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Advanced Technician, Xfinity Home NETS Resume Example

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ADVANCED TECHNICIAN, XFINITY HOME NETS
Professional Summary

I am a National Escalated Technical Solutions Advanced Technician. Other positions that I have held include Priority Agent and Communications Technician specializing in home security, but I am eager to complete other jobs. I am always willing to assist other technicians and customers when they need help. With my current position, I am always focused on learn new skills and tasks that can enhance my job experience. I am always learning new and upcoming materials/products to help improve my customer's experience and satisfaction with our products and services. I participated in CommTech Jeopardy as a member of Beast Node in 2018 and was invited back to compete in 2019 as a member of Fast8. In 2020, I was selected to be a part of the QCII Success Mentorship program as a mentee.

Skills
  • Analytical Thinking
  • Diagnostic abilities
  • Time management
  • Staff education & training
  • Adaptable
  • Technical knowledge
  • Quick learner
Work History
Advanced Technician, Xfinity Home NETS09/2017 to Current
National Escalated Technical Solutions, Comcast – Bishop's Gate, NJ
  • Remotely troubleshooting
  • Educating customers on the use of Xfinity Home including how to set up rules, contacts, and additional keypad codes
  • Providing escalated billing support
  • Providing solutions for issues
  • Offering upgrades for our products to suit the customers' needs
  • Training new technicians to the role of Xfinity Home support
  • Troubleshooting activation issues with field technicians
  • Diagnosing connection issues for Xfinity Home and Works With Xfinity devices
  • Building accounts in Management Portal and the Central Office Processing Service portal
  • Creating tickets for our engineering groups when necessary
  • Creating fixes for advanced problems by analyzing the root cause of the issue
Technician 2, Day of Job, Advanced Repair03/2017 to 09/2017
National Center Of Excellence, Comcast – Bishop's Gate, NJ
  • Act as Day of Job support for field technicians.
  • Confirmed package details with technicians.
  • Troubleshooting video, internet, phone, and Xfinity Home with field technicians.
  • Build and provision phone numbers and voicemail in IP Multimedia Subsystem , Unified Messaging Service,
    Broadband Access Center for Cable .
  • Confirm phone number porting on day of install.
  • Taking signal level readings for set-top boxes, modems, and embedded multimedia terminal adapters for field technicians through Premise Health Test, Scout, Watchtower, Xray.
  • Confirming and troubleshooting Xfinity Home connectivity and operation through Management Portal and COPS.
  • Adding services during installation.
  • Recommending troubleshooting steps to field technicians.
  • Adding customer owned modems and provisioning equipment.
  • Building and editing accounts in Management Portal and COPS portal.
Customer Experience Specialist, CE303/2016 to 03/2017
Priority Services, Comcast – Newark, DE
  • Leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Responding to requests, assisting with product selection and handling ordering functions.
  • Troubleshooting customers' TV, internet, and phone services through the use of ITGs and product knowledge.
  • Examining our product operation and setting expectations on what the customers are to expect.
  • Educating customers about their billing through the use of CSG/ACSR and Einstein 360.
  • Using my technical knowledge to guide customers through self-install components.
  • Provisioning internet
  • Guiding customers through setting up their Wi-Fi, X1 and phone service.
  • Scheduling, rescheduling, and canceling appointments.
Communications Technician02/2007 to 03/2016
Technical Operations, Comcast – Cherry Hill, NJ
  • Installation and troubleshooting of video, internet, phone, and Xfinity Home services
  • Troubleshooting wiring issues in customers' homes and offices
  • Hooking up and activating customer premises equipment
  • Educating customers on how to use our products and services
  • Training new communications technicians how to install and troubleshoot our products
  • Diagnosing issues using Watchtower, Scout, PHT, and hand tools such as a signal level meter, foreign voltage detector, cable toner.
  • Working in coordination with our network technicians to resolve network issues in the area.
  • I started out as a CommTech 2 and achieved CommTech 3 in my first year.
  • I started supporting Xfinity Home when the product launched in my market.
  • I progressed to CommTech 4 shortly after Xfinity Home training.
Education
Associate of Applied Science: Information Technology & NetworkingExpected in 11/2020DeVry University- Downers Grove, IL

With a focus in automation & electrical circuits.

  • Awarded Dean's List Spring 2019
  • Awarded Dean's List Spring 2020
High School Diploma06/2004Sterling High School- Somerdale, NJ
Accomplishments & Projects

Xfinity Home Pod A project - 08/20

  • Customer outreach to provide assistance for false alarms due to server maintenance.

Xfinity Prepaid project - Spring 2020

  • Provided support for Xfinity Prepaid work overflow.
  • Assisted Xfinity Prepaid customers with starting, stopping, and transferring services.
  • Troubleshooting Xfinity Prepaid service with customers.
  • Provided billing support for Xfinity Prepaid customers.

Xfinity Home Startek training project - Spring 2019

  • Assisted Startek agents learn Xfinity Home product support as the company was transitioning into the Xfinity Home support space.
  • Provided Xfinity Home knowledge to agents during their nesting period.
  • Provided insights as a SME for Xfinity Home when agents and management when complex situations arose.

Commtech Jeopardy 2018 - Beast Node

  • Gained a deeper understanding of the company's products and services and the technical aspects that make them work.
  • Collaborated with teammates to create strategies for success.
  • Expanded the knowledge of fellow contestants
  • Selected to support Lazer Sharks as they prepared for the finals.

Commtech Jeopardy 2019 - Fast8

  • Acted as an knowledge base for my teammates and members of the other national teams.
  • Collaborated with my teammates to create a plan for success at the divisional competition.
  • Acted as an ambassador for NCO as a member of the National team at the finals.

QCII Success 2020 - Mentee

  • Career Development
  • Presentation Skills
  • Mentor - Theodore Hodgins

SCTE Comcast member trainings

  • DOCSIS 3.1 Installation
  • Broadband Wireless Specialist
  • Understanding Cable Technology
  • Understanding Internet of Things
  • LoRa WAN micro-lesson
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Resume Overview

Companies Worked For:

  • National Escalated Technical Solutions, Comcast
  • National Center Of Excellence, Comcast
  • Priority Services, Comcast
  • Technical Operations, Comcast

School Attended

  • DeVry University
  • Sterling High School

Job Titles Held:

  • Advanced Technician, Xfinity Home NETS
  • Technician 2, Day of Job, Advanced Repair
  • Customer Experience Specialist, CE3
  • Communications Technician

Degrees

  • Associate of Applied Science : Information Technology & Networking Expected in 11/2020
    High School Diploma 06/2004

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