Experience

• 

  The Rock Church

  • San Diego

  • IT Technician

    • Dec 2015 - Present
    • San Diego

• 

  Cox Communications

  • San Diego, CA

  • Tech Support

    • 1997 - Nov 2014
    • San Diego, CA

    I am currently seeking work. I recently suffered a lay-off when the company closed its local call center. For the past 17 years I provide first rate customer service, inbound over the phone as residential technical support for Cox's High Speed Internet, Digital Phone, and Video products, sharing information about the services and scheduling orders and service calls. I provided technical support by troubleshooting hardware and software problems and educating customers. I ensured customer satisfaction on each call. I was hired at Cox as one of the first 12 tech support reps in 1997 when Cox began offering High Speed Internet. At that time the job was largely help desk where I was required to know how to help users over the phone with all aspects of their personal computer having to do with the internet connection to include installing Ethernet hardware, driver software, ftp and installation of browser and email software, and operating system changes; instruct and educate users on how to use the internet and its features; troubleshoot with customers every problem they might have that kept their internet from working. I was personally involved in the creation of early policies and procedures that were put into place, many still in use. I helped put together tools and software that has grown and evolved into those used by Cox CSRs and TSRs today. I worked at public HSI "launch" locations introducing Internet services as they first became available throughout San Diego county. I worked with trainers mentoring classes of new-hires and developing manuals as Cox expanded HSI to other Cox systems nationwide. For my second five years at Cox, I worked as a Cyber Agent working from home. When Cox moved to blend Video and Phone tech support with HSI, I became an all-product rep and continued as changes happened able to do all aspects of the job.Prior to working at Cox in San Diego, I was employed in numerous capacities for over 12 years at Time Warner Cable in Akron, Ohio.