STEPHEN MCLYNN
256 Warren Avenue Hawthorne, NY 10532
(914)741-2764     smclynn@msn.com
	
Quality customer service professional with extensive experience and training in
management, customer service, and telephony


Summary
Interfaced with domestic and international carriers; access providers, vendors,
and customer centers to bring issues to a satisfactory conclusion for the
customer. Customer Service in call center environments. Particular expertise in
Quality Assurance.
Extensive sales support experience.

Work Experience

Packer     2003-2010- Current  [Part-Time]
Barr Brothers Moving Co., Millwood, NY
•	Carefully and effectively packed household and commercial goods for complex
customer moves.

Network Engineer     2005-2008
Adea Solutions, Irving, TX
•	Worked as a contractor in the AT&T World Wide Maintenance Call Center in White
Plains, NY.  
•	Worked troubles on all type of services such as analog, digital, voice, frame
relay, and high speed services. (ATM, T1.5, and T3’s). 
•	Answered 20+ calls per day, accepted customer escalations, ran auto tests on
services to keep ticket flowing through automation, checked engineering in TIRKS
for correctness, escalated to Local exchange companies for improved mean time to
repair. 

Telecom Tech 2     1999-2002
MCI/WorldCom, Rye Brook, NY
•	Created trouble tickets, test and refer out or work with customer to fix
trouble.
•	Installed, maintained, and tested T1’s, ISDN, and POTS lines as a Local Access
Provider. 
•	Interfaced with equipment vendors and local exchange companies to resolve
problems on installs and hot cuts.

National Service Manager     1991-1998
AT&T, White Plains, NY
•	Provided customer support to IBM, Lotus Dev. Corp., and Dow Jones Telerate.
•	Compiled, documented, and distributed weekly, monthly, quarterly, and end of
year Network Availability Reports (Stewardships) to customers and AT&T corporate
staff.
•	Researched and procured software for customer network maps, inventory, and
billing, which were instrumental in trouble shooting outages, keeping inventory
up-to –date, and provide correct billing to the customer. 
•	Developed quality survey and tracked customer satisfaction.
•	Interfaced with all customer levels from clerks to directors.
•	Complaint handling from initial call to resolution. 

Technician      1985 – 1991 
AT&T, Wallingford, Connecticut
•	Worked directly with customers, equipment vendors, and LEC’s to resolve
problems and isolate troubles on installations and cutover’s.  
•	Installation, maintenance, and testing of Digital and T1.5 Private Lines. 
•	Project Coordinator for Digital Data Services – (DDS)
Sales Specialist      1985  
AT&T, Eastchester, N.Y. 
General Business Sales 
•	Inbound selling of Pots, and 800 Telephone services.

Operator         1982 - 1985  
AT&T / New York Tel., Mt. Kisco, NY
Dial 0 TSPS Operator 
•	Provide long distance telecommunications services, complete collect calls,
person to person, and any other type of call.

Shipping and Receiving Supervisor     1980 - 1982  
Human Relations Media, Pleasantville, NY
•	Responsible for an eight employee shipping and receiving department.
Responsibilities included shipping, receiving, inventory control, purchasing,
pick and pack of educational materials. 

Shipping and Receiving Clerk       1978- 1980
Westchester County- Grasslands Hospital- Valhalla NY
•	Unloaded trucks, delivered supplies to correct storerooms, filled orders for
supplies and delivered to correct departments. 


Skills: Microsoft Word, PowerPoint, Excel, e-mail

Education
Iona Prep High School, New Rochelle, NY
2009- Completed Mainstream course for adults at WCC for Vocational Training. 75
hours of Word, Windows, Excel, Resume Writing and Internet and E-mail job search
essentials.