General Summary: - This position is responsible for tier 1 support of multiple Windstream products and services for Elite customers.Experience and Responsibilities:- Expanded support level to include Repair Answer role (open trouble tickets), and support for Transport/Facilities physical access (Electrical and Optical) connectivity, Voice (TDM/VoIP), and Software-Defined Wide Area Network (SD-WAN) products and services.- Continued same duties as previous role (Data/Voice Specialist) providing support for Elite Customers.

General Summary: - This position is responsible for tier 1 support of Windstream Wide Area Network (WAN) products and data services.Experience and Responsibilities:- Answered incoming calls from Enterprise Customers, Top 25 Major Enterprise Customers, Small/Medium-sized Business Customers and vendors to assist with current trouble reports, provide status updates, and (in a limited capacity) open new trouble tickets when needed.- Attained base level knowledge of directly and indirectly related Windstream products and services including VoIP, Internet, MPLS, POTS, Managed Router, Advanced Application Reporting, SD-WAN and Firewall services.- Tested and troubleshooted service issues including out-of-service, connection bouncing, packet loss, connection latency, call-quality, and over-utilization of bandwidth troubles in edge, core, and customer premise equipment.- Exercised skills to configure, test, and troubleshoot TCP/IP suite protocols and functions including AAA, ARP, ACL, NAT, DHCP, DNS, SNMP, IP Flow, Top-Talkers, IP SLA/Probe, static routing, BGP (minimal OSPF and EIGRP), VLAN, MPLS, VRF, PPP, Multilink, and Frame-Relay.- Multi-tasked between various accounts databases, circuit databases, ticketing systems, and remote access servers.- Displayed customer service and interpersonal skills in communication of events, updates, and distillation of complex technical issues/situations down to understandable terms.- Provided mentoring and support for other tier 1 technicians.

- Lead by example in following Tim Horton's policies, to act as a role model for Crew members.- Followed all store policies and procedures (e.g. cash handling procedures, hand washing, back door policy, break policy, injury & illness reporting policy).- Incorporated proper delegation and execution of daily responsibilities for shift management that included ordering, baking, customer service, cash controls, cleaning, break scheduling, stocking, etc.- Reported all accidents, unsafe conditions and security incidents to management.- Continued same duties as previous role (Team Member) in a more limited capacity.

- Provided guests with exceptional experiences through fast and friendly service.- Worked as a team to meet restaurant in-store and drive-thru Speed-of-Service goals, revenue goals, and shift objectives.- Maintained restaurant standards of cleanliness, and freshness.- Exhibited a sense of urgency in all tasks, especially pertaining to guest's experience.- Incorporated SET: Smile, Eye Contact, and Thank you practices when engaged with guests.

- Assisted Test Lab Manager in quality control and order processing.- Performed operational integrity testing of routing, switching, and transport equipment from manufacturers including Cisco, Adtran, Juniper, Dell, Alcatel, Carrier Access, Ciena, Calix and more.- Collaborated with Sales, Accounting, and Shipping teams to meet customer expectations.