Erwin Caldejon Email & Phone Number

Seattle, Washington

Kirkland, Wa

Jul 2010 - Sep 2011Responsible for installing, maintaining, and troubleshooting ad insertion servers and network devices to ensure the successful broadcast of zone-targeted video advertising across Comcast and partner digital and analog cable systems, managing project implementation in collaboration with cross-departmental stakeholders and partner MSOs. - Utilizing a comprehensive understanding of Linux and Windows digital and analog ad insertion platforms. - Keeping up-to-date with new cable technologies and utilizing a strong understanding of digital and analog cable systems. - Excellent written and interpersonal communication skills, organizational skills, and documentation practices. - Designed, implemented, and administered Northwest Regional SharePoint site for a centralized resource of uniform information for WA and OR Engineering teams.- Participating in week long, on call rotation, for afterhours and weekend field engineering support.

Seattle, Wa

Responsible for supervising and coordinating the Ad Sales Technical Operations team in the Northwest Region (WA/OR/ID). Coordinating the team’s daily activities within alignment of the current business goals and objectives.- Enabling and developing my people to ensure they are successful at accomplishing their individual goals and preparing them to advance into a new role in or outside of Comcast Spotlight.- Overseeing the management and implementation of projects in collaboration with cross-departmental stakeholders within Comcast and partner MSOs.- Keeping abreast of current cable system technologies and utilizing a robust understanding of digital and analog cable systems to ensure the successful completion of engineering projects. - Designed and administering the West Division SharePoint site for a centralized resource of uniform information for West Division Ad Sales Technical Operation teams and the Master Control Center.

Seattle, Wa

Responsible for troubleshooting internal user issues received via ticket, phone, or e-mail, tracking and documenting all tickets, and resolving or escalating to tier 2 support. As well as deployment of all user based assets. - First point of contact with all agents for resolving tickets. Ensuring all service-level agreements are met and objectives are being achieved. - Maximizing team productivity by taking personal responsibility for customer satisfaction and leading the team to do the same.- Managing the resolution of trouble tickets using Remedy Ticketing System. Educating users regarding system operations and utilities for future self-help resolutions. - Supported Hardware: Dell based laptops and desktops, blackberries, smartphones, tablets, file and print servers, and Cisco switches and routers. - Supported Software: Windows XP/7, Active Directory, SalesLook CRM, Microsoft Office, Citrix, RDP, Dameware, BES, Open TV – Eclipse, Strata – Tim and View32.

Seattle, Wa

Responsible for troubleshooting tap to unit (Small business and Residential) RF issues affecting all lines of business: Business Class and Residential High Speed Internet, Digital Voice, Home Networking, and all levels of video service. - Demonstrating critical troubleshooting skills, to minimize customer down time, and resolve complex service issues on a first contact resolution.- Providing detailed customer education regarding service issues, to prevent repeat service calls.- Qualifying Communication Technician 3’s for leakage detection, fault location, and repair. - CLI Project: Swept entire South Seattle footprint for cable signal leakage, and repaired to FCC acceptable leakage level.

Everett, Wa

Responsible for providing technical support for Comcast High Speed Internet and Video Service problems via phone. Troubleshooting hardware and software issues and communicating with helpdesk to resolve complex issues or problems. Ticketing and documenting all issues using Remedy Ticketing System.- Demonstrating listening and analytical skills, with the ability to obtain key information and resolve complex service problems with first call resolution.- Utilizing an excellent knowledge of Microsoft Windows and Mac operating systems, IP connectivity, Web Browsers, and E-mail. Diagnosing hardware, software, cable modem, router, and cabling issues.- Consistently demonstrating ability to meet higher performance expectations (minimizing average handle time and truck rolls).