Network Operations Center Technician

• Jan 2021 - Present

● Scheduling installation and service call appointments with residential and business clients.● Assisting clients over the phone and in the field with support and troubleshooting issues.● Deescalating frustrated clients and resolving their technical issues.● Coordinated with Network Engineers with system maintenance.● Regular supervision of trouble tickets during weekends.● Managed customer accounts with internet, telephone and television services.● Building and managing VoIP service for business clients.● Communicating with television and telephone providers to ensure quality service.● Updating television streaming service database.● Coordinating with an offsite tier 1 technical support center for trouble tickets.● Coordinating with the billing department to ensure customer tickets/installations are completed.● Created automation for Watch TV Everywhere On-Demand service.● Technical support and billing support for Marina, Pay-As-You-Go internet at houseboat docks.● Basic System Administrator duties such as password resets.● Deploying enterprise cloud PBX powered VoIP systems.

Technical Support Specialist

• Oct 2018 - Jan 2021