges
  • Proactively used customer service skill by taking inbound and making outbounds calls, reviewing customer accounts, and determining their business needs

Education

Associate Degree - Electronic Engineering

ITT
Arlington, Texas
01.1987

Skills

  • Team leadership
  • Project management
  • Strategic planning
  • Resource allocation

Timeline

Manager Customer Service Center / Senior Data Entry Specialist

AT&T
01.2021 - 01.2023

Field Load Analyst Manager/Data Entry Specialist

AT&T
01.2016 - 01.2021

Network Center Technician

AT&T
01.2004 - 01.2016

Network Center Technician

AT&T
01.2000 - 01.2004

Associate Degree - Electronic Engineering

ITT

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Rickey Johnson