Customer Service Manager

*/**** - ******* *************** ***** Lauderdale

CAE for Comcast-Customer Resolution Team

As part of Comcast Customer Resolution Team, my primary responsibilities

are to retain current customers from leaving Comcast by providing them with

win-win resolutions for both the customer and Comcast. This includes by

upselling/downgrading Comcast products like Xfinity Home Security,

internet, voice, TV, and X1 Platform, by either repackaging them to either

a Quad, Triple, Double play packages or other Comcast products solution to

their current customers.

6/2006 - 6/2013 Wholesale Carrier Services Coral Springs, Florida

Provisioner Specialist II & Trouble Maintenance

Provision, Implemented, and Coordinate with various carriers and companies

like Tommy Hilfiger, DKNY, Wood Forest National Bank, Pediatrics Children

Hospitals, Princeton Medical, Gibraltar Bank and various other clients. In

ordering, provisioned and implementing various products such as SIP

Trunking, 0C48, Local PRI, MPLS, DS3, Cable, and Fiber. Assist in

troubleshooting various circuits with carriers such with AT&T, Verizon,

Windstream, Centurylink, Comcast, and other various LEC and CLEC along with

various companies in resolving problems with the network.

3/2004 - 6/2006 T-Mobile Ft. Lauderdale

General Customer Service Rep:

Providing support and troubleshooting to various phone models such as

Motorola, Samsung, Nokia and various others cellular phones products.

Provide and consult various rate plans, taking payment for and answering

billing questions for the customer. Sell and process cell phone orders.

Assist direct and indirect dealers for customer requests such as changing

rate plans, quote on phones, and adding and deleting features.

3/2002 - 3/2004 Health Alliance Fort Lauderdale, Florida

Customer Service/Network Admin:

Process all inbound and outbound calls from clients for Florida Medicaid.

Administer and development voice and data network for company. Implemented

Merlin Magix phone systems and Windows 2000/98 infrastructure for company.

Project management various software and hardware projects in building

network infrastructure for new and rapidly growing company.

1/2002 - 3/2002 Motorola iDen Tamarac

Tech Support

Providing support and troubleshooting to Nextel, Boost, and SouthernLinc

customer in the use of over 28 cellular phones. Provide software support

for modems, phone applications, and various Motorola software applications

such as Phone Book Manager, Companion Pro, and software update for various

phones.

2001 - 2002 SRT Technology Fort Lauderdale, Florida

Network Administrator:

Install, upgrade, configure, and manage company servers. Install and

configure SQL 2000 server for clients and company. Manage company SonicWall

firewall and network infrastructure. Upgrade Norton virus protection

software and Microsoft products. Administer company employee rights and

privileges. Maintain security for company.

1978 - 1995 United States Navy Washington DC

Operations Chief Manager

Project Managed for a team of various field technicians, responsible for

the distribution and maintenance of classified data to various users

throughout the U. S. Navy. Established TCP/IP and assigned routes

throughout all designated naval subscribers. I have supervised a team of

206 field technicians conducting maintenance on IBM computers. Maintained

and updated route information in the database. I have maintained

communications to various Military establishments via several of HF, UHF,

VLF, RF, Satcom, and microwave circuits. Configured and established voice

and data circuitry through secure means and established training materials

on the uses of communication equipment to well over 3,000 technicians.

Maintain training, troubleshooting and conducted microwave quality control,

site surveys, and LOS calibration to junior personnel.

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