Cox Communications, West Warwick, RI 2015-2017 www.cox.comDispatcher/Route Support SpecialistNortheast CommCenter - Operations, Dispatch and Routing• Acts as the primary point of contact for the Field Service Technicians • Proactively monitors job pools and schedules and identifies unfilled time slots, overbooking, inefficiencies, late or unfinished jobs; takes action to assign/reassign work to meet customer commitments. • Adjusts jobs to fill open spots in routes to replace work that has been cancelled, rescheduled, or not done to ensure customer needs are met. Manages same day requests (Must Do or Sooner) • Ensures daily Field Service routes are operationally efficient with appropriate drive time, meet on-time-guarantees, maximize productivity and align with employee skill sets. • Monitors Tech status through OFSC and mobile resource management tools to effectively manage Techs arrival times and shift completion. • Modifies work orders (Sales) in response to changes from Techs or customers, to correct errors, and when new products or features are sold during the customer visit. • Customer Service duties including: customer appointment verification, outage resolution, priority or same day scheduling requests, job move ups and work order cancellations. • Assists Techs with equipment diagnostics and/or work order completion. • Assists Techs with troubleshooting and request additional assistance. • Makes recommendations to improve overall routing effectiveness • May be responsible for resolving open work order pools. • Run OFSC Forecast and makes necessary adjustments to tech placement before auto routing run occurs. • Ensures daily routes meet drive time, on-time-guarantee, Tech productivity and skill set expectations. • Make recommendations to improve overall routing effectiveness • Project lead for CommCenter Go All Digital Support (GAD)

Go All Digital Project Support within the Northeast CommCenter for Cox Communications Including: Work Order Modification and Correction, Order Entry, Daily Reporting,Train New hires on Go All Digital on Work Order Accuracy Support Technical Support for Inhouse and Vendor Technicians

• Resolves service related issues related to Cox products including but not limited to, analog video, digital video, DVRs, HD, Cox High Speed Internet and Cox Digital Telephone by directing customers through a series of troubleshooting steps.• Educates customer on customer owned equipment such as PC, TVs, VCRs, etc. Educates customer on use of browser, use of email, changing passwords and other member services features.• Assists customer with reinstalling software, modem issues, TCP/IP settings and other functions by performing detailed troubleshooting and walk through steps.• Effectively uses troubleshooting tools such as EdgeHealth, Polaris, DART and large customer database.• Resolves problems on the first call with a minimum of transfers, truck rolls or Test Desk tickets by consistently improving personal technical knowledge and understanding.• Refers customers to Tier 2 or Test Desk in cases in which the attempts to resolve the service issue were not successful.• When necessary, schedules a service visit at the customer's convenience.• Transitionally sells/presents additional Cox products to the customer.• Resolves questions/concerns effectively and efficiently thought the use of active listening and personalizing techniques based on the customers needs.• Handles escalated calls from Tier 1 or de-escalated from Tier 2.5

Support within Technical Services team to provide World Class Support that has won several major industry awards. Maintaining a one hour call back requirement and exceeding customer expectations, preserving 98% Customer Satisfaction. Team support of over 3500 customers.* Use of “Problem Tracking System” within Technical Services to track and respond to customer issues. Update of knowledge database with problem resolutions for future call handling performance.* Support and diagnose Quadrant’s FastFax, Edocs Enterprise Family of Mission Critical Products, software and hardware for the AS/400 and LAN/WAN Microsoft NT and Novell Netware environments.* Working with MIS personnel, Network Administrators and end users in troubleshooting their issues on installation of AS/400 and LAN environments. Act as a liaison to develop good rapport with customers in meeting their mission critical requirements for fax and email.* Q/A, testing of software and hardware changes for release enhancements, identifying/reporting bugs and release issues.

* Product support of Microsoft’s Word for Windows (version 2.0, 6.0), Word 7.0 for Windows95, Word 97 for Windows95, along with Office Suite support.Buddy Program Director * Responsible for ensuring new hires have proper training and resources to team with a senior technician on a live customer call.Lead AOC (Area of Concentration) * Within Excel/Word products, responsible for ensuring all technicians have resources available to enhance their performance in handling of customer calls.Mentor in Training (MIT) * Responsible for taking internal calls to assist in house technicians to provide guidance on customer issues.* Responsible for calls escalated to Mentor (MIT) to provide enhanced service if primary technical unable to resolve customer’s issue.Achievements: Customer letters, Customer recognition, Teamwork Awards, Achievement Awards, Quality Awards.

1989 - 1992​Senior Engineer Technician * Designed hardware and software for testing cabinet level and sub-assemblies, wire wrapped base plates, discrete devices, linear and digital IC’s on automated test equipment. Outlined and implemented test procedures to ensure military standard compliance. Provided technical support for Incoming Inspection and manufacturer test personnel. Wrote technical training manual and taught in-house courses on the DITMCO wiring analyzer test system.1981-1989​Engineer Assistance Technician * Assist engineers in projects design schematics per instruction. Develop test adapters and test cables. Wrote and documented test procedures. Test support for manufacture test personnel. Analyzed and debugged defects, make required upgrades or changes. Made recommendations for changes and report product performance to responsible engineers.