Craig Dennis
Rockford
Summary
Results-driven Telecommunications Technician with expertise in installation, network troubleshooting, and customer support. Skilled in problem-solving and process improvement, streamlining repair workflows and training junior technicians to enhance operational efficiency. Strong background in customer relationship management and technical support, adept at diagnosing complex network issues and implementing solutions for system reliability.
Overview
16
16
years of professional experience
Work History
I&R Contractor
Pillar Communications
Madison
03.2026 - Current
- Installed and maintained telecommunications equipment for optimal performance.
- Diagnosed and resolved network issues to ensure system reliability.
- Collaborated with teams to troubleshoot customer service inquiries effectively.
- Trained junior technicians on equipment handling and safety protocols.
- Utilized diagnostic tools to assess equipment functionality and performance.
- Streamlined repair processes to enhance workflow efficiency within the team.
- Conducted tests on circuits and equipment for proper operation according to standards set forth by the company.
- Set up VPNs for customers who required secure remote access.
- Programmed VoIP phone systems to meet customer needs.
- Diagnosed complex networking problems using packet sniffers and other network analysis tools.
- Installed new lines in homes or businesses utilizing a variety of wiring methods.
- Resolved customer issues in a timely manner while adhering to established service level agreements.
- Communicated effectively with team members about project status updates.
- Provided training on new technologies or products related to I&R operations.
- Tested connections for integrity before activating them for use by customers.
- Troubleshot technical issues related to voice services, such as call forwarding and voicemail.
- Identified areas where process improvements could be made to increase efficiency of I&R operations.
- Performed installation and repair of residential and commercial telephone systems, including wiring and cabling.
- Configured routers, switches, modems, gateways and hubs as necessary to provide optimum performance levels for customers' networks.
- Provided technical support for customers regarding products or services offered by the company.
- Developed detailed documentation outlining procedures used in I&R operations.
- Repaired faulty equipment using hand tools, soldering irons, testing devices.
- Ensured compliance with industry regulations when installing or repairing telecommunications equipment.
- Assisted customers with setting up their VoIP phones and troubleshooting any associated problems.
- Installed, set up, and repaired devices and system components.
- Tested repaired, newly installed or updated equipment to drive proper function and conformance to specifications.
- Climbed poles and ladders to install, maintain or inspect equipment.
- Tested circuits and components of malfunctioning telecommunications equipment to isolate sources of malfunctions.
- Ran wires between components and to outside cable systems.
- Demonstrated equipment to customers and explained use, responding to inquiries or complaints.
- Handled multiple simultaneous deployment projects against strict deadlines.
- Established and modified networks and computers at businesses, schools, government buildings, medical facilities, and homes.
Internet Sales Specialist
I3 Broadband
Rockford
03.2025 - 11.2025
- Managed customer inquiries across multiple communication channels to ensure timely responses.
- Developed comprehensive product knowledge to guide customers in service selection.
- Coordinated online sales campaigns to effectively promote broadband services and packages.
- Assisted in troubleshooting internet connectivity issues for enhanced customer satisfaction.
- Trained new staff on effective sales techniques and customer service protocols.
- Analyzed customer feedback to identify key areas for service improvement.
- Maintained meaningful contact with customers post-sale to foster future business opportunities.
- Organized internet leads by geography and product line to optimize sales distribution.
I&R Technician
CRENDII
Coral Springs
03.2013 - 04.2025
- Installed and maintained telecommunications equipment for optimal performance.
- Diagnosed and resolved network issues, ensuring system reliability.
- Collaborated with teams to effectively troubleshoot customer service inquiries.
- Trained junior technicians on equipment handling and safety protocols.
- Documented technical processes and maintained accurate service records.
- Utilized diagnostic tools to assess equipment functionality.
- Streamlined repair processes, enhancing team workflow efficiency.
- Configured routers, switches, modems, and gateways for optimal performance.
Premises Technician
AT&T
Sunrise
01.2010 - 03.2013
- Installed and repaired telecommunication equipment for residential and business clients.
- Diagnosed service issues utilizing company tools and troubleshooting techniques.
- Educated customers on service options and technology usage to enhance user experience.
- Followed safety protocols to maintain secure work environments during installations.
- Documented service calls and completed work orders to ensure accurate records and effective follow-up.
- Ensured compliance with all safety protocols while performing maintenance tasks.
- Organized daily work schedule based on priority tasks to optimize workflow and meet deadlines.
Education
High School Diploma -
Nova High School
Davie, FL06-1983
Some College (No Degree) - Business Administration
Broward College
Fort Lauderdale, FLSkills
- Telecommunications installation
- Copper and fiber expertise
- Voice over IP
- Circuit testing
- Network troubleshooting
- Technical support
- Equipment maintenance
- Troubleshooting and diagnosis
- Service delivery
- Process improvement
- Customer relationship management
- Client engagement
- Customer support
- Problem solving
- Attention to detail
- Multitasking and organization
- Time management
- Team collaboration
- Training and mentoring
- Conflict resolution
- Compliance adherence
- Safety practices
Timeline
I&R Contractor
Pillar Communications
03.2026 - Current
Internet Sales Specialist
I3 Broadband
03.2025 - 11.2025
I&R Technician
CRENDII
03.2013 - 04.2025
Premises Technician
AT&T
01.2010 - 03.2013
High School Diploma -
Nova High School
Some College (No Degree) - Business Administration
Broward College