Customer Service High School

Nathan DeBockler

Email: ********@**********.***

Address:

City: Port Allegany

State: PA

Zip: 16743

Country: USA

Phone: 814-***-****

Skill Level: Any

Salary Range:

Primary Skills/Experience:

I have many years Experience in the IT field. I have worked in customer facing jobs and non-customer facing jobs at a corporate level. I have provided tech support for Adelphia and time warner also acting as a team lead for Adelphia, guiding and teaching techs. I have performed NOC support for Level 3 in the IP NOC and in the transport NOC. Currently I work internally as a Grooms Tech in the Network Migrations Department. I lend my hand in many Projects. I currently am working on our Sub Sea Project to build out and utilize a new 50 million dolor infrastructure in the European and Latin America.

Educational Background:

High School Dipolma from Wellsboro Area High school, Wellsboro PA 1/2001 to 6/1999 (College Prep)

High School Dipolma from Kaplan University, Wellsboro PA 1/2001 to 12/2012

High School Dipolma from University of Pittsburgh, Bradford Pa, Wellsboro PA 1/2001 to 12/2012

Job History / Details:

Professional Summary

I have many years' Experience in the IT field. I have worked in customer facing jobs and non-customer facing jobs at a corporate level. I have provided tech support for Adelphia and time warner also acting as a team lead for Adelphia, guiding and teaching techs. I have performed NOC support for Level 3 in the IP NOC and in the transport NOC. Currently I work internally as a Grooms Tech in the Network Migrations Department. I lend my hand in many Projects. I currently am working on our Sub Sea Project to build out and utilize a new 50 million dolor infrastructure in the European and Latin America.

Experience

May 2011 to Current

Level 3 Communications Coudersport, Pa

Grooms Tech, Network Migrations

Coordinates the resolution of multiple, complex installations, changes and hot-cut projects through defined troubleshooting and testing procedures. Coordinates grooms activity with NOC (Network Operating Center) and Field technicians, and ensures final work product is free of alarms. Acts as project or team lead on small projects within the team.

* Ensures all metric/critical dates are met on or before required completion dates for projects. Ensures all work is completed to Company's high standards and delivers the best possible service to internal and external customers.

* Works the daily documented grooms processes ensuring all issues that may detract from the overall customer experience are identified and corrected.

* Analyzes test results, and coordinates resolutions and/or escalations of customer and network issues.

July 2007 to September 2008

Level 3 Communications Coudersport, pa

Network Operation Center Tech (TSC)

* Efficiently and accurately manages customer initiated trouble tickets to resolution.

* Monitors network and customer facing resources for impairment and out of service conditions.

* Provides accurate and consistent customer communication during established intervals using phone, email, and ticketing notes.

* Troubleshoots, manages and corrects customer service issues.

* Monitors the performance of the telecommunications networks, including usage, load patterns and system response.

* Identifies problems and implements changes to enhance system and process efficiency. Mentors and trains junior techicians as needed.

August 2006 to February 2007

Time warner Coudersport, Pa

National Help Desk

Responsible for troubleshooting service related issues and providing customer service to residential high-speed Internet, digital phone, and video customers. Providing technical assistance to provisioning teams and answering general information inquiries regarding pricing, service, and installation. Evaluating and diagnosing problems submitted by customers through a support system, responding to e-mail generated trouble tickets and service questions, and providing front line support, repair, upgrades, downgrades, and transfers. Maintaining accurate tracking of problems or issues in Remedy, CSG, and other IT systems. Continually working with teams to improve processes, procedures, and work environment. Working with escalated calls and irate consumers.

July 2003 to August 2006

ADELPHIA COMMUNICATIONS Coudersport, pa

TECHNICAL SUPPORT REPRESENTITIVE

Building customer loyalty by providing effective basic troubleshooting of High Speed Internet products and services and educating customers about PC equipment, email, software, and cable modems in a high volume and demand inbound call center environment. Answering basic customer inquiries regarding High Speed Data issues using a variety of structured processes. Determining when the issue should be escalated to the next level. Contact with customers was through a variety of mediums including telephone, chat, software, and email. Diagnosing and resolving technical issues regarding connectivity, basic e-mail, newsgroups, web space, field tech, education and billing issues as they relate to High Speed Internet products. This was done by using prescribed troubleshooting methods and determining when the issue should be escalated to the next level of support. Accounts were maintained through a customer tracking system (CIR). Setting up master email accounts, sub-accounts, and passwords. Kept call center manager informed in a clear and timely manner of all unresolved customer issues.

Education

1999 Wellsboro Area High school Wellsboro, Pa

High School Diploma College Prep

Kaplan University Online cllasses,

Information Technology

I was deployed to Iraq and had to take a leave of absents after a year

University of Pittsburgh, Bradford Pa Bradford, Pa

Junior Information Systems Tech

Currently taking classes towards my Bachelors degree, I am now a Junior

Classes completed in Computer information Systems

*INTRO TO WEB PROGRAMMING

*FUNDAMENTALS OF PROGRAMMING

*SURVEY OF INFO TECHNOLOGY

*NETWORKING 1

*NETWORKING 2

*COMPUTER SECURITY

*SYSTEMS ADMINISTRATION

*DATABASE DESIGN & MANAGEMENT

Professional Affiliations

Member of the VFW (2006 to present)

Patriot Guard (August 2012 Present)

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