Proactive Fiber Customer Support Analyst offering 10 years of demonstrated success aiding companies to optimize and streamline processes to propel improvements in efficiency, productivity and revenue generation. Practiced business consultant with in-depth understanding of all facets from marketing to operations. Ambitious and confident leader with invaluable insights and critical-thinking skills.
Skills
Customer Support
Problem Resolution
User technical support
Computer configurations
Configuring devices
Active listening
Organizational skills
Conflict resolution
Project planning
Computer skills
Testing equipment
Diagnostics and troubleshooting
Installing equipment
Decision-making
Network configuration
Software deployment
Education and Training
ITT Technical Institute - IndianapolisIndianapolis, INExpected in 09/2013 – –Associate of Science: - GPA:
ITT Technical Institute - IndianapolisIndianapolis, INExpected in 09/2013 – –Bachelor of Science:Information Technology Project Management - GPA:
Certifications
Licensed Network + (2016)
Experience
Mercuryz - Fiber Customer Support Analyst Brownsville, TX, 12/2014 - Current
Answer incoming calls from customers with order inquiry and/or trouble reports.
Implemented unique methods and methodologies, which helped reduce and resolve issues.
Provide customer with service activation support for voice, Fios internet and TV service activations.
Provide real time virtual support to customers by means of Techsee virtual assistance tools.
Operate a PC/data terminal to maintain status of service orders and trouble reports in various FTTP operations databases.
Dispatch trouble reports and service orders to appropriate outside installation and repair forces and receiving close out information from those groups.
Negotiating dates and times for access arrangements associated with resolving customer service order fallouts and trouble reports.
Performing analysis to isolate types of troubles and conditions using an assortments of tools and applications. Isolating LAN/WAN connectivity issues and providing a resolutions based on company standards and procedures.
Serving as a liaison between customer and other internal departments to address customer concerns.
Provided support with home network equipment both third party and company owned equipment including PC configuration, home router, email and other internet applications.
Performed additional duties and task as needed by the company.
City Of Carson City, Nv - Central Office Technician Carson City, NV, 06/2013 - 10/2014
Repaired and maintained circuits, cables and equipment for uninterrupted service.
Adhered to security procedures and followed safety regulations.
Maintained records of central office equipment inventory.
Operated and maintained legacy systems, next generation technologies within the local and toll switch. Including data networks, computer processing equipment and associated peripherals.
Performing daily backups and routine monitoring including generic upgrades, system reconfigurations, F.C.O's hardware changes ans system relocations.
Monitoring switching equipment computer systems, networks to ensure they are operating at optimal levels, taken corrective actions when necessary.
Analyzing data to track and review system alarms, logs, trouble reports, traffic measurement and reports. Providing corrective actions when needed.
Performing coordinated testing functions associated with service provisioning activities.
Planning jobs and determining materials, tools and forces to complete task, while developing schedule to complete task ans adjusting priorities to inform team when problems arise.
Working with field technicians that utilize complex testing devices such as protocols analyzers, transmission measuring sets.
Acting as a LAN/WAN administrator.
Investigating switch AMA usage errors. Documenting trouble tickets and referring to correct organizations for resolutions.
Demonstrated self-reliance by meeting and exceeding workflow needs.
Accessing operations of support system software and hardware including system used for specific customer contracts, such as federal contracts.
Comcast - Network Analyst City, STATE, 08/2010 - 06/2013
Diagnosed network problems involving combination of hardware, software, power and communications issues.
Review and interpret work orders, network and circuit diagrams.
Troubleshoot using flow charts for power plants and rectifiers.
Analyze troubles, testing, repair and turning up of customer circuits. Maintaining detailed records of account changes and work activities.
Installing, repair and performing preventive maintenance on telephone switching, transport, power equipment at both private establishment and at assigned and unassigned work locations.
Referring services problems for testing and/or dispatching.
Removing or placing connections on wore distribution frames using solder, wirewrap and punch down terminal connections.
Operating and maintaining power equipment including central office generators for power failures.
Gathering information required for projects and assignments. Researching relevant sources to ensure that information is current and relevant. Carefully reading forms, diagrams and other documents.
Operating computer terminal and modifying/analyzing some software programs when required.
Perform additional duties as needed by the company when requested.
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