Customer Service High School
Resume:
ROGER DELP
***********@*****.***
EXPERIENCE
Comcast, Centennial CO September 2001 - July 2012
Tier I Support Technician
Troubleshoot customer connectivity including but not limited to RF, modem, router, or
combination device for Business Class Internet and Digital Voice.
Resets and/or re-provisions customer modem
Diagnoses customer issues through process of elimination by asking probing
questions.
Determines the appropriate solution based on diagnosis and executes the most logical
fix providing verbal instruction at a level of detail commensurate with customer PC
knowledge and experience
Providing, verifying, or modifying network settings (TCP/IP).
Identifies customer LAN issues.
Obtains, provisions, adds, or deletes static IP addresses.
Assigns ticket to local market to dispatch service call or to Business Services Tier 2
Representatives for advanced troubleshooting.
Documents details of customer interaction by opening ticket in the trouble ticketing
system and records appropriate information in database.
Represented Comcast in a professional and positive manner in all situations.
Provided customer facing support to Commercial customers.
Residential Customer Account Executive
Troubleshoot Area 1 of the Comcast Network, subscriber connectivity, operating
systems and email.
Utilize proficient use of CSG/ACSR, Service Visibility, Voice Service Management
and Remedy.
Meet or exceed attendance and per call metrics and policies
Performed a rotation as a peer coach as needed.
Provide customer education of current products
Provided exceptional customer service via telephone for High Speed Internet and
Comcast Digital Voice.
EDUCATION AND TRAINING
A+ 801/802 Training in Progress
Network+ Training in Progress
Security+ Training in Progress
Great Falls Vo-tech Center- Great Falls, MT
High School Diploma
Kaiserslautern American High School, Volgelweh Army Post
Kaiserslautern, Germany,
COMPUTER SKILLS
ACSR/CSG Remedy DOS Auspice Voice Auspice Service Visibility
Portal Internet Explorer Outlook
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