Customer Service Technical Support

FRANK DiBENEDETTO

** ******** **. ** ■ East Haven, CT 06513 ■ 203-***-**** ■ *.******@*****.***

Summary

Fourteen years of experience in the utilities/telecomm industry as a Billing/Business Systems Analyst with a focus on troubleshooting, corrective actions and resolution of billing problems.

Qualifications

Highly-focused, with a strict attention to detail and accuracy.

Excellent process analysis, diagnostic and troubleshooting skills.

Strong customer service skills working with internal business units and information technology staff.

Committed to teamwork, job excellence and continuous quality improvement.

Professional Experience

Technical Support Representative Level 2 Cablevision 2014- Present

Guide customers through established troubleshooting procedures to identify and resolve technical problems.

Use multiple systems simultaneously including but not limited to trouble ticket databases, customer databases, troubleshoot software, etc. to record data and create notations in customer’s account records.

Troubleshoot Level 2 Technical Support calls from Optimum Online and Optimum Voice customers who are using the supported software/hardware. Troubleshooting requires guiding and educating customers through established troubleshooting procedures.

Collections Clerk Eastern Account Systems 2014-2014

Responsible for fielding inbound and outbound telecommunications for a Pre-Collections call center.

Conflict resolution and entering customer data into databases

Heavy data entry and database navigating

Senior Analyst AT&T, formerly SNET, New Haven, CT 2000 – 2010

Conducted detailed reviews of billing and invoice issues as a result of customers' referrals.

Performed detailed root cause analysis to determine if problems resided with computers systems, procedures, workflows, or operating practices.

Managed defects to insure they were implemented before the service level agreement. (SLA)

Worked cross-functionally with internal resources to implement permanent solutions, which included system enhancements, improved procedural controls, and/or process improvements.

Developed verify and implement test plans for multiple billing systems using Mercury's Quality Center.

Participated in team efforts to achieve continuous quality improvement as a means of minimizing billing problems

Participated in development of both Business Requirements and Technical Requirements

Business System Analyst AT&T, formerly SNET, New Haven, CT 1996 - 2000

Responsible for analysis of billing/invoice and related problems, including held bills, deposits and advanced payments.

Conducted detailed analysis of multiple automated billing systems.

Performed detailed system analysis working with internal resources and information technology team to resolve automated billing problems.

Worked cross-functionally to implement permanent solutions including system enhancements, procedural changes, improved internal controls, and improved communications.

Conducted on-going testing of billing accuracy to ensure that system changes achieved desired results.

Adjusted customer accounts based on documentation received from field services for such things as misapplied payments and credits due to customers

Certifications / Education

CompTIA A+ IT Technician CompTIA Network+

220-701 Essentials Exam A+ 220-702 IT Technician N10-004 Networking+ Exam

PORTER AND CHESTER INSTITUTE, Branford, CT

Computer and Network Technician 10/2011 – 10/2012

A+: Installation, upgrade, diagnosis, and troubleshoot PC and network operating systems.

Desktop Support: Application of business software using MS Office; customer support; help desk applications, report generation, problem diagnosis and resolution.

SOUTHERN CONNECTICUT STATE UNIVERSITY, New Haven, CT

120 Hours Completed in Accounting

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