Kyle Esposito Email & Phone Number

Nashville, Tennessee, United States

Cary, North Carolina, United States

Managed service on a range of fiber transmission equipment, including Fujitsu 4500, 7200 & 9500, Nortel OC 12, 48, & 192, Ciena 6500, & Tellabs 7100Worked closely with engineers in the field to troubleshoot and isolate network faults, and advise on equipment maintenance to be completed.Opened and closed maintenance windows as needed when network elements were required to be taken offline to perform scheduled work or upgrades.Maintained active communication with internal and external stakeholders when addressing network outages to ensure the status of the network repair is accurately communicated

Tampa, Florida

Maintain consistently high-performance metrics in the top 15% of employees based on call efficiency, customer satisfaction, issue resolution, and increased revenue on customer accounts.Perform side-by-side coaching with peers based by observing live calls and providing direct feedback to aid in improving their performance, as well as that of the team as a whole.Develop and present sales workshops to the agents of my senior manager's team based on my prior experience in the company's retail locations as a supplement to the existing customer experience training in place to aid our workgroup’s metrics and increase our team's revenue generation.Assisted the team's supervisor by regularly lead morning meetings and information briefs to communicate changes to the business and new procedures with my team. Also assisted with communicating individual and team results, and following up with agents whose metrics were below expectations to help them improve their performance.Review customer's accounts to assist with requested plan, feature, and device changes.Performing device and network troubleshooting for customer reported errors to provide a 'first-contact' resolution.Experienced in supporting customers over direct voice conversations, as well as working with multiple customers simultaneously over direct messaging services in an accurate and timely manner.Competitively selected for and completed Pre-Leader Academy, which provided specialized coaching in: employee management and support, making business related financial decisions, assembling and leading a new team of experienced employees, and setting achievable intermediate goals to reach a desired outcome.

Silverdale, Wa

Acted as the primary point of contact and technician for advanced troubleshooting issues on smart phones and internet devices regarding network connectivity and software functionality.Researched new business processes and products in advance of their implementation, and subsequently provided training to my peers based on this research to prepare our team to best utilize and implement them.Maintained flexibility in performing my duties to adjust to rapidly changing policies and procedures, and incorporate them into my work routine to consistently exceed targeted metrics.Consistently adhered to established information security protocols and procedures to maintain customer account integrity, as well as to identify and prevent attempted account fraud and identity theft.Supported multiple clients and their devices simultaneously to maintain an efficient workflow, and prioritized my workload to fulfill business priorities and meet customer demand during times of heavy traffic.Regularly recognized in the top 30% of our location's representatives. Recipient of Winner's Circle award as a top agent among the West Area market for the 2013 sales year.Applied for and accepted into an extremely competitive position in Anchorage, AK to assist in launching a new market territory in the state.Selected for and completed a leadership development program to gain experience in employee management, driving store metric performance, and general store operation.

Andros Island, Bahamas

Performed routine flushing and post-run maintenance procedures for MK 46, 48, and 54 exercise torpedoes, as well as MK 46, 50, and 54 inert exercise units in preparation for transport in accordance with NAVSEA guidelines.Responsible for preparing inspection reports, damage reports, maintenance cycle updates, and unit data reports. Performed data extraction procedures on MK 46, 48, and 54 exercise torpedoes, ensuring data is controlled so as to properly safeguard classified information.Inspected and prepared torpedo shipping containers to ensure secure ordnance transport. Responsible for verifying all units were marked with the appropriate hazardous materials indicators and warnings per the USN Fleet Sentencing Program.Operation of forklifts, overhead cranes, and tractor-trailer rigs, per USN and command directives. Responsible for the transportation, loading, receiving, and storage of 1.1, 1.3, and 1.4 class munitions and inert material.Performed routine maintenance and inspection of material handling equipment (MHE). Utilized analytical skills to troubleshoot mechanical and electrical problems.Routinely worked in a controlled environment utilizing a positive atmosphere breathing apparatus during torpedo flushing procedures.Received, stored, handled, and disposed of hazardous materials (HAZMAT) materials in accordance with Naval Safety Center and AUTEC guidelines. Performed routine maintenance on HAZMAT protective equipment and breathing air supply systems.Excellent performance as a team member in a multi-cultural environment.Served as a member of crane heavy lifting and ordnance operations teams. Duties included crane setup, rigging, and signaling.

Silverdale, Wa

Bachelor Of Science - Bs, Information Technology, 3.71

Activities and Societies: Phi Sigma Theta Honors Society, Dean's List, Magna Cum LaudeCoursework: Object Oriented Programming, Advanced.

Associate Of Arts (Aa), Political Science And Government