Victor Lerma Email & Phone Number

Visiting newly acquired properties, and ensuring the products have been correctly installed as well as supervising technicians on site. I have trained new hires as well as upskilling current technicians with the new technology and products that our company acquires. Upholding the company’s safety and standards are paramount in this position.

Train new hires in the Hotwire standards of the installation process along with upskilling current techs with new technologies that arise with the company. Mentoring and monitoring techs installation process to ensure they’re using proper installation and safety techniques while installing our product.

Preforming installations including upgrades, disconnects and troubleshooting of all existing services including IP and RF based video, voice and internet. Figuring out small network needs for optimal performance with either IP video or internet for different size living quarters.

Certifying new customers home and installing equipment for optimal performance. Resolve any issues existing customers might have being with either our video, telephone or internet services on the physical side by resolving either a noise or signal issue to the CPE in question.

Resolve consumer issues as they call in with their services being cable TV, phone or Internet services. Also assist techs in the field within the software side of things, provisioning/staging equipment for them to ensure it works properly at the customer's house. Actively helping with equipment audit/clean up with in our communities by providing CPE.

Train existing employees with new products that are being supported. Mentor and monitoring on-job training for new hires and ensure that they use the skills and tools provided to properly document and resolve the customer’s needs. Provide feedback so agents can better our customers experience

Handle customer inquiries of new products before purchase and make comparisons and recommendations depending on what the customer needs. Resolve issues with products purchased and if needed facilitate warranty process for the customer. Help with any technical questions and assist with new purchase set-up. Provide over the phone troubleshooting for any.

Assisted Human Resource Manager with certain duties including new hire screening and offering a job position after the interview is given. Ensured payroll was ready before submission and submitting approved time off requests.

Ensured that the equipment is working properly. I would address any technical issues with in front Service Desk (Including Photo Lab) or Register.

Man the register and take care of our Guests in a friendly and efficient manner.