Provide FiOS network provisioning support for both Fiber Network Field Technicians and Customer Support Analysts for Arris, Nokia and Tellabs PON platforms. Clear and resolve order fallouts in Verizon's ODN provisioning system. Isolate and diagnose network trouble and outages. Initial site setup for Verizon’s Business Digital Voice cloud PBX service and installation support for Field Technicians.

Provided support for internal Customer Support Analysts to assist in resolution of customer troubles for all FiOS services. Additionally, I handled support for specialized issues such as, Single User Issues with Verizon email service and Enhanced Video support for video trouble beyond basic broadcast video service. I also was part of a team who handled initial support for the roll out of Verizon's FiOS Quantum TV product. Handled presidential customer escalations from various sources such as, PUCs, FCC, executives and others.

Oversaw daily operations of Tech Support department ranging between 3 and 6 Support Specialists who provided product support for Future POS dealers. Implemented a more structured training program for new hire specialists. Oversaw creation and development of company's first product knowledge base. Assisted with some quality assurance testing for Software Developers to verify bug fixes before releases.

Second level internal support for Technical Support Representatives. Acted as first level for escalated customer calls. Conducted training sessions for first level representatives to ensure ongoing employee development. Provided support for new acquisition customers during transition periods.

Provided first level technical support for Armstrong's Cable and DSL data customer's, and Cable Telephony service.