Customer Service Technical Support

Mark C. Langridge

845-***-**** ** North Rd. Red Hook, NY 12571 *************@*****.***

High Impact Technically Proficient IT Professional

Accomplished and goal-driven Senior Technical Support professional with over 10+ years of experience in technical support roles ranging from desktop support to helpdesk and server support. Expertise utilizing technical knowledge to provide support and troubleshooting techniques to clients; consistently recognized for providing exceptional level of customer service and communication. Adaptable in fast-paced environments, self-starter who takes initiative, displays leadership and provides effective support to team members and clients.

Relevant Experience

Consistently received a 100% rate of customer satisfaction

Created and maintained a program to automate all of the Tier 3 email escalation processes for Time Warner Cable

Served as Night Shift Lead for the Hudson Valley Customer Service

Addressed and resolved issues from escalated calls

Lead training session rollouts for new cable products

PROFESSIONAL EXPERIENCE

Spectrum (Time Warner Cable) 12/2010 – Present

Tier 3 Technical Support

Respond to customer calls providing customer-friendly and proficient technical support to high speed data and or Digital Phone customers using phone, email, chat, instant messaging, and other means of communication

Document and escalate issues, and work with other departments, ISPs, or business partners in order to resolve them as quickly and efficiently as possible

Successfully meet or exceed Time Warner Cable's call handle requirements as measured by periodic call monitoring and individual call statistics

Provide support to installers and field technicians when appropriate and as needed

Monitor the hybrid fiber coax network using various network diagnostic tools for system outages

Open and track all trouble tickets as needed

Time Warner Cable 1/2007 – 12/2010

Customer Service Escalation Team (Night Shift Lead)

Responded to customer calls where a supervisor has been requested, with a strong focus on problem solving

Mentored and coached on a variety of duties within the Customer Service Department consistent with departmental and company policies and procedures

Provided supervisor support as Lead for the night shift, including handling escalated calls, coaching agents and monitoring call volume

Served as night shift supervisor in absence of lead supervisor which eventually lead to a Tier 3 Technical Support promotion

Time Warner Cable 7/2005 – 1/2007

Broadband Specialist

Responded to phone inquiries regarding current services, strong focus on High Speed Data and Digital Phone Customers

Provided information and performed a variety of duties within the Customer Service Department consistent with departmental and company policies and procedures

Lowe's HomeCenter Inc. 10/1997 – 7/2005

Sales & Design Specialist

Oversaw all aspects of sales, including add on sales, arranging delivery and sale of installation labor

Responsible for maintenance of a viable sales floor including merchandising, ordering and displaying of merchandise

Designed and installed customer kitchen designs using Lowe's Design Centre Software

ADC Services 1/2000 – 5/2004

IT Consultant

Performed software diagnosis on operating system problems and provided remote support for on-call customers

Addressed hardware issues in a timely manner while minimizing customer concerns

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