Monitored Charter’s Outside Plant network within a 24x7 Network Operations Center environment, proactively identifying network outages and performance issues, and coordinating with fix teams for prompt resolution.Maintained a flawless 100% incident ticket quality control rating, showcasing meticulous attention to detail and proficiency in incident management processes.Stepped in as the primary point of contact for ROC escalations in the absence of leadership, ensuring seamless continuity of operations and timely issue resolution.Introduced and distributed a Powershell script for automating daily application launches, resulting in a 5-minute productivity gain per day.

Ranked top 10% company-wide in 2022 review, excelling in critical Key Performance Indicators such as First Call Resolution and Truck Roll Prevention.Promoted to a Tier 2 representative within the first 12 months of starting. Appointed as “Peer Mentor” by management, providing training and support for new hires.

Reduced Point of Sale (POS) system downtime by 20% through effective diagnosis and troubleshooting of PC hardware and Windows operating system issues.Assisted over 100 customers daily, maintaining a 92% customer service rating.Managed task delegation and break/lunch schedules for a team of 20 employees.

Cut food waste by 40% through inventory management and upselling items nearing expiration.Achieved 100% audit pass rate for cart sanitation and organization.

Attained the title of “Recognized Tutor” for two consecutive years by consistently earning the highest review ratings.