Focusing primarily on outages, I perform Intermediate to advanced first-line Outside Plant (OSP) Hybrid Fiber Coax (HFC) network surveillance, alarm and intake triage and correlation, collection and collation of key information, ticket and SRO creation, dispatch, fix agent support and ticket/SRO resolution. • Assist fix agents by providing general root cause location information. • Ensure the details and information provided to the fix agent support fix agent efficiency, safe restoration and work practices and compliance with all company specifications, policies and the ROC Playbook.• Create node level tickets and SRO’s from daily Node Health Reporting.• Perform notification and communication of network events using established protocols and support systems.• Track and manage outage events and basic impairments to resolution and manages basic coax Change tickets in accordance with all guidelines and procedures.• Communicates the status of outage events and escalates as necessary.• Responsible for routing and dispatching Maintenance Techs.• Helps to drive continuity, standards and compliance with the company's Network Protection Policy (NPP), Preventive Maintenance Plan amongst field engineers and technicians.

Prepare content for the KEY knowledge management system, Care Communications, and Team Topics to support customer care and related departments in the Midwest Market.Utilize exceptional research, writing, and communication skills.Produce knowledge material and effectively communicate through the creation of written documentation in the Knowledge Base, email communications and training material.Support training leaders to verify continuity between data within the Knowledge Base and the delivery of training.Author Knowledge Base articles ensuring clarity, usability and readability.Collaborate with Corporate and Regional teams to communicate information regarding new products, services, policies and procedures.Review new Knowledge Base articles for grammar, spelling, clarity, usability and readability. Ensure all Knowledge Base articles adhere to established style guide and templates.Handle various tasks simultaneously, organize, prioritize, make decisions, and work efficiently and effectively under deadlinesCollaborate in cross-functional team environment.Manage GuideIT training Environment, ensuring any new updates to the program are functional before activation in the live environment.

Manage performance for 25+ call centers located in the Midwest, Northeast, and Carolina's.Enter, escalate, and resolve tickets for internal tool issues for a wide range of problems.Work closely with fix agents to determine the scope of issues and coordinate the communication throughout the process.Coordinate call center and senior leadership communications for all areas in the company.Lead and continue to develop a team of 25-30 associates.Identify call arrival patterns at the market, region, and enterprise levels.Develop high level reporting.Observing and auditing associates work to create and improve best practices.Leading and creating enterprise wide special projects.Coordinate with multiple departments to successfully overcome obstacles encountered during projects.Generating new and creative methods to improve on productivity.Proactive Monitoring of our Network for issues.

Provide support to all phone and field personnel on any issue that cannot be resolved through basic troubleshooting.Follow up with the Technical Operations Support Manager and Training Manager on updating the walk through steps available so that a successful walk through can be achieved on the first call to the Call Center.Support the Call Center with technical issues as needed.Work closely with Regional Data Center staff to resolve issues quickly.Resolve all escalations in a timely manner. • Communicate pertinent information with Division Technical Operations Center. Tier 3 Technical SupportTroubleshoot subscriber calls for all Video, Digital Phone, and High Speed Data Residential Customers.Review the service calls as they are scheduled by the Call Center Associates to determine if there may be common problems in the same HUB.Work closely with other departments to determine if the problem may be area wide as opposed to individual.Follow-up with correct group if an area problem is suspected.Review the On-line outage information to determine if the service call may have been scheduled unnecessarily.Review those work orders scheduled by the Call Center Associates to determine if an additional walk-through may resolve the problem over the phones.

Manage and provide continuous training to 30+ overnight associates.Check in all incoming freight for order accuracy. Audit the backroom for accuracy daily.Review security footage to reduce shrinkage.Create, adjust and maintain schedules.Drive performance to ensure nightly, weekly, and monthly metrics and goals are met.Develop and implement unique and planned promotions for the store.