Customer Service Assistant
Resume:
Dorothy J. Brech
***********@*******.***
OBJECTIVE
To obtain a job in the Telecommunications field.
PROFIENCIES
• •
Customer Service Microsoft Office
• •
Remedy Digitral Signal Analization
Meter (DSAM)
• •
Spectrum Analyzer Multimeter
• •
Telecommunication Utility ICOMS (GUI)
Maps
EXPERIENCE
Cox Communications LLC Phoenix, Arizona
Field Network Technician II June 2008 – Feburary 2014
Responsible for maintaining and fixing problems on the Hybrid Fiber Coax network by preventive
maintenance and conditioning the forward/return frequencies. Also tracked return noise issues that
could affect the customer experience.
Track and fix outages effecting customer’s services.
Prioritized work to best support both external and internal customer’s needs.
Monitored Cumulative Leak Index (CLI) and fixed issues to meet Cox standards.
Conducted 24 Hour FCC testing.
Supported MTC (Main Telecommunications Center) during the RF Data
Communication transition in
• North Scottsdale
• Bell
• Fowler
• Tempe
Built and maintained relationships with
• Main Telecommunications Center technicians
• Field Operations,
• Contractors,
• Cox Business Technicians,
• Construction,
• Support Operations Center personnel
• external customers.
Mentored at a Secondary Telecommunications Center (STC)
Support Operations Center Specialist I April 2006 - June 2008
Monitor and perform triage of network elements for all products and dispatch personnel to resolve
issues. Search for commonalities and trends in order to identify problems before they become
customer impacting outages. Analyze alerts and alarms, and then perform a dispatch function to the
appropriate fix agents. Assist in training by helping the team to understand current and new tools.
CSR-Technical Support II April 2004 - April 2006
Troubleshoot over the phone with customers about problems they are experiencing with their
services. Communicate effectively the possible ways to rectify the situation at hand and make
accurate notes and updates to all accounts. Provides support for all three products.
DeVry University Phoenix, Arizona
Faculty Assistant March 2003-May 2004
Facilitate electronics related activities for high school students. Maintain database, order supplies,
and organize files. Conduct tours, give presentations, trained new employees and organize events.
Faculty Assistant November 2001-July 2002
Assisted EET students in the laboratory with troubleshooting and building various lab assignments.
Responded effectively to student’s questions regarding electronics concepts and problems they were
experiencing. Trusted to sign off on student projects for instructors.
MILITARY
Transportation Coordinator (concurrent with above experience) May1999-August 2002
United States Army Reserve Phoenix, Arizona
EDUCATION
CNT140
Estrella Mountain College Avondale, Arizona
Bachelor of Science in Electronics Engineering Technology
DeVry University Phoenix, Arizona
Project Management – An In-depth Approach;
Architecture of the Video Network;
Audio/Video Transmission Concepts;
MTC-Based Video Cabling, Connectors, and Interfaces;
MTC-Based Video Signal Processing;
MTC Environmental Control, Safety, and Reliability;
Cox Fire Detection and Suppression;
Cox University Phoenix, Arizona
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