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I am a call center agent currently focusing on customer service and technical support for a Fortune 500 company that provides Internet, Video, and Telephone services.

Performed basic and advanced technical system diagnostics and upgrades on customer technology equipment, performed advanced technical system diagnostics and upgrades, and sold products and services, providing a total technology solution to our customers.

• Supported Occam BLC (Broadband Loop Carrier) products both remotely and face to face with customers.• Daily responsibilities included taking ownership of support tickets and working with customers to resolve issues efficiently and effectively as possible.• Worked with colleagues in the support department as well as other departments to keep the flow of information going smoothly, so as to provide the best customer support experience possible..• Frequently traveled to customer… Show more • Supported Occam BLC (Broadband Loop Carrier) products both remotely and face to face with customers.• Daily responsibilities included taking ownership of support tickets and working with customers to resolve issues efficiently and effectively as possible.• Worked with colleagues in the support department as well as other departments to keep the flow of information going smoothly, so as to provide the best customer support experience possible..• Frequently traveled to customer locations to help install, configure, and troubleshoot Occam products equipment and EMS software.• Trained new customer according to standard operating procedures.• Developed internal technical documentation and presentations for support tools and procedures. Show less

I was part of a team of IT professionals in a highly productive, fast growing ISP, providing Internet and Technical services to the local community.• As Supervisor, my responsibilities included supervising employees and overseeing all aspect of customer care and IT services in my department, ensuring customer satisfaction.• Built, maintained, and supported various customer access networks (dial-up, DSL, Wireless Internet Services), and top level customer support.• Performed Network… Show more I was part of a team of IT professionals in a highly productive, fast growing ISP, providing Internet and Technical services to the local community.• As Supervisor, my responsibilities included supervising employees and overseeing all aspect of customer care and IT services in my department, ensuring customer satisfaction.• Built, maintained, and supported various customer access networks (dial-up, DSL, Wireless Internet Services), and top level customer support.• Performed Network Administration functions for our Corporate Network, as needed. Including, but not limited to, installing, securing, and maintaining our production servers as well as upgrading, installing, and deploying various network equipment such as Cisco routers and switches.• Acquired two certifications: GIAC Security Essentials Certification (GSEC), and Certified Wireless Network Administration (CWNA). Show less