OBJECTIVE:

I am seeking a position that provides an opportunity of growth with, and for, an organization focused on providing world class experiences to their customers as well as their internal operators. I am a proven leader in terms of team building and team management and I feel I am a valuable asset to the departments and teams I am associated with. I am interested in a long - term career and desire a position that affords the capability of continuous learning and development throughout the organization.

PROFESSIONAL EXPERIENCE:

Confidential, Riverview, FL

Network Engineer II - Hosted Voice Services

Responsibilities:

• Build, provision, and activate new customers onto the Hosted Voice platform and into the Broadsoft Switch.
• Operate in a Break/Fix capacity for existing customers who are experiencing issues with their phone system(s).
• Work tickets from other internal departments for non-emergency items such as schedule changes to Business Hours, single line troubleshooting, etc.
• Configure Routers, Switches, Phones, etc. working with Field Technicians on site at the customer premise.
• Assist customers with setting up, using, and troubleshooting various features and services that operate alongside their phone system such as Unity, Call Recording, Anywhere Connect, etc.
• Perform On-Call rotation for After Hours Outages and other immediate concerns.

Confidential, Riverview, FL

Senior Advanced Services Field Technician

Responsibilities:

• Senior Field Technician for Enterprise customers including Cell Backhaul, Medical Offices, Hospitals, Government/Education, and Hospitality
• Responsible for completion of installs from site survey to implementation
• Discuss needs with customers to determine best course of action/services needed
• Install equipment determined by design including Routers, Switches, Firewalls, etc.
• Services installed include Internet, Metro-Ethernet, MPLS, VPLS, VPN, Hosted Voice, IP Telephony, and Video
• Configure devices and validate connectivity across the designed topology.
• Remote Management of devices as necessary to validate customer services or changes
• Troubleshoot customer service issues on a wide range including packet loss, lack of connectivity, speed issues, etc.
• Work closely with inside Engineers to develop action plans pertaining to both installation and Troubleshooting of Enterprise level customers.
• Perform on-call rotation to support after-hours needs for Enterprise customers

Confidential, Riverview, FL

Lead Service Technician

Responsibilities:

• Troubleshoot and diagnose cause of customer issues or complaints and repair and/or replace components and materials as the situation necessitates.
• Assist customer with concerns and usability of equipment, services, and features of Confidential products. Ensure resolution of all customer complaints and issues prior to departure.
• Take lead in Office of the President, VP/GM, and other escalations involving repeat service issues reported by the customer.
• Assist technicians within assigned Hub in completion of daily routes.
• Train/Mentor new hire employees in Service Technician and Installation Technician duties.
• Assist Maintenance technicians with plant related service and repair, including sweep procedures such as system balancing, outage repair and Network related service issues. Perform on-call rotation as required.
• Assist technicians and Management with issues involving Digital Cable, VOIP, and High-Speed Data issues for residential customers.
• Perform weekly training documents on technicians to identify and emphasize progression opportunities and provide the Technical Supervisor with an understanding of the technician’s abilities and competencies.
• Provide feedback to Management in weekly meetings with respect to employee concerns and considerations involving their individual functions.
• Identify and inform technicians of their career path opportunities and assist them with the necessary training and hands on experience to guide them in their chosen path.

Confidential, Riverview, FL

Maintenance Technician

Responsibilities:

• Troubleshoot, diagnose, and repair service issues from the Head End or Hub site to the customer premises.
• Repair and/or replace actives and passives, as well as trunk and feeder system, throughout the HFC system as required.
• Train and mentor Service and Installation technicians as it relates to tap replacements, system balancing, identification of anomalies on plant, and proper use of DSAM.
• Set up and balance Nodes, System Amplifiers, and Line Extenders in accordance with BHN and regional procedures and protocols.
• Optimize Nodes to ensure proper return levels.
• Verify service related issues at the Head End and Hub site including Switched Digital Video and Video on Demand via a Sling Box.
• Assist with Proof of Performance testing as well as Signal Leakage to ensure plant is within proper specifications.
• Run Business level tickets to restore and validate commercial accounts.

Confidential, Riverview, FL

Service Technician III

Responsibilities:

• Troubleshoot, diagnose, and repair customer issues at their home including issues for macro blocking, no dial tone, slow speeds, missing channels, etc.
• Install and repair drop system from tap to CPE in accordance with BHN policy.
• Educate customer on BHN services and ensure they have no further issues prior to departure.
• Replace taps, splitters, and directional couplers back to 1st active device to identify potential plant problems that may hinder or prohibit customers from receiving proper use of their services.
• Refer plant issues to maintenance utilizing the correct function and ensure the customer’s home is configured and verified to fall into place once outside work is complete.
• Using the correct process, identify and submit referral to Lead or Supervisor to replace and or repair customer wiring and equipment.
• Assist Technical Operations Lead with Network Maintenance, Maintenance/Repair, or Lead Referrals as requested or assigned.

Confidential, San Antonio, TX

Claims Adjuster

Responsibilities:

• Adjust low to moderate severity claims involving single and multiple vehicles without injury.
• Determine liability as it relates to aforementioned claim types and ensure timely and accurate completion of claims to include repairs to vehicles and personal property as well as rendering payments and services to appropriate parties involved.
• Perform various administrative duties as it relates to claims including mail, e-mail, fax, and phone duties.
• Assist in training and developing new and fellow employees of Confidential particularly with respect to Policy Services and Billing Departments.
• Pursue personal development including maintenance of state licenses where applicable.

Confidential

Responsibilities:

• Equip, train, & prepare for various missions as determined by governing authorities including Commander in Chief, State Governor, and internal Commanding Officers.
• Ensure subordinates and delegates when applicable were prepared for training missions, Field Exercises, and deployment when necessary.