Eugene Bennett Email & Phone Number

Austin, Texas Area

Austin, Texas Area

• Maintain records and files of work and revisions.• Avaya phone system installation lead• Quality Assurance Lead• Verify the Severity of connectivity issues• De-Escalate calls from other departments• Identify the causes of networking problems, using diagnostic testing software and equipment.• Troubleshoot network or connectivity problems for users or user groups.• Create or revise user instructions, procedures, or manuals.• Cross-Departmental Communication• Network Operations Knowledge

Technical support of all levels of service in Central TXResolved customer concerns / conflictsFull knowledge of call center policy and procedures Full working knowledge of CSG, ICOMS and AAD billing systemsManaged Digital Phone Error (DPE) ticketing systemDeveloped process and procedures to improve phone troubleshooting resolution pathTracked / reported digital phone trendsNetworking communications with other departments to include but not limited to GNOC, RNOC, NDC, Field Operations , Tech Operations and Sprint CRCProject coordinator for Level of Quality (LOQ) support Subject Matter Expert (SME) for new hire technical support classesSubject Matter Expert in development of training material for Advanced and Expert Technical Support Modules to Curriculum Design team

Trained new service technicians in proper trouble shooting of cable systemsRepaired components to ensure quality level signal strength Provided customer education of all supported products and servicesMeasured signal strength at tap using field meters

Installed, maintained and repaired of residential cable equipment and services

Supervise call center representatives Overnight supervisor 15 months Extensive knowledge of CSG & AAD billing systemsProvide on the job training to team membersHandle all customer and technical escalations Coach team members to improve individual results in 2012 placing fourth overall in call center team scoresImprovement of team scores of 30% overall average in Scorecard rating systemCoach team members on current call center policies and proceduresDay to day side by side mentoring Completing verbal and written counseling of team members performance / attendance