1. Vernon E Lovelace
2736 SW 46th
St, Oklahoma City, OK
Phone: (405)406-1023 E-mail: vern.lovelace@att.com
Objective: To obtain the position in Management
Offering Over 10 Years of excellent Customer Service
Qualifications:
 ComplexCustomerIssueResearch
 SoftwareUser AcceptanceTesting
 Business ProcessImprovement
 ExecutiveEscalation Researchand Support
 NationalCross-functionalTeamBuilding
 Business Escalation Support
 SystemEnhancementand Testing
 Six Sigma – Design for Manufacturing(Green Belt)
 2015 AT&T Management DevelopmentProgram
Graduate
 Voice andData Network Support
Professional Experience
Recognized for my determinationto resolve customer serviceissuesthrough workingwith multiplenetwork resources and network
teams and developinginter-departmentconnections through networkingand establishingbusinessrelationships to formpowerful
strategicalliances in order toidentify and remedy systemand network issuesthatimpactour customer experience. Buildingand
maintainingrelationshipswith themultipledepartmentstobeableto quickly resolvecomplexcustomerserviceimpactingissues
through onlinechat and directrepresentative supportchannels.Maintain advanced knowledgeof systemsoftwareand expertiseon
testingthesystemapplications to reducenegativeimpacton theinternaluser experience.
 Ability to anticipate, recognize, and dealeffectively with existingand potentialconflicts or risksat theindividual, group, or
situationlevel;ability to apply thisunderstandingappropriately todiversesituations.
 Far exceeded established departmentproductivity goals for every month sincebeingpromotedto theAdvanced Support
Representativeposition.
 Providetechnicalresearch supportfor theinternalMobility EnterpriseAdvancedTechnicalSupportteams includingClosed
Loop Mangers, ExecutiveResponseManagers,
Key Achievements & Contributions:
 2015 AT&T SummitWinner
 2015 AT&T Management DevelopmentProgramgraduate
 Collaboratewith leadership to successfully testand launch internalsupportsystemsthrough User AcceptanceTestingfor
key systems includingClarify and TORCH.
 Highly-effectiveleadership,communication, and motivationalskills, whichled to beingselectedfor the2015 Management
DevelopmentProgram.
 Partner with Advanced TechnicalSupportmanagers and representatives to resolvecustomer escalated situationsto
satisfactory resolution through skilltransfer onlinechat and directsupport.
 Partner with theMetroCellsales and engineeringteamsto ensurethesuccessof theprojectas thedirectcustomer contact
for theend users havingissues whilein theControlled Introduction phase
 Partner with frontlinerepresentativesin skilltransfersand individualized trainingto improvecallefficiency and reduce
AverageHandleTime.
 Partner with mechanicaldesign teamto develop thefirstFluidDynamicBearingspindlemotor forusein disk drives by
Seagate Technology
Work History
Advanced Support Representative
AT&T Mobility, Oklahoma City, OK 2007-present
Advanced Network Support
AT&T Mobility, Oklahoma City, OK 2006 - 2007

2. National Business Ordering, LNP
AT&T Mobility, Oklahoma City, OK 2006
Customer Care Representative
AT&T Mobility Oklahoma City, OK, 2004-2006
Electro-Mechanical Design Engineer
Seagate Technology Oklahoma City, OK, 1999-2003
Mechanical Design Intern
Seagate Technology Oklahoma City, OK, 1996-1999
Education
BS in Electrical Engineering University of Oklahoma
Six Sigma Green Belt Oklahoma City, OK
Engineering Intern at Seagate Technology Oklahoma City, OK
PROFESSIONAL AND CIVIC AFFILIATIONS:
Active Member of ERG Over 50
AT&T Social Circle
Active Member of ERG IDEAL