Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
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Zachary Henley

Platte City,MO

Summary

Professional technician with extensive hands-on experience in troubleshooting, maintenance, and repair of complex systems. Strong focus on team collaboration and exceeding expectations. Reliable with adaptable skill set in diagnostics, electrical systems, and mechanical repairs. Known for effective problem-solving and delivering excellent solutions to even "chronic" trouble tickets, providing the highest quality service and care.

Pursuing full-time role that presents professional challenges suited for my expertise in employee management and leverages interpersonal skills, effective time management, and problem-solving expertise.

Overview

11
11
years of professional experience

Work History

Premise Technician Fiber Trainer

AT&T
03.2021 - Current
  • Maintained a safe work environment by adhering to established safety practices as well as modernizing our safety practices for the work done today.
  • Trained new technicians on Fiber, Telephone VOIP lines, etc. for consistency across our team as far as quality of work, and knowledge about the work being done and troubleshooting steps to ensure every customer receives the best care and experience.
  • Performed troubleshooting and diagnosis on malfunctioning equipment, as well as updated and modernized older outdated systems.
  • Completed complex residential and commercial installations as well as troubleshooted "chronic" trouble tickets to find the source of the problem and resolve them effectively and definitively.

Satellite Technician and Smart Home Sales Expert

Blue Sky Satellite
03.2014 - 03.2021
  • Gave customers accurate quotes on satellite repair and installation packages .
  • Worked with software engineers to develop a "Notes" tab linked to each and every individual account for personalized and private notes regarding specific account-related work; troubleshooting, work completed, time and dates; for easier future troubleshooting as well as potential billing based on the history of the individual account.
  • Set up and programmed devices and educated customers on use.
  • Stayed up-to-date on changes in technology to offer customers updated equipment and provide accurate and thorough operation demonstrations.
  • Offered, presented, demonstrated, and sold Smart Home Solutions ranging from Surge protectors, screen cleaners, TV Wall mounts and installation, Surround sound systems, security cameras, doorbells, mesh wifi networks throughout home, home network security. Worked with individual customers in their homes and businesses as well as reached out to businesses to expand our sales and gain new customers and contracts.
  • Trained new hires in the classroom and in the field how to be a satellite installer, troubleshooter, and effective sales expert. Even after new hires completed the training program, remained a mentor for guidance and assistance when help was needed.
  • Was offered management position, groomed for it and offered position, but at the time when the position was offered, I was moving back to Kansas City so I had to decline.

Independent Contractor

Pixius Communications LLC
06.2017 - 12.2018
  • Delivered outstanding service to customers to maintain and extend relationships for future business opportunities.
  • Developed and maintained strong working relationships with clients, leading to repeat business and referrals.
  • Communicated effectively with clients throughout the entire project lifecycle, keeping them informed of progress updates or any potential issues that arose.
  • Provided exceptional customer service by addressing client concerns promptly and offering solutions that met their needs.
  • Pre-called customers days in advance to schedule appointments to update their internet systems to ensure their convenience and maintaining the best service possible to all new and existing customers.
  • Laid out a detailed list of billable charges and informed customers and management with detailed photos to verify work and agreed upon charges for completing specific work at new and existing customers residential and commercial sites.
  • Troubleshooted, updated, and maintained Cat-5 and cat-6 ethernet lines, home networks and security systems.

Education

Associate of Applied Science - Computer Networking

Hutchinson Community College
Hutchinson, KS
09-2020

High School Diploma -

Maple Woods Community College
Kansas City, MO
01-2006

Skills

  • Attention to detail

  • Customer service

  • Works Well Under Pressure

  • Multitasking and organization

  • Time management

  • Problem-solving

  • Residential construction

  • Project management

  • Quality control

  • Budget management

  • Conflict resolution

  • Project scope assessment

Accomplishments

  • Achieved Highest Monthly and Yearly sales in 2016 Southwest Region with Bluesky Satellite, as well as Most Jobs Completed along with Highest Quality Rate at over 98%, and Highest Customer Service Ratings.
  • Trained new hires and technicians to be successful with Bluesky Satellite from 2014 to 2018.
  • Helped Develop markets for business for Pixius Communications around Wichita, KS. in 2018 and 2019.
  • Helped AT&T Improve its processes for completing and troubleshooting installations and "chronic" repair tickets resulting in a higher quality service provided and customer satisfaction.

Timeline

Premise Technician Fiber Trainer

AT&T
03.2021 - Current

Independent Contractor

Pixius Communications LLC
06.2017 - 12.2018

Satellite Technician and Smart Home Sales Expert

Blue Sky Satellite
03.2014 - 03.2021

Associate of Applied Science - Computer Networking

Hutchinson Community College

High School Diploma -

Maple Woods Community College

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Zachary Henley