Summary
Overview
Work History
Education
Skills
Work Availability
Timeline
Customer Service Excellence Award 2014/2017
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Stephen Heath

Stephen Heath

Round Lake Beach,IL

Summary

Professional premises technician with comprehensive experience in managing and maintaining facilities. Strong focus on team collaboration and achieving results, ensuring reliability and adaptability to changing needs. Skilled in troubleshooting, repairs, and preventative maintenance with consistent track record of enhancing operational efficiency. Known for effective communication, problem-solving abilities, and commitment to safety standards.

Competent Telecommunications Technician bringing 17 years of experience installing voice, data, and other systems. Expert at equipment configuration and troubleshooting. Well-organized and resourceful with superior work ethic.

Overview

18
18
years of professional experience

Work History

Premises Technician

AT&T
05.2010 - Current
    • Provided exceptional customer experiences while installing or repairing services in both residential and commercial settings.
    • Maximized team productivity through collaboration with colleagues on complex installation or repair projects.
    • Contributed to company growth by consistently meeting or exceeding monthly performance targets for installations and repairs.
    • Prevented future service disruptions by identifying potential issues during routine maintenance checks and taking proactive measures to address them.
    • Supported new hires by sharing expertise on best practices for efficient installations or repairs, contributing to overall team success.
    • Exceeded client expectations for promptness in completing assignments while maintaining the highest level of workmanship standards.
    • Increased customer retention through professional communication, addressing concerns, and providing prompt solutions to problems.
    • Optimized network reliability through meticulous attention to detail when performing cable routing, splicing, termination, and testing tasks.
    • Installed and configured new devices and system components for U-Verse IPTV, High-Speed Internet Access, and VOIP services.
    • Improved customer satisfaction by efficiently troubleshooting and resolving technical issues with their home services.
    • Diagnosed and resolved complex integrated customer issues for implementation, add-on, maintenance and support of voice, data, VoIP, and IPTV applications.
    • Implemented training programs to improve knowledge and skills of new technicians.
    • Installed wiring, cabling and networking hardware on customer premises.
    • Installed/repaired both FTTN and FTTP circuits.
    • Showcased problem-solving abilities by tackling complex technical challenges and finding innovative solutions to address customer needs.
    • Demonstrated flexibility in adapting to changing client needs or project requirements without sacrificing quality or efficiency.
    • Built strong relationships with clients through excellent communication skills and an unwavering commitment to delivering high-quality service results.
    • Performed periodic system upgrades and maintenance to meet industry standards.
    • Planned layouts and ran cable into buildings and through walls, attics, and crawl spaces.
    • Expert Path Pro
    • Stayed up-to-date on industry advancements through continuous learning, attending training sessions, and pursuing certifications as necessary.

Cable Splicer

AT&T
11.2009 - 05.2010
    • Enhanced network reliability by performing routine maintenance and repairs on cable systems.
    • Coordinated schedules with other departments involved in large-scale projects, ensuring seamless collaboration throughout the process.
    • Demonstrated expertise in various splicing techniques for both copper and fiber optic cables, resulting in high-quality installations.
    • Contributed to a positive workplace culture by fostering open communication, teamwork, and professionalism among colleagues.
    • Increased efficiency in cable splicing tasks, utilizing state-of-the-art equipment and tools.
    • Read blueprints and schematics to correctly place equipment.
    • Performed preventive maintenance of telecommunications equipment.
    • Upheld industry standards for quality control by rigorously testing all newly installed or repaired cables prior to returning them to service.
    • Collaborated with other technicians to complete complex projects within tight deadlines, ensuring customer satisfaction.
    • Facilitated knowledge sharing among team members by leading regular training sessions covering best practices in cable splicing techniques and safety procedures.
    • Optimized network performance through the installation, testing, and troubleshooting of fiber optic cables.

Customer Systems Technician

AT&T
06.2008 - 11.2009
    • Applied technical knowledge of electronics principles to put equipment in operational condition and solve complex problems.
    • Collaborated with cross-functional teams to deliver seamless integration of new systems into existing infrastructure.
    • Contributed to company growth by consistently achieving high customer satisfaction ratings for service quality and timeliness of issue resolution. Awarded Customer Service Excellence Award twice.
    • Increased team productivity by sharing knowledge on best practices for troubleshooting common technical challenges.
    • Kept abreast of industry changes and advancements in technology, ensuring delivery of cutting-edge solutions tailored to customer needs.
    • Conducted thorough diagnostics to identify root causes of complex technical problems, ensuring accurate resolutions.
    • Interpreted basic technical drawings, diagrams and schematics.
    • Troubleshot and corrected malfunctions using specialized test and diagnostic equipment.
    • Installed/Repaired both copper/fiber circuits.
    • Maintained cable pairs both copper/fiber
    • Installed/Repaired POTS, DSL, and T1 circuits from SAI or CO to customer premises or business.
    • Installed, configured and maintained computer systems and network connections.
    • Responded to customer inquiries and provided technical assistance over phone and in person.
    • Diagnosed and troubleshot hardware, software and network issues.

Cable Splicer

AT&T
05.2007 - 06.2008
  • Contributed to a safer work environment by strictly adhering to safety protocols during cable installations and repairs.
  • Observed and promoted safety protocols while working in dynamic environments, including climbing poles and ladders, or entering manholes and cable vaults.
  • FTTN/FTTP cable splicing, plant conditioning. SAI cutovers, bonding and grounding.
  • Handled multiple simultaneous deployment projects against strict deadlines.
  • VRAD installation for U-Verse ADSL/VDSL services.
  • Conducted thorough inspections of existing cable infrastructure to identify areas requiring upgrades or repairs.
  • Worked closely with engineers for optimal and efficient installations of VRAD placements in relation to its SAI.
  • Spliced copper cables ranging from 50 pr to 3200 pr and sometimes bigger.
  • Assisted Lineman and Fiber crew with running fiber to these VRAD's.
  • Enhanced network reliability by performing routine maintenance and repairs on cable systems.
  • Managed inventory of supplies and tools necessary for efficient daily operations, minimizing delays due to missing resources.
  • Delivered exceptional service by responding quickly to emergency repair requests from customers experiencing outages or other network disruptions.
  • Improved team productivity with thorough training and mentoring of junior cable splicers.

Education

Bachelor of Science - Telecommunications

Pace University
New York, NY
04-2026

Associate of Applied Science - Industrial Electricity

Prairie State College
Chicago Heights, IL
05-2007

Skills

  • Fiber optic splicing
  • Customer service experience
  • Management experience
  • Telecommunications
  • Analytical thinking
  • Professionalism
  • Adaptability
  • Excellent troubleshooting proficiency
  • Safety awareness
  • Regulatory compliance
  • Attention to detail
  • Teamwork and collaboration

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline

Premises Technician

AT&T
05.2010 - Current

Cable Splicer

AT&T
11.2009 - 05.2010

Customer Systems Technician

AT&T
06.2008 - 11.2009

Cable Splicer

AT&T
05.2007 - 06.2008

Bachelor of Science - Telecommunications

Pace University

Associate of Applied Science - Industrial Electricity

Prairie State College

Customer Service Excellence Award 2014/2017

Awarded for superior customer service.

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Stephen Heath