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Skills

  • Extremely organized
  • Data entry
  • Strong verbal communication
  • Interpersonal and written communication
  • Team liaison
  • Pricing tool development
  • Report writing
  • Configuring remote access systems
  • Estimating installation costs and timeframes
  • Budgeting and finance

Work Experiences

  • Collaborated with engineering teams to refine installation guides, reducing on-site errors by 80% among junior technicians.
  • Answered an average of 10 calls, emails, and faxes per day, responding to customer inquiries, resolving problems, and informing customers about new products.
  • Accomplished a 26% improvement in signal quality through thorough site surveys and signal optimization strategies.
  • Assisted in the design and implementation of a Jira rollout across Phoenix, meeting key performance indicators for project milestones.
  • Created a new employee evaluation process that resulted in significant performance improvements.
  • Assisted customers in configuring home WiFi systems.
  • Accomplished a 49% improvement in signal quality.
  • Achieved a 75% increase in first-time installation success rate.
  • Advised clients on best maintenance practices, reducing repeat service issues by 22%.
  • Completed restoration within 6 months.

Summaries

  • Consistently exceeded customer expectations.
  • Achieved compliance standards.
  • Capable of configuring system components and network configurations.
  • To provide services to customers, adept at working in a variety of inside and outside environments.
  • Collaborative Premise Technician with solid experience.
  • Certified Premise Technician with hands-on experience using ServiceNow for service ticket management, ensuring error-free and timely completion of tasks that improve response times by 67%.
  • Boosted efficiency through targeted maintenance strategies.
  • Consistently delivered timely installations.
  • Top-producing salesperson and industry expert in Miscellaneous.
  • Accomplished Premise Technician with a deep understanding of network protocols like TCP/IP, DHCP, and DNS, leading to optimized performance and minimized errors in network configurations.

Accomplishments

  • Scoped and installed telecom solutions for 15 small to medium-sized business clients, playing a key role in expanding the company's market share.
  • Updated legacy systems throughout 17 customer sites in 2016, improving service efficiency by 76%.
  • Led a project that integrated modern telecom hardware into 14 facilities, resulting in a reduction in maintenance costs by 6%.
  • Contributed to cross-departmental projects as a telecom subject matter expert, helping reduce operational bottlenecks by 48%.
  • Planned and conducted post-installation follow-ups with clients, achieving a customer satisfaction rate of 33% in 2022.
  • Trained and mentored a team of 12 junior technicians, improving overall installation success rates by 68%.
  • Collaborated with team of 13 in the development of procedure.
  • Deployed Tableau across 10 enterprise customers in Chicago within strict compliance and safety standards.
  • Resolved product issue through consumer testing.
  • Headed deployment of Tableau network infrastructure for 18 user environments, finishing ahead of schedule by 18 months.

Affiliations

  • Attained the Certified Premises Cabling Technician (CPCT) designation from BICSI, validating expertise in structured cabling systems.
  • Member of the Telecommunications Certification Organization (TCO), specializing in the development of modern telecom solutions.
  • Completed the Certified Network Cable Installer (CNCI) certification through The Global Benchmark for Network Cable Installation program in 2018.
  • Attended the USTelecom Advanced Broadband Technology Summit in 2023, enhancing service deployment strategies.
  • Actively engaged with Connectivity Expo Tech Forum (hosted by WIA), discussing wireless infrastructure deployment challenges.
  • Developed advanced installation techniques through participation in structured cabling courses offered by CNET Training in 2021.
  • Engaged in IEEE Communications Society seminars, improving skills in wireless and broadband communication solutions.
  • Member of the North American Technician Excellence (NATE) organization, focusing on safety and quality in installation services.
  • Certified by the Fiber Broadband Association in Scrum Master, enhancing knowledge of fiber-optic communication systems.
  • Participated in Broadband Forum’s Quality of Experience (QoE) management training in 2020, focusing on customer satisfaction improvement.

Certifications

  • SCTE/ISBE Certified Broadband Technician (CBT)
  • Certified Customer Service Specialist (CSS) – Telecommunications Focus
  • Certified Wireless Network Administrator (CWNA)
  • Certified Information Systems Auditor (CISA) – Network Infrastructure Focus
  • Fiber Optic Technician Certification (FOTC)
  • Captive Broadband Services Specialist (CBSS) Certification
  • Telecommunications Field Technician Certification
  • SCTE/ISBE Broadband Premises Expert (BPE)
  • Broadband Premises Installer (BPI) Certification
  • CompTIA A+ Certification

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