Customer Service Technical Support
Resume:
Eddie A. Duckett
Metairie, Louisiana 70001
Phone 504-***-****
E-mail: ******@*******.***
Objective
Warehouse Associate
Profile
a people-person, excellent communication skills.
ability to think on my feet.
self motivated, detail oriented.
flexible, invite change.
committed to completing the task.
Work experience
(Approx. 2 years) COX COMMUNICATIONS Baton Rouge, La. 70806
Customer Advocate I 01/2014 to 01/2016
RESPONSIBILITIES: Answer calls from the tier 1 agents relative to complex
troubleshooting for cable, hsi, and telephone. Assist the tier 1
agents with identifying outages, problems with equipment, and
problems with services in specific areas. Provides question
support for the vendors, FSR’s, and customers as well. Applications used: ICOMS, Inav, IDM Tool, Keystone Ticketing Tool, UET Database, Network Trending Tool, The Switch, TTQ, SOA, and Hammer.
Assist tier 1 agents, vendors, and customers with equipment installation and
problem resolution.
Assist tier 1 agents, vendors, and FSR’s with modem provisioning and email issues.
Extends support to tier 1 agents to keep them current with procedural updates and practices.
Investigate problems and issues reported by Tier 1 agents and/or customers regarding billing, technical support, and some sales issues.
Track patterns regarding specific errors and offer applicable solutions.
Work trouble tickets to solve telephone issues.
Use of Switch, TTQ, and SOA programs to effectively restore telephone service.
Corner Stone program is used in NIU environment to address telephone problems.
Contact with Tier I Agents, Vendors, Contractors, Dispatch, and Field Techs are frequently required to resolve various telephone related issues.
(Approx. 2 years) COX COMMUNICATIONS Baton Rouge, La. 70806
Team Coach (Help Desk) 01/2012 to 01/2014
RESPONSIBILITIES: Answer calls from the tier 1 agents relative to complex
troubleshooting for cable, hsi, and telephone. Assist the tier 1
agents with identifying outages, problems with equipment, and
problems with services in specific areas. Provides question
support for the vendors, FSR’s, and customers as well. Applications used: ICOMS, Inav, IDM Tool, Keystone Ticketing Tool, UET Database, and Network Trending Tool.
Assist tier 1 agents, vendors, and customers with equipment installation and
problem resolution.
Assist tier 1 agents, vendors, and FSR’s with modem provisioning and email issues.
Extends support to tier 1 agents to keep them current with procedural updates and practices.
Investigate problems and issues reported by Tier 1 agents and/or customers regarding billing, technical support, and some sales issues.
Track patterns regarding specific errors and offer applicable solutions.
Acts as liaison between tier 1 agents and vendors with other departments.
Familiar with new order entry.
Performs some data entry tasks on a monthly basis.
Assist agents with one-on-one training and development support.
(Approx. 2 years) COX COMMUNICATIONS Baton Rouge, La. 70806
Customer Service Specialist (Help Desk) 01/2010 to 01/2012
RESPONSIBILITIES: Answer calls from the tier 1 agents relative to complex
troubleshooting for cable, hsi, and telephone. Assist the tier 1
agents with identifying outages, problems with equipment, and
problems with services in specific areas. Provides question
support for the vendors, FSR’s, and customers as well. Applications used: ICOMS, Inav, IDM Tool, Keystone Ticketing Tool, UET Database, and Network Trending Tool.
Assist tier 1 agents, vendors, and customers with equipment installation and
problem resolution.
Assist tier 1 agents, vendors, and FSR’s with modem provisioning and email issues.
Extends support to tier 1 agents to keep them current with procedural updates and practices.
Investigate problems and issues reported by Tier 1 agents and/or customers regarding billing, technical support, and some sales issues.
Track patterns regarding specific errors and offer applicable solutions.
Acts as liaison between tier 1 agents and vendors with other departments.
Familiar with new order entry.
Performs some data entry tasks on a monthly basis.
(Approx. 2 years) COX COMMUNICATIONS Metairie, La. 70001
Customer Service Representative (Tier 1.5 Team) 04/2005 to 01/2010
RESPONSIBILITIES: Answer calls from the tier 1 agents relative to complex
troubleshooting for cable, hsi, and telephone. Assist the tier 1
agents with identifying outages, problems with equipment, and
problems with services in specific areas. Provides question
support for the vendors as well.
Assist tier 1 agents and vendors with equipment installation and problem resolution.
Assist tier 1 agents and vendors with modem provisioning and email issues.
Extends support to tier 1 agents and vendors to keep them current with procedural updates and practices.
Investigate problem codes to ensure proper usage.
Track patterns regarding specific errors and offer applicable solutions.
Acts as liaison between tier 1 agents and vendors with other departments.
Education
University of New Orleans
New Orleans, La.
Major: Accounting
Minor: Business Administration
Some undergraduate study.
West Jefferson High
Honor Graduate
Continuing Education Courses
MS EXCEL
MS WORD
MS POWERPOINT
MS OFFICE 2010
WINDOWS 10
Contact this candidate