Benjamin Hickey Email & Phone Number

Grand Rapids, Michigan, United States

Greater Grand Rapids, Michigan Area

- Oversee the day-to-day operations of the TOC while staying well informed of trouble ticket activity.- Receive escalations from customers and/or agents regarding provided services.- Receive internal escalation from the sales channel, alternative departments within the organization, the TOC team for support or any other vested source.- Serve as back-up to.

Greater Grand Rapids, Michigan Area

- Troubleshoot circuit issues from DS0 level to OC192, Ethernet and DWDM.- Perform required as well as requested configuration changes to customer networks.- Contact LECs and apply appropriate pressure to ensure a timely resolution of physical circuit troubles.- Successfully resolved any high-speed data issues. - Troubleshoot routing issues for MPLS and.

Saginaw, Michigan Area

- Consistently contact LECs to escalate issues with them and push for immediate testing.- Provision Cisco and Adtran routers as well as make changes to existing configurations.- Consistently met or exceeded expectations in regards to tickets closed per shift and calls per hour.- Successfully resolved any high-speed data or VOIP issues to the best of my.

Bay City, MI

• Receive inbound calls from technical and customer service partners to perform a number of related tasks including, but not limited to, provisioning data devices, customer account setup and corrections, sales campaigns.
• Consistently met or exceeded expectations in regards to tracking, volume, quality, and efficiency of calls.
• Successfully resolved any cable television and high-speed data issues.
• Create work orders for various issues including bury drops, trouble calls, customer and technical issues, and escalated line maintenance issues.

Saginaw, Michigan Area

• Manage and motivate staff into a sales-goal focus and keep records including TNR reports, trade reports, debt-collection reports, sales reports, and more with cash-handling responsibilities as well as end of day cash.
• Top pre-sale specialist in the month of June, 2009 and December, 2009
• Came in second place among all employees, and first place in non-managers in a contest involving sales of confection bundles and Summer Escape passes with over 150 points.
• Reorganize store racks to maximize efficiency during Sidewalk Sale events.
• Manage a staff of eight employees and motivate them into exceeding sales goals with extraordinary customer service.
• Assist patrons in finding any source of entertainment they desire and to motivate them into purchasing additional products and services.

Bay City, MI

• Liaison between Charter Communications and customers to ensure quality of installations by completing customer satisfaction surveys, finding any issues that rise, and troubleshooting them.
• Participated in a project that seamlessly transferred all customers to a new modem provisioning system.
• Fielded additional queries above and beyond those on the survey to find out information about competitors and provided them to upper management.
• Successfully resolved high-speed data and cable television issues.

Saginaw, Michigan Area

• Motivated and managed greater than thirty employees over multiple shifts.
• Safely escorted all 1,000+ patrons safely and happily from the theater during a critical power outage.
• Developed multiple spreadsheets used to track fiscal statistics, film performance, and confection stock to improve efficiency.
• Took hundreds of feet per film and constructed them into a playable and workable condition.
• Scheduled multiple activities for the Spring and Fall Free Matinees for children to boost attendance.

Associates Of The Arts, English Language And Literature/Letters

High School