Customer Service Field
Resume:
Gary Scott
Chelsea, MA. *****
************@*****.***
To bring my nineteen years of experience working in telecommunications to a new industry as a Tesla Field Service Technician.
Technical Skills
Experience with Microsoft products and Operating Systems such as Microsoft Office Suite, Windows NT, XP, and Seven.
Experience setting up Outlook Express for Residential/ Commercial Customers
19 years troubleshooting complex cable systems.
18+ years working with RG11, RG6, RG 59 cabling.
18+ years experience in telephony fixing Tip/Ring lines.
15+ years setting up WPA/WEP wireless encryption for Residential and Commercial Customers.
10+ years working with Ethernet connections, straight through, crossover, and knowledge of Rollover cabling.
7 years working in an all season, fast pace, 24/7 on call rotation.
Employment History
*Ranked Top Performer Four Times in Fourteen years*
Systems Maintenance Technician, RCN Corporation, Framingham, MA.12/2011 to 9/2017.
Customer Service Install/Repair Technician (Top Performer), RCN Corporation, South Boston, MA. 11/2002 to 12/2011
Broadband Technician, Telewest, London, England 2001-2002
Installations Supervisor, Cole Communications, London, England 2000-2001
Technical Engineer, Cabletel, London, England, 1998-2000
Experience
Troubleshot and fixed the intermittent SNR (Signal to Noise) issues that appeared at approximately 4pm each night in Dorchester, and Hyde Park. This was a long term issue that generated multiple customer complaints.
Lead the project to optimize the hybrid coaxial network in Dorchester, Hyde Park, and Milton. Approximately 150 nodes were balanced both forward and return to enhance the system using the new return cards.
Lead the project to clean up the ongoing issue with ingress in Allston/Brighton, Arlington, and Hyde Park. This resulted in the finding, and fixing of bad taps, water in drops, and loose fittings.
Provided leadership and direction to lower level Field Service Technicians.
Obtained and evaluated information and provided technical solutions to users and other service support groups within tight timescales for over thirteen years.
Credited with finding the solution for bringing internet, phone, and cable into the Hacknie Women’s Center in North London UK.
Gary Scott
836 Broadway apt.1
Chelsea, MA. 02150
************@*****.***
Highlights
Received multiple letters from satisfied customers for fixing escalated trouble calls.
Won the Brightest Star Award as a Customer Service Install/Repair Technician for fixing an escalated trouble call in Newton which ultimately retained the irate customer.
Won the MVP Award for cleaning up the ingress problem in Hyde Park, Arlington, and the Brighton Area.
Received a Merit Award for the Hacknie Project.
Education
West Indies College, Mandeville, Manchester Jamaica. Diploma 1990-1995
Manchester High School, Diploma
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