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Customer Service Technician, Telecommunications

Knoxville, Tennessee, United States
January 25, 2017

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Gregory L. Whitehead

**** ******** **** ****

Knoxville, TN. 37934



Customer Service Forklift Operations Job Scheduling Safety Compliance Training Specialist Regulatory Compliance HAZWOPER Certification Heavy Machinery Certification International Mine Action Standards Environmental Law Welding, Burning, Hot Work Confined Space CPR

Service professional capable of performing all aspects of customer contract to achieve a world class level of performance by applying the concepts of teamwork, change management, continuous improvement and data based measurements to gauge customer satisfaction. Results oriented technician with track record of driving organization to peak service performance, cost conscious team leader adept at initiating change, streamlining operations, strengthening competitive advantage and resourceful strategist with strong negotiation skills who successfully spearheads critical corporate/site initiatives. Level 1 Technician certified at detecting, identifying, removing and destroying unexploded weapons.

Professional Experience

Independent Contractor – North Georgia

• Set up and repair cable and other communications lines that provide telecommunications customers with services, such as Internet and television. Test cables and network devices to ensure unimpeded connectivity. Work with a variety of materials, including fiber-optic cables, which may require splicing and other skilled work. Work in residential settings, offices, or with outdoor communications equipment. Timely installation of power supplies to meet and exceed contract timelines.

Wide Open West – Knoxville, TN.

Network Technician/BBNT – March 2014 – August 2016

• Performs or coordinates on-going and preventive maintenance, repair and installation of secondary hub sites 24 x 7 and monitors equipment performance to ensure proper functionality. Ensures effective operation and proper maintenance of all hub-related and peripheral equipment including but not limited to generators, air conditioners, receivers, modulators, processors, optical transmitters, optical receivers, digital receivers, digital transmitters, encoding equipment, controllers, ad insertion, wiring, combining networks, fiber management, digital transport, EAS equipment, set-top controllers, character generators and all related PEG insertion/transmission equipment. Maintains the integrity and security of hub facilities. Coordinates and directs trouble-shooting activities with field personnel as necessary to provide expedient restoration of services and excellent customer service. Assists with the set-up and activation of the optical path for all new /rebuilt/upgrade plant. Directs the activities of outside contractors related to hub facilities. Implements and coordinates relocation of hubs as required. Directs, tracks and coordinates testing and inspecting of equipment for operational performance. Implements preventive maintenance procedures, activities and tracking.

Realty Executives – Knoxville, TN.

Buyers Agent Assistant

May 2013 – March 2014

• Keep lead agent informed on all client communications and developments (copied on all emails and update notes in CRM)

• Assist the lead agent by showing homes to buyer clients

• Assist the lead agent by identifying homes that meet the criteria as specified by the lead agent after the lead agent has completed a needs analysis

• Driving buyer clients to homes

• Working with buyer clients to refine their needs and wants based on seeing homes

• Finding homes that meet buyer clients’ criteria

Comcast Cable Communications – Knoxville, TN.

Installer Service Technician Maintenance Technician Fiber Splicer Relief Headend Technician –

August 1996 – April 2013

• Install all corporate cable services to customer satisfaction including upgrades. Responsible for resolution of customer issues from service pole to the back of television including customer education of services. Manage all outside plant from customer residence to main hub site including repairing outages and main line issues resulting from damaged cable to repairing and replacing amplifiers and repairing, installing and splicing fiber optics. Manage all aspects of cable customer contract, self-motivation, working with team members and individually to meet customer needs. Responsible for maintaining MRO items necessary to complete job requirement, general maintenance of company vehicle, knowledge and compliance of DOT Safety Regulations including driver hours of service and vehicle condition report. Manage the job on a daily basis to complete requested work orders in a timely and efficient manner. Train rank-and-file workers to maintain and improve their job skills and prepare for jobs requiring greater skill. Willing to work stand-by and all shifts to minimize impact on customer base.

• Recipient of safety awards annually for completing job requirements without accident or injury.

• Knowledge and compliance of OSHA Regulations


• Farragut High School, Knoxville, TN. – 1996

• UXO Training, University of Tennessee, Knoxville, TN. – 2013

Level 1 Technician qualified to handle and dispose of unexploded weapons as well as other related tasks such as hazardous waste cleanup, disposal of dangerous materials across the globe, prepared to clear domestic military bases and test sites, as well as battle-torn regions worldwide. August 2013

Volunteer Support

• Karns Little League Baseball – 2012, 2013

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