Qualifications Brief

Gary Lee 2528 Railridge Cir.N.Apt.103 Fort Worth,TX 76133

Mobile phone - 817-658-5677 email - glb93e8c@westpost.net
Summary
A well accomplished Customer Service Representive with experience in investigati
on, trouble resolution, call center operations, and support services. Managed bo
th inbound and outbound calls. Investigated problems with wireless mobile servic
e and implemented quick fixes for open service tickets. Dispatched network level
issues to field engineers for further research. Provided help desk support for
internal call centers contacting our group for number reservations and billing s
ystem conflicts. Knowledge of Windows 2000, XP, Vista, and Windows 7 operating s
ystems, including some knowledge of Mac OS Snow Leopard.
Experience
Advanced Technical Support Sprint Nextel
November 2009 August 2010
Provided advanced technical support for business and consumer customers with sma
rt-phones, data-cards, and wireless hot-spots. This included support for Blackbe
rry, Palm, Android, and Windows based phones; which included knowledge of device
operating systems of Android, Blackberry, Web OS, Palm OS, and Windows Mobile 6
.1-6.5.
Tech Support Ticket Worker Sprint Nextel
September 2006 - November 2009
Help Desk chat support for internal call center issues with billing system perfo
rmance. Help desk ticket processing and resolution system; including phone numbe
r reservations. Offline ticket worker for Technical Support group. Contacted
customers for verifying and resolving open issues with wireless service. Forwar
ded unresolved tickets to network engineering for further research. Use of Clari
fy Management Ticketing System for external customer, and Service Desk for the i
nternal customers.
Tech Support Rep I & II Sprint PCS
May 2000 September 2006
Performed troubleshooting for wireless voice & data service on issues related to
voicemail, dialing issues, call processing, web services and account updates. O
n issues not immediately resolvable, then opened ticket with Clarify Management
system to escalate customer issue to the network fix agent that handles the issu
e at hand.
Customer Service Rep I Sprint PCS
July 1999 May 2000
Managed customer calls with inquiries on their billing issues, including activat
ions of new or replacement devices. Also, performed plan changes, account adjust
ments, and did basic troubleshooting on issues with coverage, voicemail, and han
dset features.
Quality Inspector I, II, and III AST Computer
February 1993 March 1999
Performed multiple functions within quality control group, such as testing of d
esktop and laptop PC systems. Also, determined hardware or software failures wit
h systems. Implemented stricter quality standards within the Final Inspection d
epartment, for service repair center.
Quality Assurance Auditor I Tandy Electronics
August 1991 February 1993
Performed in-process quality auditing of printed circuit board (PCB) production
for computer manufacturing. Interfaced with Quality management and Production ma
nagement on inspection results. Trained new employees in production process, and
I approved repaired PCB assemblies.
Education LeTourneau University
1995 1998 Bedford & Dallas Campuses Bachelor of Business Administratio
n
Organizations
Big Brother, Big Sisters of North Texas Since 2008
Mentoring