As a Customer Service Technician I frequently engaged with customers,providing network connectivity solutions tailored to their specific needs.In going above and beyond, I supported customers with troubleshooting inorder to determine specific nature of technical malfunctions. Additionally,I led the repair and installation of internet and phone services, providingcustomers assistance in setting up Wi-Fi and computers to ensure internetconnectivity.Some key achievements in this role include:• Significantly decreased repeat trouble tickets by 97% through ensuringcomplete customer satisfaction when resolving tickets.• Selected by management for special assignment, reviewed and resolvedquality issues across all outside networks.

During my tenure as a Network Center Technician I acted as the key point ofcontact for major account customers for all telecommunications provisioningand maintenance as well as troubleshooting requirements. In collaborationwith the City of Austin, I worked on the E911 network and servicesmaintenance. I drove remote troubleshooting efforts, isolating issues anddispatching appropriate technicians for resolution.Some key achievements in this role include:• Partnered with the City of Austin on implementation of E911 network andservices, enabling location tracking by emergency personnel when 911 callsplaced.• Slashed customer circuits downtime by 75% by leveraging consistent andefficient troubleshooting.• Identified and resolved design flaws in customer network between variouscustomer locations.

Onsite customer service, troubleshooting, and educating the end-user on Xerox products and services.At Xerox I engaged with clients, ensuring optimized utilization of equipmentthrough facilitating customer training and education on equipment.Some key achievements in this role include:• Significantly reduced customer downtime and repair costs throughfacilitating training for customers on optimized equipment use.

I headed the manufacturing, repair, and troubleshooting of circuit boardsdown to component level, ensuring all tools operated in accordance withhealth and safety regulations.Some key achievements in this role include:• Co-developed and facilitated training on quality control processes acrossall placement machines resulting in improved quality control.