Responsible for working closely with multiple-level technicians in all markets nationwide to understand root cause for provisioning and repair-related tickets. Communicates and/or implements process requirements to reduce overall trouble rates. Uses multiple software systems and applications to ensure customer service orders and repair tickets are completed accurately and on-time. Works on straight forward tasks using established procedures. Own the customer experience-think and act in ways that put the customers first, give them seamless digital options at every touch point, and make them promoters of Xfinity’s products and services.

Responsible to find solutions for problems reported from direct contact, escalated from the first level support and/or other reports of an issue such as phone calls, chat and system tickets. Duties include the tracking of problems until a solution is identified and implemented to the customer's satisfaction. Problems could include hardware and/or software issues, virus remediation, proprietary application issues and fault isolation on PCs, LAN equipment, printers, telephony/communications devices/software and other peripherals. Was also a team member that worked several additional projects. Examples of projects include state/site conversions, site closures and complete site moves. Assisted network and server teams when eyes/hands on site needed. Supervised and trained high school intern giving experience in technical field of their choice for college program. Wrote and updated several wiki help articles that tier 1 and fellow tier 2 support techs could use to follow to known issues with confirmed resolutions. (NOTE: Worked at Frontier for Technisource Temp Services. 03/12 – 12/12 before becoming full time with Frontier)

Duties included Network Troubleshooting/Maintenance, Server/Workstation Upgrades/Maintenance/Installation, Phone System Installation/Maintenance/Repairs, Workstation/User Support, Lean Team Member, Website/Email Maintenance/Updates, Product Test setup/Design/Troubleshooting/Documentation and Assembly of products. (NOTE: Also worked for Cables Inc. 09/07 – 11/09 before they closed and reopened under new ownership as Focus Mfg. and also for Humanix from 12/09 – 01/10 for Focus while Focus Mfg got started)