Ryan James Email & Phone Number

Kingston, Jamaica

· Provides technical support and troubleshooting to technicians/contractors, Call Center,Customer Experience and Technology colleagues via phone, email, chat and other electronic media.· Monitors the performance of the network elements periodically and reports any changeimpacting service availability and/or performance to the Network Operations Center, ensuringtimely resolution and clearance of network incidents consistent with Service Level Agreements.· Utilizes network management software to isolate issues in real time.· Conducts diagnostics/troubleshooting for the various services IPTV, voice, and broadband.· Utilize various forms of computer applications to aid in the first-line maintenance and preliminary fault isolation, use the information generated by these tools to route faults to the appropriate maintenance streams/queues.· Books/reschedules appointments with customers for technician/contractor visits.· Updating repair tickets with all diagnostic back-office tests and corrective action taken by theTech Support Agent. Also, report any change in plant information as reported by technicians/contractors in executing their assigned tasks.· Provide real-time support for technicians/contractors repairing or installing broadband, data, ATM/G-PON, and Metro circuits.· Perform remote configuration of customer premises’ equipment (modem/router/set-top box/etc) to connect to internet/entertainment services.· Updates self-help documents to assist customers/employees in fixing issues on their own.Assists with training for other colleagues to ensure diagnostics proficiency in the various service offerings.

Kingston, Jamaica

Provide assistance to field technicians by responding to technicians' inquiries, complaints & concerns.Act on email escalation queries regarding customer’s account activation, technician visits, and appointment scheduling. Escalate failed account activations to the relevant departments and missed technician visits to the field supervisors.Act as a liaison between technicians & service delivery agents.Communicate with customers & record on customer’s accounts, all necessary and pertinent information.Conduct confirmation calls to customers to ensure that all technical visits were completed satisfactorily. Accurately complete dispatcher’s activity report and update the status of all scheduled jobs on a daily basis.

Kingston, Jamaica

● Layer 1-3 troubleshooting as described by the OSI model. Referencing to Layer 1: Physical Layer, Layer 2: Data Link Layer, Layer 3: Network Layer.● Assist with email/hosting logins and information on how to get server issues addressed.● Ensure that end users also have the correct information to ensure that their mail clients are properly configured in order to communicate with our webmail system.● Co Troubleshoot with Field Techs and other Internet Service Providers

Jamaica

● Assisting customers with updating account information.● Provide customers with product and shipping queries.● working with shipping agencies to track customer's orders.● Assist customers with basic billing queries● Troubleshoot kindle related issues ( Network connectivity, kindle setting, and navigation,password recovery)