Experience

AppRiver

• United States
• IT Services and IT Consulting
• 100 - 200 Employee

• Associate Implementation Specialist

  • Feb 2023 - Present

  Gulf Breeze, Florida, United States Provide our clients with innovative software solutions that streamline their business processes.



Mediacom Communications

• United States
• Telecommunications
• 700 & Above Employee

• T2 Total Care Specialist

  • Jan 2019 - Sep 2022

  Gulf Breeze Florida Assigned to escalated issues that require expertise in Mediacom's HFC Network, products, and services. Perform Support on more complex problems. Handle repeat/escalated connectivity issues.

• Tier 2 Total Care Technician

  • Jun 2011 - Aug 2022

  Gulf Breeze Florida • Provide support for in field technicians with troubleshooting and configuring on site equipment • Provide support to DMCA (Digital Millennium Copyright Act) Group • Monitor Cable modem termination system networks for outages and utilization problems • Correct provisioning issues with High Speed Data / Voice Over Internet Protocol • Perform live fixes for orders in Maestro using Maestro Order Management Tool. • Work Remedy tickets for escalated issues /… Show more • Provide support for in field technicians with troubleshooting and configuring on site equipment • Provide support to DMCA (Digital Millennium Copyright Act) Group • Monitor Cable modem termination system networks for outages and utilization problems • Correct provisioning issues with High Speed Data / Voice Over Internet Protocol • Perform live fixes for orders in Maestro using Maestro Order Management Tool. • Work Remedy tickets for escalated issues / staying in communication with associated departments • Locate system problems that require escalation to internal support groups, such as Network Operations Center, Data Center, IP Operations, OSS, & CLEC. • Maintain Wireless Home Networking Support for Techs / Customers • Managing versions of firmware for in house modems • Work closely with other support departments for rollouts of new tools, platforms, firmware upgrades • Working with VOIP. Building / Managing Native Telephone Numbers and Features • Troubleshooting and Support for Tivo® devices • Building / correcting VOIP & High Speed Data orders with Order Management tool • Manage and Support Home Controller's State-of-the-art 24/7 Smart Home Monitoring Service / Security

• Internet Support Rep (Tier1)

  • Jan 2007 - Jun 2011

  Gulf Breeze Florida General Responsibilities: Respond to high-speed and phone service related calls. Assist current and future high-speed and phone customers by answering questions related to service, pricing and configurations. Assist clients with high-speed and phone service-related problems including hardware and software configurations Specific Responsibilities: • Answer questions regarding service features, options and pricing. • Assisting clients, by gulding through common… Show more General Responsibilities: Respond to high-speed and phone service related calls. Assist current and future high-speed and phone customers by answering questions related to service, pricing and configurations. Assist clients with high-speed and phone service-related problems including hardware and software configurations Specific Responsibilities: • Answer questions regarding service features, options and pricing. • Assisting clients, by gulding through common hardware and software configurations to maximize product functionality. • Troubleshoot basic network and modem functionality. • Answer questions regarding use of service with various hardware and software platforms. • Schedule on-site service calls when necessary. • Escalate appropriate technical issues to Internet Technical Support Associate group.