Michael Fairlie

Background

About Michael Fairlie

Extensive customer service experience that evolves from servicing the general customer base to having a specifically assigned and dedicated customer base. Excellent ability to work directly with upset customers to identify perceived problem, identify actual trouble, assure and calm the customer to defuse the volatile situations, develop resolution plan and follow up with customer to ensure satisfaction. Extensive troubleshooting skills with excellent ability to interpret trouble symptoms and generate action plan for resolution. Able to apply troubleshooting theory to develop or improve existing methods and procedures. 6 years direct field service experience in both commercial and residential customer facing environments that included the installation, configuration and repair of equipment and customer inside wiring or outside plant. 6 years inside plant/central office experience that includes voice and data switching, cross-connect management for DS0-OCx services, third-party collocation connectivity, power and alarm monitoring and the installation, configuration and repair of central office equipment. 7 years facility provisioning experience for both internal and external resources that include port, pair, and transport carrier assignment. Able to analyze employee performance, determine strengths and weaknesses, and develop performance evaluation; establish group and individual goals that complement objectives; improve technician competence and positive career progression; train and counsel employees on accepted policies and practices; ensure quality standards and customer satisfaction are maintained and increased. Comfortable with performing formal presentations to large groups and able to convey complex technical information to technical and non-technical audiences. Excellent computer skills that include hardware and software installation, configuration and upgrade of Microsoft platform. Proficient with Microsoft Office suite.