Experience

Monkeybrains

• United States
• Technology, Information and Internet
• 1 - 100 Employee

• Senior Field Technician

  • Dec 2022 - Present

  San Francisco, California, United States - Delivering reliable high-speed internet services to residential and commercial clients by installing and maintaining cutting-edge networking equipment and infrastructure and swiftly diagnosing/resolving complex network issues, ensuring seamless connectivity. - Committed to delivering exceptional customer service, addressing inquiries, and resolving technical concerns on-site. Support Monkeybrains' mission to provide innovative and reliable internet connectivity solutions to the… Show more - Delivering reliable high-speed internet services to residential and commercial clients by installing and maintaining cutting-edge networking equipment and infrastructure and swiftly diagnosing/resolving complex network issues, ensuring seamless connectivity. - Committed to delivering exceptional customer service, addressing inquiries, and resolving technical concerns on-site. Support Monkeybrains' mission to provide innovative and reliable internet connectivity solutions to the community. - Actively contribute to network expansions and upgrades, collaborating with the Field Operations team. Strong adherence to safety protocols and industry standards while handling equipment and working at heights. - Mentor and support junior technicians in their professional growth and development. Dedicated team player, actively contributing to a positive work environment. Show less



Sonic

• United Kingdom
• Staffing and Recruiting
• 1 - 100 Employee

• Senior Field Service Technician

  • 2016 - 2022

  San Francisco, California, United States - Founding member of the original drop crew of Sonic Fiber Internet, developing and implementing all install, safety, and equipment processes - Installing internet and voice services via wiring connections on DSL and Fiber lines, configuring mesh networks, terminating connectors and cables - Organized dispatch softwares to create workflows for coordinating drop sites and assignments of crews and to perform site surveys and serviceability checks

• Customer Support Specialist

  • Jan 2018 - Dec 2018

  Santa Rosa, California, United States - Proficiently diagnosing and resolving technical issues related to telecommunications services, such as internet connectivity, phone lines, and e-mail server issues. Demonstrated ability to troubleshoot a wide range of customer concerns, ensuring minimal downtime. - Delivered a superior customer experience through clear and concise communication, active listening, and empathy. Handling inquiries, complaints, and service requests with professionalism and courtesy. - Able to manage… Show more - Proficiently diagnosing and resolving technical issues related to telecommunications services, such as internet connectivity, phone lines, and e-mail server issues. Demonstrated ability to troubleshoot a wide range of customer concerns, ensuring minimal downtime. - Delivered a superior customer experience through clear and concise communication, active listening, and empathy. Handling inquiries, complaints, and service requests with professionalism and courtesy. - Able to manage customer complaints and inquiries efficiently, achieving a high rate of issue resolution and customer satisfaction. Collaborating with technical teams to ensure timely solutions.



Comcast

• United States
• Telecommunications
• 700 & Above Employee

• Technical Support Specialist

  • 2015 - 2016

  Santa Rosa, California, United States - Troubleshoot and resolve 25-35 tier I technical issues daily, diagnose hardware and software issues, conduct root-cause analysis - Generate customer satisfaction ratings of 93% and receive recognition from management for achieving a top-three ranking in resolution times across a 30-person team - Coordinate with the IT manager and technical support specialists to refine the knowledge base for recurring issues to reduce average call times by 5-10 seconds on average



Napanet Internet Services

• Cable Technician

  • 2013 - 2015

  Santa Rosa, California, United States - Installing Ubiquiti wireless dishes and repeaters, running Cat5e cables to customer’s modems, and configuring internal networks - Diagnose and troubleshoot complex technical issues related to internet connectivity, software applications, and hardware devices and guide customers through step-by-step processes for setting up and optimizing internet services, ensuring smooth user experiences.