WORK EXPERIENCE

Hotwire Communication Boca Raton FL. 6/2012-Current

Technical support/Customer Service

Job Responsibilities:

Responsible for providing technical telephone, CATV, and Internet support to customers and answer complex questions on function and usage of products

Resolve customer questions or problems via telephone and e-mail in areas of billing system and product functionality.

Serve as primary support liaison between Hotwire Communications and our residential customers

Possess thorough knowledge of Hotwire Communications product line and other applications utilized by customers

Work with customers to identify needs and to determine the appropriate action

Use investigative skills to ascertain the nature of the caller’s concerns and develop an action plan to resolve issues

Direct unsolved technical issues to appropriate departments and personnel

Comcast Cable West Palm Beach FL. 8/2008-6/2012

Technical support/Customer Service

Responsible for providing technical support for Comcast Cable, Comcast high speed internet and Comcast Digital Voice Services problems via phone. Troubleshoots hardware and software issues and communicates with helpdesk to resolve complex issues/problems. Provides technical assistance to insure a positive customer experience. Ensures adherence to the Comcast Quality Experience (CQE). Works with moderate supervision/guidance. Is accountable for individual results and impact on team.
Front line customer resource, handling everything from technical questions about Comcast products and equipment, addressing billing issues, promoting and selling new products and services.

AT&T/BellSouth Communications West Palm Beach FL. 5/2003-8/2008

NOC engineer/ Telecommunication specialist
Responsible for Testing, adjusting and/or repairing central office equipment and facilities used in providing high quality network switching, trunking, and special services.
Some examples of special services are: telephone, program (audio), video, foreign central office and exchange service, high speed data, packet switching, etc.
Using SONET multiplexer (MUX) to send data using DS0,DS1,DS3 OC48,and OC192. Follow turn up procedure and maintenance.
Install and turn up DMX MUX by lucent, test troubleshoot fiber,T3,T1,and ds0
Using DSL for customers with tcp/ip addresses
Proficient with troubleshooting T1/T3 and above Transport layer 1 issues. Understanding of voice network architecture specific to SS7, PRI, and ISDN
Using new circuits to maintain 10g with Ethernet
working knowledge of Transport Equipment: Alcatel 1631/1633, Tellabs Titan 5500, Titan 5500NGX, Titan 6400, Fujitsu - FLM-150, Cisco Cerent 15454, Sentient, Core Director, and Nortel
Taking corrective action when alarms or outages occur
Reviewing change management (mop).
Escalating problems to upper management, addressing trouble reports, analyzing and diagnosing problems.
Performing proactive maintenance of the optical network.
Focal point for restorations.

Bell Atlantic/Verizon Brooklyn NY 5/1988 - 05/2003

• Performed NPA Splits, and designing Centrex feature groups
• Trunk and line continuity and transmission testing
• Identified translations and routing issues
• Responsible for troubleshooting issues identified at customer premise and call tracing to LEC or IC
• Isolated and correct common problems found in the 5ESS switch translations or network

Maintain voice mail equipment made by Lucent, program call processing mailboxes for large businesses.
• Interfaced with end customers to resolve CPE, facility or switch Trunk & Line failures
• Provided subject matter support to second tier NOCC for trouble ticket resolution.

General responsibilities:
Responsible for maintain AT&T 5ESS switching Equipment.
Used SONET multiplexer (MUX)to send data.
Used DSL for customers with tcp/ip addresses
Took corrective action when alarms or outages occur
Reviewed change management(mop).
Escalated problems to upper management, addressing trouble reports, analyzing and diagnosing problems.
Performed proactive maintenance of the optical network.
Focal point for restorations.

TN Communication Corp. L.I.C N.Yxxx-xxx-xxxx

Responsible for installing and maintaining PBX and Key systems.
Provides hands-on assistance and troubleshoots all phone
Equipment.
Provides training and technical expertise on usage of phone
Equipment and the voice mail system.
Provide installation, testing and repair of Copper, Coaxial and
Fiber Optic cabling.