Dianne Johnson has over 40 years of experience in customer service and support. She worked at AT&T for 34.5 years, including 15 years as a teleworker. She then worked at Tech Mahindra from 2013 to 2015 supporting internal and external clients with telecommunication applications. Her skills include Microsoft Office, problem solving, process improvement, and customer service. She is reliable, professional, detail-oriented, and disciplined.

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.