• Provided training for other National centers of excellence to become a one stop shop• Streamline new products and services in an incubation support role • Traveled to provide support in efforts of Projects and training initiatives • Sets productivity standards and goals; monitors daily/weekly/monthly progress and reports results• Put how you travel and the projects you’ve done and the measurable results• Monitors and mentors to ensure professionalism, accuracy, and use of information given and performs annual performance appraisals.• Consistent exercise of independent judgment and discretion in matters of significance.• Managed and changed the process of quality assurance to be more customer focused with a ten percentage increase in quality scores• Intakes project request to identify best fit for our business and analyzes key actions to meet overarching company goals. • Creates and provides analytical data telling a story of the projects successes and opportunities.• Develop and challenge my agents to exceed expectations and drive advancement when applicable

NASR Repair Technical Supervisor• Provides initial as well as ongoing training and coaching for Technical Support representatives.• Coordinates and schedules work assignments relating to subscriber inquiries, support calls, incubation products.• Handles difficult customer inquiries and complaints referred by Customer Service Representatives (CSRs.)• Monitors and mentors to ensure professionalism, accuracy, and use of information given and performs annual performance appraisals.• Sets productivity standards and goals; monitors daily/weekly/monthly progress and reports results to the Customer Technical Support Manager.• Interviews, and hires a staff of Technical Support representatives.• Consistent exercise of independent judgment and discretion in matters of significance.

NASR Repair Technician 3 • As a Tech 3, I handle a vast majority of issue that range from HSI, Video, CDV, BCVE, BCV,BCT, Barcelona, Spectrum, Whole Sale Voice, Home Security and a variety of new products.• Creating new processes and procedures to help technicians with new and current products • Provides operational support to external vendors or local market Field Technicians, operations support personnel, and other technical and business support groups, as received via inbound call center type phone calls, escalations, referral trouble tickets, or email notifications.• Provides training support to other employees on various applications, systems and technologies to grow and become successful in their career path.• Assisted with national and local outages, routing issues, and solving complex carrier issues as well as assisting my peers in a fast paced group environment. Involved in taking escalation calls, looking and interpreting NGN and Hyperion trace routes, and emails as well as managing mass majority of email through Microsoft Outlook. • Reroute team member working EWO orders using Metasolv and Microsoft Access • Diversity and inclusion committee member for NASR MOSAIC team NASR Repair Technician 2• Handled large volume of customer escalation tickets for high speed internet, digital voice and video customers. Covered full range of customer services in a prompt and professional manner on a Tier 2 level.• Worked with vendors and carriers changing routes and removing translations to resolve costumer issues. • Performed advanced diagnosis related to PC hardware, software, MAC and/or Windows Operating Systems, cable modem network, Internet, email, switches, telephone equipment.• Using tools such as BACC, Safari, BTS, GDS, Watch Tower, CADAM, ACSR, COMTRAC, Excel, Word, RTS, along with many others and other Carriers to get customers issue resolved.

• Provided up training for multiple NCOE centers to become all around techs• Streamline new products and services in an incubation support role • Traveled to provide support in efforts of Projects and training initiatives • Sets productivity standards and goals; monitors daily/weekly/monthly progress and reports results and builds user stories to enhance the project.• Project manager for multiple lines of business including video, phone, and internet all driving toward main company goals.• Monitors and mentors to ensure professionalism, accuracy, and use of information given and performs annual performance appraisals.• Consistent exercise of independent judgment and discretion in matters of significance.• Updated quality assurance processes to be more customer focused and stream lined averaging a ten percentage increase in quality scores across the department.