Jerry C. Email & Phone Number

Norwalk, Ct

Norwalk, Ct

Shelton, Ct Usa

[Now Altice USA]Primary Responsibilities▪ Remote network troubleshooting for residential and small to medium business subscribers▪ Provide support for clients of various skill sets▪ Provide administrative assistance to Management personnel▪ Serve as subject matter expert to management and support teams▪ Serve as escalation point for complex technical and sensitive customer concerns▪ Provide ad hoc training for new-hires and seasoned team members▪ Work with supervisor to facilitate and deliver monthly team meetings▪ Provide remote network troubleshooting for residential and small to medium business subscribers▪ Provide proactive follow-up of internal and external customer issues▪ Provide online and offline triaging of critical customer issues▪ Cable ISP, VoIP and SIP▪ HFC WAN topology▪ Cable routers/modems and switches▪ WiFi Gateways and Access Points▪ MS-DOS, Windows 98+, MacOS 9+, Mobile Operating Systems▪ Common e-mail clients and web browsers▪ DOCSIS 1.1-2.0 Signal diagnosisAccomplishments▪ Trusted to assist in the development of technical policy and procedure▪ Prepared documentation and evidence of inefficiencies in tools and provided solutions▪ Created successful technical testing material for interviews▪ Inspired and helped develop future Team Leaders from Technical Support team members▪ Created successful technical testing material for interviewsTeam and Individual Industry Awards and Recognition▪ 2007 "Star" award recipient for service to team and customers▪ 2008 J.D. Power & Associates - Optimum Online▪ 2009 Team Lead Efficiency Awared for helping team exceed efficiency KPI metrics▪ 2009 J.D. Power & Associates - Optimum Business

Shelton, Ct Usa

[Now Altice USA]Primary Responsibilities ▪ Remote network troubleshooting for residential and small to medium business subscribers ▪ Cable ISP, VoIP and SIP ▪ HFC WAN topology ▪ Cable routers/modems and switches ▪ WiFi Gateways and Access Points ▪ Windows 98+ and MacOS 9+ ▪ Common e-mail clients and web browsers ▪ DOCSIS 1.1-3.0 Signal diagnosis ▪ Provide support for clients of various skill sets ▪ Meet or exceed expectations for various KPI metricsAccomplishments ▪ Exceeded soft-skills and efficiency KPI expectations ▪ Provided technical tutorials and guides for peers and leadership team ▪ Assisted new-hire training teams with technical questions ▪ Trusted to serve as an escalation point for peers ▪ Exceeded monthly testing scores for technical "Knowledge Checks."Team and Individual Industry Awards and Recognition ▪ 2006 "Star" award recipient for technical knowledge and soft skills ▪ 2006 HDI Team Excellence Award