Nick Mitrano Email & Phone Number

Rochester, New York, United States

Rochester, New York, United States

Provided support to ACC Business customers and AT&T Partner Exchange Solution Providers for managed and unmanaged services such as fiber ethernet circuits, AVPN, UVERSE DSL, T1 & T3 circuits, BVoIP with IPFlex and other services. Assisted with troubleshooting various issues from hard down situations to slow speeds. Created and escalated tickets with various AT&T departments as well as external Local Exchange Carriers. Assisted with the creation of MACD tickets. Kept customers up to date on their tickets and advised when issues were resolved. Provided basic configuration info, WAN / LAN Block information to managed and unmanaged circuit customers. Helped create internal documentation. Assisted with training new hires and working them with during their training period.

Rochester, New York, United States

Assisted students and caretakers with issues encountered on the Connections Academy platform. Troubleshooting the platform, the school-provided computer or their personal computer. Assisted with the re-image or replacement of the school-provided computer as well as installing Individualized Education Program (IEP) software.Assisted with training by providing mock calls to new techs as well as helping them with nesting.Selected to work on various special projects.

Rochester, New York Area

Ensured field technicians, both install and service, had enough work on their schedule for the day.Ensured that any overflow jobs were brought to local manager’s attention and put on schedule or rescheduled accordingly.Worked on tickets daily. Scheduling back-dated tickets as well as reaching out to customers to follow up when needed.Checked in on field technicians twice a day to ensure they would make their remaining morning and remaining afternoon jobs.Reached out to customers to provide a status update on when their technician may be to them or if we had to reschedule in cases when tech was running late or was not able to make it out to them.Worked with local management when field techs would run into issues or if their approval was needed.Assisted field technicians with completing out install orders via confirmation process. Assisted field technicians with changing or updating customers’ system code when necessary.

Rochester, New York Area

Assisted in troubleshooting connectivity issues for the Frontier CityWide network where it was available.Refunded customers who were unable to make use of the CityWide network or outside the footprint.Performing some duties of a Wi-Fi Engineer when necessary.Configuring equipment such as controllers, switches, and radios for local technicians to install at local sites.Ensured all documentation for our managed wireless locations are up to date.Updated existing and created new documentation for locations as necessary.Helped create and update processes on our desk.Reviewed and accepted new location turn-ups as they became available.Assisted in troubleshooting connectivity issues, issues with deployed equipment, such as radios, switches and controllers.Assisted in checking T1 circuits and opening tickets with the NOC as needed.Assisted in troubleshooting Cisco and Polycom VoIP phone issues, migration issues and calling features. Opened tickets with VoIP NOC as needed.Created tickets for the various service types and locations we support.Assisted in troubleshooting Federal DSL and FiOS locations and dispatching techs when necessary.Assisted in troubleshooting with wholesalers to determine what was causing loss of service. Provided account information such as static IPs when necessary.Helped train new hires on the team, as well as coming up with some of the training documentation.Played a key role in the beginning stages of the Frontier Simply Wi-Fi Secure program. Assisted management in coming up with processes and documentation for both internal and end users.Created additional documentation for turning up new locations and troubleshooting the Simply Wi-Fi service.Created custom Wi-Fi sign in pages for certain locations.Cisco Umbrella Certified.Leader of the Month – October 2018

Rochester, New York Area

Troubleshooting Vantage and FiOS connectivity issues.Worked with customers to resolve issues with their Internet, TV or phone issues.Utilized tools to reboot equipment remotely.Bounced/refreshed ports to help restore service.

Rochester, New York Area

Troubleshooting DSL and dial-up connectivity issues.Assisted with installation of the Frontier Secure Anti-Virus program.Assisted customers with advanced technical issues pertaining to browsers, printers, as well as PC Tune Ups as part of the Premium Technical Support service.

Pittsford, New York

Answering email and social media [Facebook and Twitter] queries.Assisted agents on the floor by helping answer various questions.Provided customer service including but not limited to:Renewing / recreating promotional or discount codes.Replacing or refunding orders.Providing alternatives when desired items are out of stock.Providing tracking updates, both shipping and returns.Assisting customers with general questions.

Rochester, New York Area

Provided support to merchants on the Web Store application.Handled up to 20 incoming calls daily from Domestic US and International Merchants.Assisted merchants with online store design elements to help drive sales.Assisted merchants with initial storefront connectivity to eBay.Assisted merchants with putting store items on eBay.Assisted in creating a visually appealing online storefront.Added lines of HTML / SSML [Proprietary code language] to improve overall look and functionality of their online store.Assisted and directed merchants to add compatible HTML / SSML to the appropriate templates.