1. Dianne Johnson
Customer Service and Support Specialist
Lisle,IL 60532
dlj918@prodigy.net - 630-347-3303
I have 40+ years’ experience with customer service and support.I worked for AT&T for 34.5 years, 15 of those
years were as a Teleworker.My communication and computer skills are excellent.I am extremely reliable,
professional,detail oriented and disciplined.
Authorized to work in the US for any employer
WORK EXPERIENCE
Systems Analyst
Tech Mahindra - Lisle,IL - September 2013 to July 2015
My previous job with AT&T was outsourced.The work was outsourced to an India based company,Tech
Mahindra. They offered me a job immediatelyafter AT&T announced the outsourcing.Due to this many of my
job descriptions will be the same.
*Supported internal and external clients with critical telecommunication applications.Ensuring crucial updates
were applied and the application availabilityexceeded operational standards.
* Achieved 100% application availabilitythrough consistent dailymonitoring,deployments ofnew code,and
timely notifications ofpotential issues.
* Shared knowledge and experience with junior colleagues coaching new members and facilitating training.
* Responded professionallyand in a timelymanner to clientinquiries and concerns.
* Employed effective problem solving skills to resolve customer escalations efficiently.
* Updated the documentation libraryand alertrecords as required.
* Recognized by managementas a top performer with consistentoutstanding ratings on semi-annual reviews
noting excellent work ethic and leadership skills.
Senior Specialist-Application
AT&T - Lisle,IL - May 1979 to September 2013
Production Support
* Supported internal and external clients with critical telecommunication applications.Ensuring crucial updates
were applied and the application availabilityexceeded operational standards.
* Identified and resolved potential application issues prior to the interruption ofclient services.
* Monitored performance in relation to service level agreements (SLA) with high profile governmentaccounts
ensuring performance metor exceeded expectations.
* Facilitated meetings with business partners and clients delivering updates,providing producteducation,and
ensuring efficientservice and an accurate understanding ofprocesses and procedures.
* Selected as a member to participate on the special projects team crafting documentation and building Excel
tracking tools for outages and deployments.
* Through the creation of specialized documentation streamlined existing processes used to automate daily
activities.
* Built telecommunication networks for new business clients and improved the efficiency of existing business
networks.
* Core team member contributing to the sales process and installation ofnew and/or improved phone systems
for large business customers including the renovated DuPage CountyJail.
* In recognition of outstanding work achievementreceived exemplaryperformance ratings and bonus awards.
SKILLS
Microsoft office (10+ years), Administrative Skills (10+ years), Problem Solving (10+ years), Process
Improvement(10+ years), Computer Skills (10+ years),Answering Phones (10+ years),Account
Management(10+ years), Customer Service (10+ years), Detail Oriented (10+ years), Team Player (10+
years), Unix (10+ years)
ADDITIONAL INFORMATION
Areas of Expertise
* Professional Communications
* Coaching & Mentoring
* Process Improvement
* Administrative Processes
* Presentation & Training
* Troubleshooting
* Problem Solving
* Relationship Management
* UNIX/LINUX
* Microsoft Office Suite

2. * Reporting
* Documentation
Key Skills Assessment
Customer Satisfaction - Highlyexperienced in employing problem solving and communication skills to
effectively respond to client's inquiries,address concerns,and resolve escalations efficiently.
Application Support - Skilled in all aspects ofsupporting critical applications including monitoring,staffand
clienttraining,code updates,concise procedural documentation,and preventive action.