TROY WATSON

**** ******* *****, *******, ** *****

202-***-**** / acy61b@r.postjobfree.com

QUALIFICATIONS:

IT / Telecommunications Technician:

Skilled field service technician with 17 years of experience

installing, repairing, and maintaining sophisticated communications equipment. Sound understanding of communications / computer technologies and equipment. Dynamic interpersonal and communication talents

Strong technical aptitude for complex systems

Skill:

Diagnostics, Analysis, Installation, Configuration, Customer Service, Communication, Reporting, Teamwork, Troubleshooting, Repair, Problem Solving, Network Technologies, Network Repair, Outage Repair, Equipment Repair, Reporting, Customer Satisfaction, DSL, ISDN, T1

EXPERIENCE:

VERIZON: 01/2016 –Present Washington, DC FIOS Hybrid Technician:

Performs operations in connection with the installation and maintenance of fiber based services installs, repairs and maintains inside cables, wires and plug-in equipment to connect telecommunication systems and equipment.

Customer facing premise billing.

Reviewing and interpreting facilities plats, and/or vendor specification documents for the purpose of locating, and repairing fiber based services.

Performing operations in connection with the installation and maintenance of copper based services.

Utilizes test equipment for installing and repairing fiber based services. Promotes the sale of Telecommunications services and products.

face-to-face customer contacts while communicating with customers before, during, and after the work operation.

Identifies individual customer requirements on provisioning and/or repair orders.

Completes all related administrative paperwork to include, but not limited to, daily time sheets. Receives work assignments from Telecommunication representatives, other designated supervisory personnel, or by electronic terminal.

VERIZON: 12/1/2014 –01/201 Washington, DC. Outside Plant Technician:

Reviews and interprets engineering plans, operate construction equipment, lay cable, conduit and fiber interduct and keep detailed record of work activity. Operates hydraulic aerial lifts and ladders mounted to trucks unreel, pull and string wire and cable from pole to pole. Locates and marks path and depth of underground cables, wires and drops. Strings and repairs telephone and television cable, including fiber optic and other equipment for transmitting messages or television programming, install poles and place wires or cables.

Properly join, repair, and rearrange cable conductors in aerial, buried and underground plant connect and cross-connect equipment, and perform construction or outside plant- work.

Installs service, and disconnect commercial and residential video, data and voice services. Performs underground and aerial cable service installations and disconnects.

Configures coaxial drop system to meet Time Warner Cable installation standards. Analyze, maintain and repair residential coaxial drop system, phone wiring data network equipment and service. Install Time Warner Cable customer premise equipment while maintaining an accurate and complete inventory of all company-issued equipment.

Educate customers about Time Warner Cable's products and services and present them with service upgrade opportunities. Perform personal computer software configurations. Identifies defective customer equipment and ensure a timely return to the warehouse for processing.

Communicate routine demand plant maintenance and demand construction referrals.

VERIZON: 03/1999 – 12/2014 Washington, DC Network Operations Technician

Efficiently maintain heavy schedule of diagnostic, repair, maintenance and installation services for voice, data, network, and video entertainment equipment and systems. Interact directly with customers, providing answers to technical questions. Troubleshoot equipment to determine cause of malfunctions. Provide accurate and timely reporting.

Installed fixed or wireless network equipment and set up new telecom and data services.

Connected and cross-connected equipment and cables join, rearrange and repair cable conductors in utility holes.

Installed, inspected, tested and repaired telephone sets, radio loops, video pickups, microwave transmitters. Utilized sophisticated electrical test instruments to locate and clear trouble on

defective wire and/or fiber outside plant facilities. Locate and repairs air leaks in aerial, underground and/or buried cable splices wires by twisting and soldering or by joining with connectors and splicing tools.

Removed outer sheath and insulation on newly installed cables and connectors before splicing. Modified or upgraded customer systems as necessary.

Installed modems to costumer's computers, test measure DSL speeds are accurate at customers demarcation point, (residential and business) install runs (wire)as needed for telecommunication lines change or repair existing lines in existing cables ( government). Pull or remove riser lines through conduit, install house lines in buildings pull different sizes of cable copper and fiber to demarcation points in various businesses and residences, locate or terminate existing lines reroute lines from one office to another, tag and identify lines, trouble shoot or repair telecommunication equipment.

Effectively adapted to new and emerging technologies and new systems, demonstrated technical aptitude and the ability to master new tools.

Responded to outages caused by physical damage or vandalism to outside equipment; collaborate with internal resources to restore dial tone, DSL, and T1 services.

Consistently provided an excellent customer experience, offering detailed communication throughout the process to ensure that problems are solved and solutions understood.

United Health Care: 05/1998-03/1999 Washington, DC Marketing Representative:

Responded to high volume of calls from customers with little to no assistance, interviewed and enrolled customers into the United Health Care Healthy Families Program.

Identified risks or issues and assess/implemented alternate solutions.

Participated in interdepartmental team efforts, such as implementation of updates to the production system.

Provided customer support and administrative services to external offices such as, field marketing organizations, and independent contract agents.

Served as internal liaison and customer service resource for external producers relative to enrollment and policy questions, systems issues, and coordination of materials fulfillment.

Managed administrative aspects of commission payments such as routine tracking, reporting, and troubleshooting issues relative to missing or disputed payments.

Managed the enrolment function to minimize the administrative work of producers. Responsibilities included analyzing and reporting enrollment data, providing knowledge about customers and competitors, communicating pricing data, and coordinating the operational logistics in meetings and activities. Worked closely with supervisors and other functional leaders to develop and maintain the operational infrastructure supporting enrollment, goal setting, training and on-boarding, troubleshooting order processing issues and customer requests, and Medicare-related information systems and procedures.

Optimum Choice: 02/1995-05/1998 Rockville, MD Professional Service Representative

Reviewed patient's account to ensure accuracy identified and resolved patient billing complaints.

Answered multi-line phone system, managed inbound and outbound phone call from patients and staff relating to patient accounts.

Maintained required records and files, processed all clerical records and patient information requested to resolve patient account balances.

Responded promptly and completely to all written patient inquiries and request for additional information to obtain a final resolution to the problem.

Responded to patient inquiries, researched and resolved unpaid balances and credit balances.

Performed various collection actions including contacting patients by phone and resubmitting claims for third party reimbursement.

Interpreted and communicated client billing practices, insurance claims, submissions, and out-of-pocket patient responsibility to all customers; including physicians, physicians' office staff, patients, and evaluated patient financial status and establish budget payment plans.

Posted accurate account adjustments, corresponded with clients to reverse adjustments and update notes on the account

Adhered to department policy and procedures to ensure the maintenance of adequate account documentation to meet audit requirements

Optimum Choice: 07/1993-02/1995 Rockville, MD Account Executive

Determined the individual’s needs and screen for potential eligibility for the Optimum Choice health care services through Medicaid, utilizing a standardized screening instrument.

Provided efficient, timely and consumer friendly services to facilitate the Optimum Choice eligibility application and review process.

Provided necessary forms and package all forms in preparation for Medicaid eligibility determination.

Assisted with collecting and gathering required information and documents for Optimum Choice health care application. Assisted the potential applicant as a secondary resource to family members and care providers in gathering information and completing an application for Medicaid benefits to enable the customer to qualify for the Optimum Choice health plan.

Referred the individual to the local (or co-located) Department of Children and Families/Services (DCFS) staff to submit application for Medicaid benefits.

Coordinated with staff members regarding eligibility matters for Optimum Choice eligible or potentially eligible individuals.

Assisted with tracking the Optimum Choice applications through the eligibility process. Contacted individuals on the waiting list, as required, to update information and screen for eligibility.

Collected and maintain accurate Optimum Choice eligibility determination tracking data.

EDUCATION/ TRAINING:

Strayer University (10/2015- Present)

A+, Network Plus and Security Plus Certifications

ITT Tech, Chantilly, Virginia (8/2012-3/2014)

Network Service Administration Studies (3.67 GPA)

Basic I/M Services Technician (4/14/1999)

Digital Loop Carrier & T1Line Fundamentals (8/2/2001)

Line Construction-Comprehensive (12/19/2014)

Fios Installation and Maintenance Voice, Data, and Video (1/29/2016)

Telephone Access Loops and Impairments (7/25/2016)

ADSL Higher Layer Protocol (7/26/2016)

Verizon Operations School – Central office Tour (7/26/2016)

Fiber Optics: the Future of Broadband (8/19/2016)

Internet Technologies for Broadband (8/20/2016)

CompTIA A+ 220-801: BIOS and Motherboards: Online Course (8/22/2016)

CompTIA A+ 220-801: Configurations, displays. Connectors & Peripherals: Online Course (9/26/2016)

CompTIA A+ 220-801: CPUs, Connections, and Power Supplies: online Course (9/23/2016)

CompTIA A+ 220-801: Network Cabling, IP Addressing, Ports and Protocols: Online Course (9/26/2016)

CompTIA A+ 220-801: Networking Technologies: online course (9/27/2016)

CompTIA A+ 220-801: Networking Devices and Tools (9/27/2016)

CompTIA A+ 220-801: Laptops: online course (9/27/2016)

CompTIA A+ 220-801: Printers: Online Course (9/27/2016)

CompTIA A+ 220-801: Operational Procedures: Online Course (9/27/2016)

CompTIA A+ 220-802: Introducing Microsoft Windows (9/28/2016)

CompTIA A+ 220-802: Installing and Configuring Windows: Online Course (9/28/2016)

CompTIA A+ 220-802: Managing Windows: Online Course (9/30/2016)

CompTIA A+ 220-802: Optimizing Windows: Online course (9/28/2016)

CompTIA A+ 220-802: Security and Data Disposal: Online Course (10/3/2016)

CompTIA A+ 220-802: Mobile Devices: Online Course (10/3/2016)

CompTIA A+ 220-802: System Troubleshooting: Online Course (10/4/2016)

CompTIA A+ 220-802: General Trouble Shooting : Online Course (10/4/2016)

Contact this candidate