SUMMARY:

Demonstrated success using excellent interpersonal communication skills to collaborate cross - functionally and deliver world-class service to internal / external customers. Apply attention to detail and customer focus to analyze, troubleshoot and resolve network enterprise complex issues and support testing, emergencies, installations and conversions. Recognized for providing coaching and mentoring to different tier levels that help identify and solve problems through network monitoring or ticketing system.

AREAS OF EXPERTISE:

• Technology, Evaluation & Analysis
• Client Service
• Feedback & Coaching
• Business Process & System Analysis
• Project Scopes & Confidential
• Service Migration
• Service & Equipment Provisioning: PCs, Routers & Switches
• Network Monitoring, Configuring & Confidential
• Database Reports

TECHNICAL SKILLS:

Platforms: Windows 10, Linux, CLI, Network

Languages: HTML, JavaScript, PHP, CSS, Video Oriented

Technologies: Email / Provisioning LDAP, CMTS, DOCSIS, Remedy, RIO, Empirix, CLI, OMSe, ServAssure, Agilent, Wireshark, SQL.

Languages: Spanish

PROFESSIONAL EXPERIENCE:

Confidential

Responsibilities:

• Troubleshot and provided resolution for complex issues with cable services, including high-speed data, email transfers and digital phones by serving as liaison between the public, technicians and engineers.
• Wrote technical reports that prevented and corrected repeated issues and facilitated discovery discussions with leadership.
• Reported high-level issues to upper Confidential and kept floor on alert, resulting in improved SLA and first call resolution and speed up response time to the customer.
• Enhanced service experience and drove long-term client retention by providing excellent customer support and effectively resolving escalations.

Confidential

Responsibilities:

• Built department to accommodate new service digital phone that led to successful migration of thousands of phone subscribers from different platforms.
• Increased team productivity and achieved service levels by supervising 50 employees, providing coaching and best practices for inbound call handling, creating individual / department scorecards, and facilitating IVR / service training.

Confidential

Responsibilities:

• Achieved top-performer ranking for applying solid sales techniques to deliver world-class solutions and services.
• Exceeded sales goals consistently by selling cable services door-to-door, including video, high-speed data, and digital phones.

Confidential, Greensboro, NC

Analyst

Responsibilities:

• Analyzed phone data video issues linked to several tiers of support and Confidential .

Confidential, Greensboro, NC

Supervisor Tier

Responsibilities:

• Supervised team of 25 tier-3 technicians, responsible for improving customer services for the general public.
• Created Score Cards.

Confidential, Greensboro, NC

Tier-3 Tech

Responsibilities:

• Provided technical support for subscribers with phone, high-speed data and video issues.

Confidential, Greensboro, NC

Direct Sales & Installation

Responsibilities:

• Managed sales and cable service installations.