Gabriel Duarte Email & Phone Number

• Create a training curriculum and schedule for new Cox Advocate agents.• Facilitate training classes for on-boarding Cox Advocate agents.• Motivate and encourage reps on solving unusual circumstances.• Collaborate with various department leaders for customer escalations.• Mentor and coach frontline agents on areas of opportunities.• Adapt to changes in the department and business needs.• Resolve and take ownership of supervisor technical and billing escalations.• Assist Advanced Technical Support team on complex back-office tickets.

• Work on Data modem provisioning, IP and DNS management, HFC Plant and Network problem trends, PC and Mac operating systems, TCP/IP, NAT and ARP troubleshooting, along with Cox Business Security Suite and Metro-E connections.• Responsible for Data and Video troubleshooting for hospitality networks and small and medium sized businesses. • Proficient in Cisco and Motorola equipment involving Video services, set-top box configuration with Cox equipment and cable management. • Able to notate, troubleshoot and resolve network related problems with extreme efficiency during high volumes of customer requests.

Attleboro, Ma

• Responsible of the planning, executing and closing of any project pertaining to proprietary software. • Worked with new clients in training on GIS software for their retail real estate needs.• Consolidated multiple clients and organizations as a primary point of contact when scheduling meetings and troubleshooting sessions. • Made sure deadlines and goals were met and attained. • Quality assurance and testing before software gets pushed to final production.• Led daily scrum meetings overviewing projects with specific timelines and expectations.

Pawtucket, Ri

• Responsible for the installation and maintenance of personal computers, operating systems and peripherals.• As part of the help desk team, I provided technical assistance, support, problem determination and resolution, and participated in system user training. • Utilized email, phone calls, instant messaging, Windows Remote Desktop Connection and walk-ins as a way to acknowledge and resolve an issue.• Handled all major Apple related tasks, including Mac computers, iPads, and iPhones.• Participated in inter-departmental IT projects and assisted in evaluation of hardware/software vendors.

Providence, Ri

• As part of the leadership team, I was responsible for the mentoring, training and personal development of my peers.• Maintained top tier results, not only quarterly, but also annually. • Able to properly diagnose and repair mobile devices such as iPhones and iPads in an efficient and appropriate manner for each customer.• Scheduled and conducted Business-to-Business meetings to go over the wants and needs for each company.• Generated over $2.5 million in revenue yearly.

Bachelor Of Science (B.S.), Operational Management, 3.3

Associates Degree, Business Management, 3.5