Summary
Overview
Work History
Education
Skills
Timeline
Generic

Shawn Detiveaux

Van Horn

Summary

Marine Corps veteran. Twenty years of technical computer and telecommunications experience. Experienced in designing, engineering a vast array of circuit types, as well as managing customer accounts. Seeking a position in the telecommunications or oil industry that will make full use of my extensive supervisory and organizational abilities that provides opportunity for growth and additional responsibilities. Intelligent, professional, energetic individual and confident that my experience, interpersonal skills, and ambition qualify me as an ideal candidate for a position with your company.

Overview

32
32
years of professional experience

Work History

Customer Service Representative

Qualfon
09.2024 - Current
  • Inbound calls for Centurylink customers migrating from copper to fiber.
  • Placing orders in Salesforce and engineering system. Orders for Gig Ethernet, Gpon, Gfast

Technician

Solv Solar Technician
03.2024 - 08.2024
  • Service and maintenance of solar field and inverters.

Customer Service Representative

Qualfon
10.2021 - 02.2024
  • Inbound calls for Centurylink customers migrating from copper to fiber.
  • Placing orders in Salesforce and engineering system. Orders for Gig Ethernet, Gpon, Gfast

Shop Hand

Black Gold Rental Tools
11.2018 - 10.2021
  • Repair of drilling heads and various oilfield drilling equipment. Forklift certified

Regional Generator Field Technician

Enchanted Rock LTD
05.2015 - 09.2018
  • Complete weekly site inspections to ensure generators are running at full capacity, perform regular maintenance as scheduled, troubleshoot with Volvo Vodia equipment, repair electrical, software, and mechanical malfunctions in generators, schedule out of scope repairs, create and update standard operation procedures.

Customer Care Manager

Level 3 Communications
11.2010 - 05.2015
  • Single point of contact, taking care of all customer needs in regard to installation of new networks, network changes, expedite/escalation and billing. Working with sales, entering new/change orders in Salesforce, generating quotes. Acts as the single point of contact for assigned customer accounts which typically have a large revenue scope, have complex product needs, or require significant project manage ment due to the size of the organization. Proactively manages the customer's service needs to ensure the highest levels of customer satisfaction and that their expectations are met. Promotes revenue growth, retention, and overall customer satisfaction. Responsible for managing large and complex customer implementation projects which includes but is not limited to creating and maintaining detailed project schedules, tracking the project's financial state, understanding unique aspects of projects as well as understanding technical and operational specifications

Senior Circuit Design Engineer / Team Lead

Level 3 Communications
10.1999 - 10.2010
  • Circuit Design Engineer/Team Lead responsible for managing, tracking and verifying the circuit design process from order receipt to circuit turn up.
  • Activities include: ordering CAP/LEC services, designing circuits across multiple network, coordinating with CCM team (Install Project Managers), Field OPS, deployment teams and CTI (Testers) to ensure clean test and turn up and provide troubleshooting when necessary.
  • Team Lead/Management experience: Serve as lead for Central design team and train personnel in technical job functions related to circuit design
  • Supervise the training and activities of 10-12 employee owners at a time
  • Manage orders through installation process to ensure accurate, timely provisioning and delivery
  • Proactively communicate critical dates and installation status to the CCM and Sales account team.
  • Responsible for circuit migrations and network optimization including design, determining cut points, customer notification and coordination with 3rd party vendors as well any internal parties involved
  • Design high-level IRU and Optical services for Carrier and Business/National markets.
  • Interface directly with Network Planning and Engineering on issues that require design involvement (such as deployment of new equipment and tributary reconfigurations) in order to support customer circuits and meet customer due dates
  • Correct and maintain database integrity and inventory based on requests and updates from Field Operations and the National Operations Center.
  • Provided Granite training and design

Local Provisioning Specialist

MCI Worldcom
09.1998 - 10.1999

Personnel Security Chief

United States Marine Corps
01.1994 - 08.1998
  • Arlington VA 22210 Commandant's Special Security Communications Center. Title - Personnel Security Chief

Education

High School Diploma -

Odessa High School
Odessa, TX
05-1993

Skills

  • Customer service
  • Active listening
  • Critical thinking
  • Data entry
  • Customer relations
  • Problem resolution
  • Call center experience
  • Computer proficiency
  • Conflict resolution
  • Complaint handling
  • Professional telephone demeanor
  • Customer satisfaction measurement
  • Client relations
  • Call center operations
  • Call management
  • Product knowledge
  • Appointment scheduling
  • Paperwork processing

Timeline

Customer Service Representative

Qualfon
09.2024 - Current

Technician

Solv Solar Technician
03.2024 - 08.2024

Customer Service Representative

Qualfon
10.2021 - 02.2024

Shop Hand

Black Gold Rental Tools
11.2018 - 10.2021

Regional Generator Field Technician

Enchanted Rock LTD
05.2015 - 09.2018

Customer Care Manager

Level 3 Communications
11.2010 - 05.2015

Senior Circuit Design Engineer / Team Lead

Level 3 Communications
10.1999 - 10.2010

Local Provisioning Specialist

MCI Worldcom
09.1998 - 10.1999

Personnel Security Chief

United States Marine Corps
01.1994 - 08.1998

High School Diploma -

Odessa High School

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