Service Customer
Resume:
Alan L. Fiem
Raleigh NC. *****
**********@*****.***
Phone 919-***-****
CLI Maintenance Technician - Charter Cable March 2014- 2017
Drove plants route to pick up leaks due to cable that went bad or equipment that was not working properly.
Performed special projects.
Excellent customer service skills.
Did Locates on cables.
Did Hub cabling
QC-drop buries.
Installed batteries in the power supplies enclosures and wired and strap them together.
Quota Coordinator - Time Warner Cable March 2013 – March 2014
Help in creating a team of personal who monitored points for all the jobs that was created by customers calling in for service. We had to take the jobs which had point value and assign it to field techs in that work in the area of the job. We had to make sure the field techs did not have more the 64 points per day assigned to him. We were assigned area where we work or lived in because we had to know how much time it would take the techs to get to each job.
Contractor Coordinator - Time Warner Cable Jan 2011 – March 2014
Ran daily and monthly reports
Contacted customers
Took care of all Drop Bury damages.
Visited customers to survey damages
Contacted and coordinated damage repairs
Submitted check requests
Monitored and adjusted daily job points
Keyed in material request from contract groups
Addressed emergency CPE orders from contract groups
Performed truck and safety audits on a monthly bases
Performed yearly TSI audit on the contract groups warehouses
Oversaw three contract companies
Technical Operational Coordinator - Time Warner Cable Jul 2008 – Jan 2011
Submitted check requests
Inventoried equipment from vehicles
Issued tools and coordinated tool repair
Ordered and issued tool kits to field Technicians.
Conducted exit checklists on technician tools
Prepared meeting agendas
Received/distributed uniforms to new employees
Maintained and reconciled P-card purchases in PeopleSoft
Managed and tracked meters.
Shipped meters for repairs and upgrades.
Upgraded firmware and synchronized meters.
Assisted field personnel
Installation Field Specialist - Time Warner Cable May 2008- Jul 2008
Performed all phases of installation requirement at residential and commercial locations supporting voice, data, and video solutions offered by Time Warner Cable.
Supported and assisted service department at residential and commercial locations addressing workload conditions or request by management.
Addressed and resolved escalation issues created by customer, contractor installation technicians, or service requested upgrades.
Raleigh Installation Supervisor -Time Warner Cable June 2004 – Sept 2008
Performed all phases of installation and over saw thirteen field technicians in meeting the requirement set by Time Warner Cable at residential and commercial locations supporting voice, data, VIOP, and wireless networks and video solutions offered by TWC.
Supported and assisted service department at residential and commercial locations addressing workload conditions or request by management
Addressed and resolve escalation issues created by customer, contractor installation technicians, or service requested upgrades
Addressed manpower, work schedules, reports and documentation, escalations and daily actives
Addressed personnel issues
Installation Field Technician I / II /III - Time Warner Cable May 2003 – June 2004
Performed all phases of installation requirement at residential and commercial locations supporting voice, data, VIOP, and wireless networks and video solutions offered by Time Warner Cable
Supported and assisted service department at residential and commercial locations addressing workload conditions or request by management.
Addressed and resolved issues escalated by the customer, contractor installation technicians, or service requested upgrades.
Field Installation Technician- Manpower Engineering Feb 2003 - May 2003
Performed upgrades/downgrades pre-wiring and multiple dwelling installations oVideo and HSD. Also preformed software installations on personal computers and troubleshot PC hardware and software issues when needed. Also installed drops, grounds, outlets, converters and modems in homes. Also educated customers on the use of our product that was installed.
JOHNSON CONTROL INC Oct-09-2001, Jan-10-2003
SR.PBX TECHNICIAN
oMaintained installation and maintenance on Meridian OP.11-81c and
Nor-star phone system, also installed CSU/KSU, ATA, and Voice mail Ethernet and IP communications (IPv4, IPv6, routing protocols).
oPreformed add, moves and changes to the system
oTechnical knowledge and experience on contemporary technologies (e.g. MPLS, TDM, Ethernet, eLAN-eLine, TCP/IP, BGP, QoS, IP, etc.).
oTrouble-shot and fix all troubles related to the switch and added circuit packs
oPreformed voice mail adds and deletes to system
oInstalled and trouble-shot all ISDN/ DSL and T1 circuits & CCTV Equipment
oDid all video conferencing hook ups,and adding security cameras in
new secure areas, also adding poly-com units to conference rooms & CATV
Self-Employed May 2000 – Feb 2001
Installed phone and data outlets into business and residential homes. Also did home networking along with
Cabling of CAT-5, CAT-6 CAT-3. And terminated all.
Mechanical aptitude and be able to use hand and power tools.
Installed, and tested all hardware, software and turned-up Alcatel - 7350-OC-48, Alcatel OC-192 systems.
Laced power cables, and all equipment cables to racks.
Experience with or knowledge of an oscilloscope.
Experience reading blue prints and schematic drawings.
Ran coax in Hubs and communications rooms.
Installed, powered-up and tested Hyper-Span 828A-MUX System.
Installed, and tested all hardware, software for 1648 and 1603 OC-48 ALCATEL network system.
Installed, and tested all hardware, software on CISCO systems-2500, 7500 and 5200 network systems.
Certifications
A+ Certification
Nortel OPT-81, Call Pilot and Symposium
Network Installation and Translations
DMS-10, DMS-100, DMS-500 Digital Switches
C-COR ( Network Service Manager)
Hands On Trouble Shooting
PLEXUS INSTALLATION
JOB PLANNING AND ADMINISTRATION
DATA COMMUNICATIONS CONCEPTS.
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