Colleen Wint
Portmore,St. Catherine
Summary
Dynamic Field Support Technician with extensive experience at Ericsson MS Operation Jamaica, excelling in technical support and customer service. Proven ability to resolve complex issues efficiently, ensuring service level agreements are met. Proficient in fault management and skilled in effective communication, enhancing customer satisfaction and operational efficiency.
Overview
27
27
years of professional experience
Work History
Network Migration Agent
Columbus Communication Flow Jamaica
11.2015 - 03.2019
- Experience and duties includes, but not limited to contacting customers affected by damage and or stolen copper cables and establishing such confidently on the Hybrid Fibre Coaxial (H.F.C.) external network.
- Raising service orders on the CRM Operating System and closing out all old copper accounts on Liberate Operating system so that the affected customers could have only one account to attend to monthly.
- Maintaining service level agreements (SLAs) for all affected customers.
- Providing quality assurance duties for the respective queues on Liberate Operating System so that the Department SLA is maintained daily.
- Handling queries associated with customers that are affected by stolen and or damaged copper cable
Field Support Technician (Dispatcher and Technical Support Technician)
Ericsson MS Operation Jamaica
03.2013 - 11.2015
- Duties includes but not limited to:
- Dispatching and providing technical support and troubleshooting for the Field Staff Island wide daily on a critical time basis.
- Providing and updating data associated with fault management activities.
- Providing oral communication periodically with customer in a back-of office format and setting.
- Fault ticket clearing and routing in respective queues to attain agreed standard and maintenance of appointments so as to meet agreed KPIs.
- Providing Technical support to allow for prompt resolutions to faults deriving from the Technicians from the Outside Plant.
- Attending to and providing resolutions to queries both internally and externally.
- Answering queries related calls daily.
Field Support Technician (Dispatcher/ Support)
Cable and Wireless (LIME)
03.2006 - 03.2013
- Duties includes:
- Dispatching and providing technical support for the Field Staff island wide on a daily basis.
- Providing and updating data associated with fault management activities.
- Providing oral communication periodically with customer in a back-of office format and setting.
- Fault ticket clearing and routing in respective queues to attain agreed standard and maintenance of appointments.
- Service orders and tickets assignments to technician with respective to; location, proximity, and service level agreements to meet customer’s needs.
- Attending to and providing resolutions to customers queries both internally and externally.
- Answering queries related calls on a daily basis.
P.B.X. Technician
Cable and Wireless Jamaica Limited
11.1994 - 03.2006
- Programming communication devices and systems.
- Direct customers contact, Interpreting technical jargons.
- Being responsible, Accurate, Courteous, Knowledgeable
- Patient, friendly, Attentive, Neat& clean, Sincere
- Time management guidelines, Maintain proper customer service level agreements.
- Completing and meeting appointments specified.
- Excellent oral and written communication, problem solving, analytical, and troubleshooting skills
Junior Laboratory Technician
Desnoes and Geddes Limited
09.1992 - 11.1994
- Duites includes testing and checking samples of soft drinks and alcoholic beverages against standardize specifications prior to packaging and distribution of the products.
Education
Bachelor of Arts Degree - Guidance and Counselling
Jamaica Theology Seminary
06.2025
Certification in Basic Spanish -
Universidad Politecina de Spanish
03.2021
Rhetoric: The Art of Persuasive Writing and Public Speaking -
Harvard University: Online Intuitive
12.2020
Certificate In Psychology -
University Of British Columbia
09.2020
Certificate In Management Studies -
University Of The West Indies
06.2005
Diploma In Computer Studies -
Vector Technology Institute
02.2003
G.C.E. O'Level English -
Excelsior Community College
06.1994
Caribbean Examination Council C.X.C And G.C.E -
Dinthill Technical High School
09.1991
Skills
- Computer literacy
- Customer service
- Public speaking
- Communication skills
- Technical support
- Counseling techniques
- Microsoft Office proficiency
- AI technology utilization
Languages
English and Basic Spanish
References
- Valrene, Bennett, Justice of the Peace, 876-853-0324, 313 Daytona Drive, Greater Portmore, St. Catherine
- Joslyn, Williams, J.P. and Minister of Religion, 876-436-7048, 345-4993, Stony Hill, Portland
Timeline
Network Migration Agent
Columbus Communication Flow Jamaica
11.2015 - 03.2019
Field Support Technician (Dispatcher and Technical Support Technician)
Ericsson MS Operation Jamaica
03.2013 - 11.2015
Field Support Technician (Dispatcher/ Support)
Cable and Wireless (LIME)
03.2006 - 03.2013
P.B.X. Technician
Cable and Wireless Jamaica Limited
11.1994 - 03.2006
Junior Laboratory Technician
Desnoes and Geddes Limited
09.1992 - 11.1994
Bachelor of Arts Degree - Guidance and Counselling
Jamaica Theology Seminary
Certification in Basic Spanish -
Universidad Politecina de Spanish
Rhetoric: The Art of Persuasive Writing and Public Speaking -
Harvard University: Online Intuitive
Certificate In Psychology -
University Of British Columbia
Certificate In Management Studies -
University Of The West Indies
Diploma In Computer Studies -
Vector Technology Institute
G.C.E. O'Level English -
Excelsior Community College
Caribbean Examination Council C.X.C And G.C.E -
Dinthill Technical High School
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