Sales Customer Service

*** ******** ****** 302-***-**** Home

Wilmington, DE 19804 302-***-**** Cell

***************@*****.***

Terence A. Brockett

Objective A challenging Information Systems position in a strong company within the Delaware/Pennsylvania area that will allow growth as well

as use of my managerial and technical skills to increase and become an asset to their company.

Experience

Comcast Cable Communications Inc.

New Castle, DE

November 2010 to Present

Position: Inbound Sales Executive

Handle inbound sales calls, providing expert information on all Comcast Cable products that would best fit the

Customer’s needs for their home and family entertainment. Also providing troubleshooting tips and instructions

needed for each customer’s problems that come up. And if so needed, direct them to either the proper department

that would be able to provide further assistance, or schedule a technician appointment to resolve the problem.

Mentor new employees on company procedures, help with training and assist on multiple team activities.

Assist supervisors and managers with projects regarding Comcast sales and team agendas.

Comcast Cable Communication, Inc.

Newark, DE

Jan. 2008 to 2010

Position: Online CAE-Internet Tech.

DUTIES AND RESPONSIBILITIES:

Responded to telephone and e-mail inquiries, covering full range of customer services (serviceability, sales,

service problems and billing) in a prompt and professional manner

Served as a sales representative for Comcast High Speed Internet (CHSI) products and services.

Troubleshoot PC/CHSI/E-mail/modem problems with customer; escalated advanced troubleshooting problems to technical

support group when appropriate.

Maintain accurate problem call tracking in a Remedy Helpdesk ticketing system.

Maintain and coordinates interdepartmental communications

Achieve overall performance goals of the organization including: Resolve rate, First call resolution, Tier II transfer rate,

and all other performance objectives in the call center.

Attended training as required and performed other related duties as assigned

Mentored team when Supervisor was out. Consistently met goals. Created Reports for team.

Assisted other team members with problem resolution assistance.

Customers Choice Award winner- 1st Quarter-March 2009

Caretaker for Parents

June 1, 2007 to Jan. 2012

Caretaker for both of my parents. They had both been hospitalized and needed assistance with physical and their

other needs.

Boston Financial Data Services

Braintree, MA

December 2000 – June 1, 2007

Position/Title: Help Desk Specialist II

Received a high volume of calls from end users, resolving hardware and software problems in an efficient manner

and escalated critical issues to higher levels of support when needed

Call volume ranged between 60 to over 100 calls per day

Provided problem resolution

Responded to service calls from in-house and external clients (users of DST systems)

Served as second-tier support for less experienced specialists

Assisted end users by instructing them through problems, and/or remotely connecting to their workstations to work

on the issue

Set up new user network ids and email accounts, enabling internal and external user logon on accounts using

Active Directory

Maintained contact with end users to make sure problems have been resolved in a timely manner and according to

customer satisfaction

Experience with: Windows 2000, Windows NT, Windows XP, XP Professional, Windows ME, Windows 95,

Office 98 products, Office 2000 products, Active Directory, upgrading operating systems, Automated

Work Distributor (AWD), TA2000, Exchange 2000, Lotus Notes, SMS remote access software, Literature,

AWDMIS, Remedy, Prime Meridian, Cool and Internet Explorer

Developed and used a problem management database to enter data, and ensure proper call routing and

problem resolution

Generated call reports

Kept up with current technology

Provided on-call support in a rotating 7x24 setup, normally every 6 months

Created email distribution lists as well as provided security access to various company departments by

request

Set up remote user access accounts for users to connect from home for email or VPN access

to workstations

Provided: Virus scan and removal, RAS, AS/400, and software installation/removal

Participated in large projects.

Sears Portrait Studio

Braintree, MA

September 2004 – November 2004

Position - Seasonal- Photographer/Sales Clerk

Photographed customers ranging from children to adults in various poses

Sold portrait packages and helping customers. Provided customer service to all incoming and exiting clients

Took calls within the store and over the phone, and setting up appointments

Jotorok Group

Providence, RI

January 2000 - December 2000

Position/Title: Kronos System Administrator @ Boston Scientific (Contract work)

Duties: Handled all technical and software related issues for companies sites across the country

Instructed others in procedural steps and research of Kronos daily issues

Corrected error messages, updating and collecting information from the timekeeper terminals, making sure all

clocks were working satisfactory

Created scripts for automated reports to run in Kronos

Handled security issues for supervisors, input work rules, pay rules, accrual issues and investigated system problems

Worked as a backup in re-issuing ADP file numbers for clients as well as using PeopleSoft and Web hire software

Oversaw the installation of Timekeeper terminals

Made sure Ethernet communications were working properly

Acted as the main contact between all Boston Scientific sites and Kronos Support

Document procedural processes for problem solving

Beverly Enterprises

Fort Smith, AR

June 1995 - November 1999

Position/Title: Call Center Specialist

Duties: Trained new people, provided support to end users calling with various software, hardware and printer

Problems

Walked users through steps for resolving problems in a timely manner

Escalated users to proper groups that would be able to assist them or to place a service call with

contract vendors like IBM, Dell and Xerox

Call volume ranged between 80 to over 200 calls per day

Beverly Enterprises

Ft. Smith, AR

January 1994 - June 1995

Position/Title: Computer Operator

Duties: Responsible for printing reports, checks and billing forms for corporate users and Nursing Facilities under the

Beverly Operation

Distributed/Sorted reports, microfiche for various departments

Checked mainframe for user reports and reporting to the when reports would be completed and ready for pickup

Used JES commands throughout the mainframe access

G&W Brokerage

Norfolk, VA

July 1987 - December 1993

Position/Title: Computer Graphics & Assembler

Duties: Handled all computer design for company plaques and awards.

Transferred custom designs from customer artwork through computer system and on to Decorative Wall Plaques

Computer Engraving, Trophy Assembly, shipping and receiving UPS orders and delivery of customer orders

Knowledge of using Scanner

Hi-Tek Inc.

Norfolk, VA

August 1984 - January 1985

Position/Title: Manager

Duties: Supervised store operations including interviewing new employees, shipping and receiving products, inventory,

opening and closing the store, sales, handling all of the stores accounts (paying bills & advertising), training customers

on how to use Kay-Pro computers and computer software

Education 2000 www.brainbench.com

Passed a number of computer certification exams on this website.

Kronos, Inc.

Training classes taken at Kronos, Inc. to further develop my skills in the Kronos Timekeeper System functions.

1997 Westark Community College Ft. Smith, Arkansas

Completed classes on HTML and Electronics

1983-1984 Commonwealth College Norfolk, Virginia

Major: Computer Data Processing

Honor Roll Graduate

1978-1983 Norfolk State University Norfolk, Virginia

Major: Electronic Technology

Also took Computer Science related classes as well as Photography courses

Also I am currently a Freelance Photographer with skills in both digital and 35mm film photography.

Website: www.artwanted.com/tbrockett

Interests Photography, Web Design, Building and repairing computers, Writing poetry.

Other Sales, Data Entry, Newspaper Co., Janitorial, Construction, Warehouse, Roofing, Assembling Electronic products,

employment Soldering.

experience Photographer (Weddings, Social Events, Family Gatherings, Sports, Freelance)

Contact this candidate