PROFESSIONAL SUMMARY:

• Fluent in Spanish. 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.

TECHNICAL SKILLS:

Platforms: Windows 10, Windows X, Linux, CLI, Network, Apple, Office MS Libre WPS.

Languages: HTML, JavaScript, PHP, CSS, Video Oriented, Python, Oracle, Databases,

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

PROFESSIONAL DEVELOPMENT:

• A+ Certified
• Voice Communications Return Path Operations
• HSD Customer Service, Advanced
• HSD Customer Service, Basic
• Understanding Broadband Technology
• Understanding Voice & Data Networks Internetworking with TCP/IP
• Exploring Wireless Technology Principles of Management

LANGUAGES:

• Spanish Write, Speak, and Read (Native). Author of several fictional short stories, member of anthology Micros Y Macros todos los relatos, Amazon, 
• Tutor Math, Physics, Computers, Technology.

AREAS OF EXPERTISE:

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

TROUBLESHOOTING:

• 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 management 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.

MANAGEMENT:

• 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.

REVENUE GENERATION:

• 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.

PROFESSIONAL EXPERIENCE:

Analyst II 

North Carolina

Responsibilities:

• Analyzed phone data video issues linked to several tiers of support and management.
• Liaison between the public, technicians, and engineers, for advanced and difficult issues.
• Review individual phone tickets before final escalation, ownership of ticket till closure.
• Troubleshooting and resolution on all Cable Services including High-Speed Data, Emails transfers, Digital Phone individual and multiple issues.
• Access and manipulation of Phone Switches, LDAP, Billing System, provisioning, using network tools some developed in-house and third party.
• Used and provide support for Linux on phone switches and LDAP servers.
• Used Oracle for finding information records and provide access to the database.
• Writing technical reports to prevent and correct repeated issues and discussing with Directors and other parties involved.
• Report to upper management on multiple issues and keeping the floor on Alert.

Tier 3 Supervisor

North Carolina Area

Responsibilities:

• Supervised team of 25 tier-3 technicians, responsible for improving customer services for the general public.
• Coaching and enhancing better practices on handling inbound calls to our technical gate.
• Explain and tech tools available to employees and the way to use them.
• Creation of better means to handle productivity of personnel, creating of individual and department Score Cards.
• Involve on discussions on IVR options on the IVR phone system so we better service our customers

Tier 3 Technician 

North Carolina Area

Responsibilities:

• Providing customer support over the phone, troubleshooting problems for High-Speed Data, Video, and Phone services for escalated calls to tier 3.
• Checking levels and Docsis up to par levels, dispatching technicians to houses with proper and exact instructions to follow up.

Confidential

Direct Sales

Winston Salem

Responsibilities:

• Managed sales and cable service installations.
• Educating and selling cable services door to door, Video, High-Speed Data, and digital Phone.
• Gathering and saving subscriber records. Connecting services upon approval.