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Fiber Network Technician Resume Example

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FIBER NETWORK TECHNICIAN
Professional Summary
Skills
  • Microsoft Office: Word, Excel, PowerPoint, Outlook
  • Ticketing Systems: BOLDAIMS; WFM; ViryaNet; Remedy; iVAPP
  • Windows 10; Mac OSX; Android OS DHCP, PPPoE, Static IP, WEP encryption wireless, Ethernet, MoCa, TCP/IP
  • Video: Arris set-top boxes, Motorola set-top boxes, Cable cards, TVs, Universal Remotes, VCRs, DVD, IP Connectivity
  • Programming: DMS10, DMS100, GTD5, 5ESS, CS2K, Voicemail, VoIP, Triton
  • Provisioning:, Broadsoft, EMS, Panorama, AMS, AXSVision, M6, Adtran, Alcatel
  • Cabling: HDMI, Component, Coaxial, Optical Cable
  • Routers:, Actiontec MI424WE, D-Link 624 & 604, Juniper E-Series, Juniper MX, Arris
Work History
Fiber Network Technician, 05/2014 to Current
Frontier Communications Inc – Irving, TX
  • Resolves 30 - 50 residential and business service issues per day in CA, FL, and TX Frontier regions (approximately 8 million Frontier telecom customers) in less than 70% of the allocated time limit; Supports alt channel sales teams by adding product to orders, correcting order fallout, adding promotions to correct billing, running customer credit checks and investigating account discrepancies; Collects deposits and sales-related paperwork from customers; Tracks and monitors orders to completion, contacting customers as necessary to ensure a timely dispatch and/or activation; Recognized for maintaining high quality detailed records of all activity on customer accounts; Troubleshoots the fiber network from CO to customer's home, including phone, TV, and data services.
Fiber Network Technician, 04/2015 to Current
Frontier Communications Inc – Irving, TX
  • Resolves 30 - 50 residential and business service issues per day in CA, FL, and TX Frontier regions (approximately 8 million Frontier telecom customers) in less than 70% of the allocated time limit; Supports alt channel sales teams by adding product to orders, correcting order fallout, adding promotions to correct billing, running customer credit checks and investigating account discrepancies; Collects deposits and sales-related paperwork from customers; Tracks and monitors orders to completion, contacting customers as necessary to ensure a timely dispatch and/or activation; Recognized for maintaining high quality detailed records of all activity on customer accounts; Troubleshoots the fiber network from CO to customer's home, including phone, TV, and data services.
Fiber Customer Support Analyst, 11/2004 to 04/2015
Verizon Communications Inc – Irving, TX
  • Resolves 50 - 70 technical tickets per day in Texas, Florida, and California (approximately 1.6 million FiOS Internet customers) in less than 50% of the allocated time limit; Ensures well-informed interdepartmental team of 48 employees by coaching and mentoring on specific problem areas including chat responses, technical issues, and customer service; Analyzes reported fiber optic issues to determine the root cause and determines resolution from hands-on fixes, SME communications, or delegating to another support group or management if required; Communicates change management requirements for the in-house system to the Development Team and monitors the creation of a patch to remove gaps; Guides customers through step by step validation of problem descriptions and performs detailed issue diagnosis and resolution coaching stemming from over 1600 orders placed per day; Troubleshoots any issues affecting the digital phone service, including any inside wiring issues such as shorts and grounds, as well as internal network causes; Provisions outside plant facilities for new installs: OLTs, hubs, splitters, terminals, strands, PON cards, ONTs and MDUs; Contributes to risk management improvement strategies by gathering raw data for reports on engineering fallouts throughout the year.
Fiber Customer Support Analyst, 01/2007 to 03/2016
Verizon Telecom – Irving, TX
  • Resolves 50 - 70 technical tickets per day in Texas, Florida, and California (approximately 1.6 million FiOS Internet customers) in less than 50% of the allocated time limit; Ensures well-informed interdepartmental team of 48 employees by coaching and mentoring on specific problem areas including chat responses, technical issues, and customer service; Analyzes reported fiber optic issues to determine the root cause and determines resolution from hands-on fixes, SME communications, or delegating to another support group or management if required; Communicates change management requirements for the in-house system to the Development Team and monitors the creation of a patch to remove gaps; Guides customers through step by step validation of problem descriptions and performs detailed issue diagnosis and resolution coaching stemming from over 1600 orders placed per day; Troubleshoots any issues affecting the digital phone service, including any inside wiring issues such as shorts and grounds, as well as internal network causes; Provisions outside plant facilities for new installs: OLTs, hubs, splitters, terminals, strands, PON cards, ONTs and MDUs; Contributes to risk management improvement strategies by gathering raw data for reports on engineering fallouts throughout the year.
Fiber Customer Support Analyst, 11/2004 to 05/2014
Verizon Communications Inc– Irving, TX
  • Resolves 50 - 70 technical tickets per day in Texas, Florida, and California (approximately 1.6 million FiOS Internet customers) in less than 50% of the allocated time limit; Ensures well-informed interdepartmental team of 48 employees by coaching and mentoring on specific problem areas including chat responses, technical issues, and customer service; Analyzes reported fiber optic issues to determine the root cause and determines resolution from hands-on fixes, SME communications, or delegating to another support group or management if required; Communicates change management requirements for the in-house system to the Development Team and monitors the creation of a patch to remove gaps; Guides customers through step by step validation of problem descriptions and performs detailed issue diagnosis and resolution coaching stemming from over 1600 orders placed per day; Troubleshoots any issues affecting the digital phone service, including any inside wiring issues such as shorts and grounds, as well as internal network causes; Provisions outside plant facilities for new installs: OLTs, hubs, splitters, terminals, strands, PON cards, ONTs and MDUs; Contributes to risk management improvement strategies by gathering raw data for reports on engineering fallouts throughout the year.
Skills
5ESS, billing, Cable, Cabling, CCNA, Cisco Certified Network Associate, change management, coaching, CA, credit, encryption, customer service, DHCP, diagnosis, DVD, Ethernet, hubs, IP, Mac, mentoring, Excel, Microsoft Office, Outlook, PowerPoint, Windows, Word, monitors, Motorola, network, Networking, OS, Programming, quality, risk management, Routers, sales, TCP/IP, telecom, phone, TV, validation, Video, VoIP, wiring
Education
Cisco Certified Network Associate (CCNA): October 2017
Dallas Community College - Dallas, TX
Bachelor of Arts: Music Performance, May 2005
Texas Tech University - Lubbock, TX
Music Performance
Additional Information
  • AWARDS Customer Service Excellence May 2009 Verizon Dallas, TX
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Resume Overview

Companies Worked For:

  • Frontier Communications Inc
  • Verizon Communications Inc
  • Verizon Telecom

School Attended

  • Dallas Community College
  • Texas Tech University

Job Titles Held:

  • Fiber Network Technician
  • Fiber Customer Support Analyst

Degrees

  • Cisco Certified Network Associate (CCNA) : October 2017
    Bachelor of Arts : Music Performance , May 2005

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