Terence N. Parker has over 20 years of experience in customer service, food safety, and communications. He currently works as a Class One Operator at Kraft-Heinz, where he operates machinery to produce food products and ensures quality control. Prior to this, he spent 12 years as a Telecomm Technician and Incident Manager at Verizon Business, where he supported technical systems and networks, troubleshot issues, and handled customer service inquiries. Parker has a Bachelor's degree in Geography from Old Dominion University.

1. Terence N. Parker
112-C Heather Way  Yorktown, VA 23693
919-740-5296  terence.parker7@gmail.com
Customer Service/Food Safety Specialist
Recognized Expert with Customer Service Management, Food Safety, and Communications
Comprehensive experience in management, food handling, food safety, product packaging, customer service,
and maintenance. Able to liaise effectively with cross-functional teams to arrive at optimal resolution for all
issues. Excellent interpersonal skills and a lead-from-within attitude combined with hands-on experience has
led to ongoing career advancement.
CORE COMPETENCIES
Customer Service  Food Packaging  Relationship Building  Project Leadership
Teamwork  Diagnostics & Troubleshooting of Machines  Reporting & Tickets  Recordskeeping
Training & Skill Development  Service Delivery  Communications & Multitasking
EXPERIENCES AND ACHIEVEMENTS
Kraft-Heinz 2013 – present
Food Company providing high quality, great taste and nutrition for all eating occasions.
Class One Operator
Operate machinery responsible for production of various food products. Perform in a multitask environment
by operating more than one machine at a time. Responsible for cleaning and maintenance of machines.
Responsible for recording data, and performing quality checks. Selected to assess and make necessary
adjustments to machines to increase machine performance and operation.
Technologies used: Microsoft Office, Quality Suites
VERIZON BUSINESS, Cary, NC
International telecommunications leader, supporting corporate and business accounts of all sizes.
Telecomm Technician/Incident Manager 2000-2012
Supported all technical systems and networks, as well as customer use and all outages or maintenance
concerns. Provided analysis, diagnostics, and troubleshooting as needed, alongside internal and external
customer service. Maintained new and existing circuits through utilizing remote test systems, equipment
analysis, and deep technical knowledge. Coordinated head to head testing wit h field technicians, multiple
telecoms, and customers. Managed dispatches for site or equipment analysis. Handled open tickets,
escalations, external referrals, and first-line customer service complaints, queries, and service disruptions.
Assisted in regular training and product awareness courses for the department, and mentored new
teammates.
 Acted as control bay supervisor in rotation with several other managers, and was frequently
requested to help in the back office/triage group.
 Technologies used: Office 2003, NCAP, NETPRO, COMS, TCOMS, F&E, ETMS, Remedy, SNM, VZB
Central, IXPLUS, INTRADAPRO, and UULIVE.
Education
Bachelor of Science, Geography, Old Dominion University, Norfolk, VA, 1999