Responsible for monitoring hybrid fiber-coaxial network health, troubleshooting network issues and dispatching technicians for repair.Utilized Remedy Ticketing System for event trackingWorked with team to efficiently resolve network issuesCreated and tested new processesAssisted in training new hires

Provide support to customer calls on the more complex service issues. Serve as a liaison between the customer and various departments.Troubleshoot and resolve problems on high-speed data services and Digital Phone services identify and resolve local network problems.Provide networking instruction and support to residential customers, including network configuration, software configuration and network troubleshooting of PC and Macintosh computers.Monitor and track all service-related complaints.Interact with Tier 1 specialists and resolve escalated problems. Work with management team on more critical issues when necessary.Coordinate resolutions with the DNOC and GNOC and report updates to the customer.Respond to the complete spectrum of call center questions on how to use products, services and associated equipment.Participate in High Speed Internet and Digital Phone product and technical training for customer service and field operations, including developing troubleshooting guidelines and maintaining expert databases.Assist customers with high-speed data and Digital Phone service and may handle some billing, video and on-demand concerns.Document performance statistics of the system/network elements.Communicate problems as appropriate to management, Road Runner local help desk staff, and Road Runner national help desk staff.Perform all other duties as assigned.