Frank Irish Email & Phone Number

West Warwick, Rhode Island. 02893

• 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.

Warwick, RI

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.
• 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.

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.

Canton, Massachusetts

* 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.

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.