Experience

ECPI University

• United States
• Higher Education
• 700 & Above Employee

• Student



Windstream Communications

• Analyst

  • Nov 2014 - Present

  • Working directly with order management groups to identify and resolve issues within specific focus-grouped orders in enterprise WIP (work in progress) and assisting with push and drive to completion/cancelation of those orders no longer needed. • Performed with real time field sales escalations for assistance to order movement, identifying reasons for delays and data reporting as well as root cause analysis. • Management of ticket/request delegation to team members to optimize workload for all analysts and providing support to management on urgent/big ticket items. • Working with co-workers in partnering on customer satisfaction (NPS) related escalation issues.



Time Warner Cable

• Telecommunications
• 700 & Above Employee

• Analyst I / Enterprise Risk Operations Center

  • Sep 2013 - Nov 2014

  • Responded to and resolved complaints of Acceptable Use Policy and Terms of Service violations over our High Speed Data services • Analyze reports of high international phone usage and take action (including educating customers) to protect revenue and limit losses. • Assist ID Theft victims in processing their claims. • Processed requests from external and internal customers on increasing inbound email traffic • Take actions involving internal and external customers to protect the network, network assets and reputation with other Internet Service Providers. • Educated and de-escalated customer concerns with technical issues related to security, such as compromised email accounts. • Educate customer on how to handle payment fraud

• Signature Home Advisor

  • Feb 2013 - Sep 2013



none

• Information Technology Technical Support

  • Aug 2010 - Nov 2011

  • Operating System Installations: Windows 98, Windows 2000, XP Professional, Vista, Windows 7 • Software Installations: Roxio creator package, Microsoft Office, Microsoft Visio • Hardware Replacements: replaced cooling fans, RAM, Hard drive • Hardware Additions: added PATA drive to a mother board with SATA connections, added a firewire card and software to an existing computer • Computer Maintenance on Poorly Operating Systems • Printer Installation and Setup



SailStar USA

• Technical Service and Parts Manager

  • Aug 2001 - Aug 2010

  • Replaced communication boards in Variable Frequency Drive Inverters • Replaced E-prom Chips on circuit boards • Programmed computers and variable frequency drives (LG/Mitsubishi/International) • Wrote new programs for operation manuals in universal format • Performed test and troubleshooting of OPL washers from 30-450 lbs. load capacity; tested, trouble shot, and repaired other equipment • Conducted training seminars for distributors and trained end users how to use and maintain equipment • Provided technical service, sold parts and presented service seminars for distributors and end users in the US, Canada, Chile, New Zealand and Australia • Traveled the US, Canada, Chile, Australia, and China repairing and resolving equipment issues • Updated and created instruction, service, and parts manuals • Created how to and repair procedure instruction documents • Performed public relations work; met and greeted trade show attendees; explained equipment functionality to potential customers; answered customer calls resolving equipment, parts, and payment issues • Invoiced parts an created purchase orders • Consulted with owners and managers of distributors regarding field service training, installation and warranty claims and issues • Made decisions whether equipment or parts were covered by warranty; informed distributers, installers and end-users regarding improper installation voiding warranty claims on replacement parts • Issued engineering and service bulletins • Provided superior service to clients such as Cintas and Uni-First • Communicated field issues with company engineers and chemical suppliers



Corning Incorporated

• United States
• Glass, Ceramics and Concrete Manufacturing
• 700 & Above Employee

• Technician / Trainer

  • Jan 1999 - Aug 2001

  • Operated various manufacturing equipment throughout plant • Performed machine maintenance • Ordered department supplies as needed • Trained new employees to operate equipment; instructed new associates to fill out proper documentation on equipment status • Participated in Hazmat training for chemical and toxic gas spills/leaks • Trained for, and performed Job Safety Analysis assessment



Perfecting Coupling Company

• CNC Machinist

  • Mar 1996 - Jan 1999

  • Operated CNC lathes, six spindle screw machines, grinders, and auto-feed band saws • Produced custom and production parts from bar stock using prints • Checked parts produced to specification using calipers, micrometers, depth micrometers, and a comparator • Adjusted programs to obtain maximum production