Dan Blanco Email & Phone Number

Philadelphia, Pennsylvania, United States

Call Center agent for the national alarm system escalations team, NCOE/NETS (National Center of Excellence/National Escalations and Technical Solutions). Servicing technical concerns for customer and technicians, as well as billing resolutions and in-depth account investigations using a wide array of proprietary backend tools, and in specific cases, accounting ledger investigation. Addressing sensitive technical issues that can arise during Xfinity Home installations Investigating customer billing concerns and resolving escalated cases Handling sensitive calls to minimize company risk and assess appropriate customer action Maintaining customer accounts to update end-of-life equipment or to resolve service issues Enforcing policies regarding equipment returns and renewals to protect department budget Providing best practices support and education to new hires and co-operating departments Recognized and awarded for quality of service in an environment with high expectations

Philadelphia, Pennsylvania, United States

Installation and Service Technician for Cable, Internet, Landline, and Alarm System products. Lead technician role, often working on corporate-assigned escalated cases. Perform installations for residential Cable, Internet, Phone, and Home Security customers Running Cable wire from telephone poles to inside customer houses and apartments Adhering to electrical codes regarding safety and proper grounding and bonding procedures Troubleshoot all residential Comcast equipment ranging from equipment failure to user error Act as a Comcast representative and ambassador, and the face of the company that customers see Trained and certified in defensive driving for driving company vehicles Awarded recognition for most helpful member under my supervisor’s team of technicians Awarded recognition for technician with best overall performance metrics for 2018 Frequently assisting customers with non-Comcast equipment due to IT experience Training new hires for field preparedness and education on the use of internal productivity applications Experience with explaining technical details and information to customers in an understandable and relatable way Assigned to projects where attention to detail and quality control are primary concerns

Philadelphia, Pennsylvania, United States

Initially entered role as an intern position, worked with IT manager to handle a variety of tasks and projects. Troubleshooting for end users desktop and laptops in a Windows 7 environment Troubleshooting and maintenance of a Windows Server 2012 environment – Domain Controller and File Server Support and configuration of a hosted Exchange 365 environment with Active Directory integration Configured a Microsoft Deployment Toolkit server to load machine images via PXE boot Provided full IT coverage in absence of IT manager Research information on products managed by IT and evaluated potential new products Developed in-house imaging process to streamline computer builds for employees Perform testing on computers to ensure reliable performance Verify and document reported issues and hardware problems Make calls to vendors to solve issues not handled by internal IT personnel Develop documentation for procedures that IT follows Develop and test IT procedures and policies to improve RFA workflow Manage rotation/replacement of Server backups Set up and deploy computers to new employees Support for Office365 and integration with Active Directory Configuring and troubleshooting for Mimecast spam filtering solution Manage and troubleshoot hosted VOIP technology and applications Migrated primary production server from a MS Small Business Server to Server 2012 with minimal downtime Trained incoming IT personnel on the day-to-day function of the organization Supported cloud hosted Enterprise Symantec installation and ongoing maintenance Supported BOYD mobile environment including iOS and Android support for Wi-Fi and Email Aptly responded to a variety of environmental issues in the data center including a floor and HVAC issues Supported and maintained A/V equipment for multiple conference rooms Migrated critical software to new server installation Managed office-wide help desk application Spiceworks