Technical Support Manager
Resume:
Jonathan Smith
**** ******** ** *** *, Columbus, Ohio 43220
************@*****.***
PROFESSIONAL EXPERIENCE
Time Warner Cable/Charter Communications, Columbus, Ohio
Tier 3 Technical Support Representative
July 2016 – Present
Provide residential customers with high level technical support for data, voice, and video services in a manner that is consistent with Time Warner Cable policies, procedures, quality standards, customer needs and applicable local, state, and federal policies.
Proactively utilize all diagnostic and monitoring tools available to ensure uninterrupted service for all of our customers.
Communicate pertinent information with Division Technical Operations Center (TOC).
Work with TOC to determine if the problem may be area wide as opposed to individual.
Time Warner Cable/Charter Communications, Columbus, Ohio
Field Service Technician 2
September 2015 – June 2016
Installs and provides customer education on all Charter Spectrum issued equipment and services, HDTV configuration, Surround Sound Systems, Gaming Systems, Wireless Networks and connection of personal computers and devices utilizing the internet to connect to Charter Spectrum services.
Install additional RF outlets and repair or replace outlets in Single Family homes, Multiple Dwelling Units and apartment complexes utilizing standard cable routing techniques such as wall fishes, through wall drilling and installation of conduit.
Resolve subscriber service issues from the tap that feeds the subscriber to the television, customer devices and equipment, HSD Modem, any Charter Spectrum installed device or customer phone..
Utilize instruments such as Cable Locators / Leakage Detector, Volt Ohm Meter’s, Signal Level Meters & Modem Analyzers and other system specific tools, online diagnostic tools and perform whole house certification checks.
Complete all assigned paperwork in a professional and accurate manner to avoid loss of equipment, ensure proper billing and properly close out all work utilizing the correct completion or resolution codes.
United States Marine Corps, Jacksonville, North Carolina
Maintenance Manager
October 2014 – October 2015
Assessed current maintenance program and reconstructed more efficient procedures and quarterly accountability inspections to ensure 100% effectiveness and serviceability of special tools and equipment.
Maintained a 98% asset readiness by identifying defects and proper preventative maintenance and swift corrective action within the maintenance cycle.
Conducted wall to wall inventory and rolling back over $50 thousand worth of unnecessary repair parts and equipment, in preparation of an 8 month overseas operation.
Ensure sufficient maintenance resources and safety equipment are available, maintaining a safe and efficient work environment.
United States Marine Corps, Jacksonville, North Carolina
Maintenance Supervisor
March 2014 – October 2014
Supervised entire maintenance cycle of 65 motor vehicle assets, maintaining a 95% readiness through attention to detail and never ending training and mentorship of a team of 25 drivers and mechanics.
Maintained accountability of over $7 million worth of equipment.
Ensured detailed inspections were performed on all equipment entering and exiting the maintenance facility and that all preventative and corrective maintenance checks and services were completed on time.
Conducted weekly reconciliation meetings with maintenance management and supply management offices to ensure timely and accurate procurement of repair parts and equipment.
United States Marine Corps, Jacksonville, North Carolina
Company Training Manager
April 2013 – March 2014
Supervised the completion of annual training requirements, screened personnel for professional development courses, and ensured periods of instruction were coordinated and executed for a company of 140 personnel.
Implemented the utilization of updated training information management system, reducing time spent tracking training statistics and creating reports for the company.
Conducted over 330 hours of instruction on marksmanship principles for 15 different rifle and pistol range details, enabling personnel within the company to maintain annual firearm qualifications.
Identified points of inefficiency in management of a facility capable of housing over 200 personnel developing a system that allowed for better organization and management of room assignments. Allowing senior leadership to maintain a virtual picture of where each occupant resided.
United States Marine Corps, Oceanside, California
Quality Assurance Manager
November 2011 – March 2013
Managed the Southwest Region Intermediate Maintenance consisting of over 40 separate maintenance departments, each maintaining between 10 and 200 Motor Vehicle Assets.
Conducted and supervised the modification verification, induction inspection, and closeout assurance inspection of over 300 motor transport assets.
Coordinated directly with subordinate maintenance departments supervising the issue of over $50 million in assets, and ensuring the induction of 32 motor vehicle assets for manufacturer upgrades.
EDUCATION
American Public University System, Charles Town, West Virginia 25414
Completed 45 credit hours towards a Bachelor’s Degree in Intelligence Studies.
United States Marine Corps, Jacksonville, North Carolina 28542
Completed 80 equivalent semester hours towards an Bachelor’s Degree in Applied Science.
ADDITIONAL TRAINING CERTIFICATIONS
Basic Leadership Course
Advanced Leadership and Management Course
Senior Level Leadership and Management Course
Advanced Technical Automotive Maintenance
Sexual Assault Reporting and Prevention
Equal Opportunity Training
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