Ted Greenberg
tedgreenberg07(at)gmail(dot)com(replace words with symbols)
Orlando, Florida
Seeking: Technical Customer Service position
Summary
Dedicated professional with solid customer service skills; innovative and enthusiastic trainer; extensive telecommunications, computer hardware and software support experience. Able to prioritize multiple projects, work effectively under pressure, and build rapport with senior leaders, clients, and peers. Seek to learn and apply new skills and ferret out opportunities for development. Technical skills include VoIP, Inter-Tel Axxess 6.0, Interactive Intelligence, CCS and Taske ACD Programming, Windows XP Network administration; Microsoft Office 2003/2004 (Word, Excel, PowerPoint, Outlook), Publisher, Adobe Photoshop, Illustrator; Comptia A+ certified.
Customer Service/Training
• Provided desktop computer support, printer maintenance and telecommunications for 140 call center staff.
• Trained clients and coworkers on administration and programming of telecommunications/ACD/computer systems.
• Developed and presented training programs (e.g. Delivering Excellent Customer Service, Telephone/voice mail operations) to multiple groups of up to 30 participants.
• Configured training facilities and set up computer equipment as needed for other presenters.
•
Telecommunications/Computer Services
• Extensive experience in telecommunications, voice-mail, and Automatic Call Distribution systems; programmed Inter-Tel Axxess systems and coordinated with customer databases to provide “screen-pops” of caller information
• Ordered, tested, and maintained telephone lines (POTS, T-1, VoIP).
• Programmed and implemented necessary telecommunications system changes for multiple locations.
• Performed periodic computer software and hardware upgrades.
Facilities Management
• Successfully orchestrated two separate office reconfigurations affecting all personnel, coordinating contractors, movers, and 140 staff to allow for building improvements and furniture installation while maintaining full workforce on call center phones.
• Solicited and evaluated bids and purchased furniture and chairs to equip 150 workstations, training rooms, and break room.
• Prepared statistical reports (e.g. incoming calls per queue, proposed quarterly expenses) for management analysis.
• Acted as liaison to landlord for day-to-day facilities issues.
Writing and Editing
• Edited and published bi-weekly newsletter for company intranet and limited hard-copy distribution.
• Developed cohesive group of six reporters to provide effective inter-team communication. Acted as group catalyst by generating ideas and creating enthusiasm for various subjects.
• Wrote articles to keep staff abreast of other teams’ events and to provide them some relief from the stress of an emotionally demanding job.
• Expanded newsletter from two to four pages; increased reporters’ responsibilities to provide material for additional space.
Work History
Adjunct Instructor, Orlando, Florida
International Academy of Design Technology January 2008 – present
Substitute Teacher, Orlando, Florida
Kelly Educational Staffing October 2007 – present
Writing Consultant, Winter Park, Florida
Rollins College – Writing Center at TJ’s January 2007 – December 2007
Telecommunications Systems Consultant, Orlando, Florida
Florida Agency for Workforce Innovation 2001 – 2006
Sr. Telecommunications Technician, Longwood, Florida
Inter-Tel Technologies, Inc. 1989 – 2001
Realtor-Associate, Orlando, Florida
Don Asher & Associates; Coldwell-Banker 1988 – 1989
Facilities & Administration Manager, Longwood, Florida
Baxter Healthcare Corporation 1983 – 1988
Education
Rollins College, Winter Park, Florida
Bachelor of Arts in English, Minor in Writing May, 2007
Belhaven College, Maitland, Florida
Associate of Arts 2004
