As a level four technician with Comcast's Customer Security Assurance department my primary focus was designing and implementing a web application for use by the CSA team. I helped create a form-based system used by technicians to fully track every inbound and outbound call across all types of issues that come info the CSA call center. This also included building and maintaining the underlying database and writing stored procedures providing granular metrics on all call data to CSA management and executives. As a level four technician I would also occasionally provide advanced escalation support and training for other CSA technicians.

As a level three technician in Comcast's Customer Security Assurance department I provided escalation support and training to level two technicians and expanded my role in designing and implementing a web application used by the team. I helped architect and implement additional escalation and call tracking tools as well as the underlying schema to support it.

Comcast Customer Security Assurance is primarily an inbound call center supporting Comcast voice and internet customers regarding policy enforcement and internet abuse. As a level 2 technician I was talking inbound calls from customers and paving outbound calls when there was suspicion of building one of Comcast's policies or if we received reports of internet abuse from a third party. In addition I would support customers with spam, viruses and malware, and home network security. I also began working on an internal web application supporting the team, including a time off tracking and approval system and a system for managing escalations within the team.

As a customer technical support agent, we were expected to answer phone calls from customers on the front line. For APG (Advanced Product Group) we supported all services to provide technical support to all customers.