TROY FOSTER

** ***** ******* ******** **,New Brunswick, NJ 08901 929-***-****

OBJECTIVE: To obtain a position that best utilizes my skills and my years of experience.

SKILLS Ability to work independently and as a team member Ability to prioritize and organize effectively Ability to read, write, speak and understand the English language to communicate with employees, customers, suppliers, in person, by phone, and by written communications in a clear, straight-forward, and professional manner. Ability to handle multiple projects and tasks Ability to supervise and motivate others *Salesforce Software, EchoSign IRR system, Microsoft Word (certified), PowerPoint (certified), Microsoft Excel (certified), Internet Research Typing Rumba (Brixton), Knowledge of P.O.E.(Point of Entries), Fiber Bridger’s and Fiber Nodes, Knowledge of D.I.U. System (Dispatch Inquiry Unit), Knowledge of S.D.C. System (Schedule Dispatch Calendar), ACSR Access Knowledge of O.M.S.E. system, Knowledge of C.M.I.T. diagnosis tools system Cognos Report, Crystal Report, Novell, and GroupWise Computer System, Dispatch Support Computer Scope Terminal duties, Knowledge of Certificate of Insurance, Service Titan, Dialpad, HVAC, Plumbing

EMPLOYMENT

4/12/23 - Present

Choice Home

Warranty,

Authorization

Specialist.

Responsibilities:

Speaking to field

technicians to help

diagnose system

failures.

Communicates

warranty contract

verbiage confidently

and accurately to

service providers.

Examines the

warranty contract

and works together

with the service

provider to

determine if a

service request

and/or items being

serviced are

covered by the

warranty contract.

Provides

information to the

customer regarding

a determination of

coverage for an

item failure

Ensures that repair

costs fall within

pricing guidelines.

Communicates

vendor – repair

professional issues

(including pricing,

service, industry

and trade trends,

etc.) to the vendor

relations Team.

Educates service

providers on Choice

Home Warranty

service

expectations.

09/09/22 - 4/1/23

Binsky Home

Service, Customer

and Dispatch

Support Specialist,

Piscataway, New

Jersey.

Assist Customers,

Dispatchers,

Coordinators,

tecnicians, and all

other employees

with system

support,

Service Delivery.

Logistics.

Computing the

3-Day Minimum Call

Board Variances.

Assist in Scheduling

Customers with

both Trouble and

Preventative

Maintenance calls.

Communicate with

Technicians,

Coordinators,

Managers, and

Customer Service

Representatives

with Trouble

shooting.

Knowledge of HVAC

and Plumbing

10/1/17 – 9/18/20 Spectrum Enterprise, New York, NY Commercial Right of Entry Project Specialist II

Negotiate Right of Entry into Commercial / Hospitality / Government buildings for purposes of installation and/or upgrade of cable television facilities with owners, agents, managers, etc. -90% close-out rate. Working knowledge of Spectrum’s Right of Entry (“ROE”) agreement, License agreements, Indemnifications, Certificate of Insurance Review and explain wiring surveys and designs to owners, agents, managers, etc. Work with Commercial developers to ensure Spectrum’s wiring procedures are properly followed. Coordinate building wiring and/or upgrade projects with various contractors. Develop and maintain working relationships with building developers, owners, agents, supers, etc. Maintain monthly productivity schedules and reports. Working knowledge of Spectrum’s riser infrastructure equipment’s, Block Plates, 500 cable lines

Work closely with the Survey & Design team to ensure survey packages are completed in a timely manner Issue design packages to Contractors for the completion of Construction As-built projects in a timely manner. Quality Control all phases of Construction projects 10/1/13 – 10/1/17 Time Warner Cable, New York, NY

Commercial Right of Entry Project Supervisor

Contact new or existing Commercial buildings for the purpose of installing Time Warner Cable services. Negotiate Right of Entry into Commercial / Hospitality / Government buildings for purposes of installation and/or upgrade of cable television facilities with owners, agents, managers, etc. -80% close-out rate. Train incoming Business Development Specialists. Complete, monitor, and review all Business Development Specialist’s attendance and statistical sheets Schedule Departmental Holiday Timesheets Maintain Departmental monthly productivity schedules and reports.

Keep track and maintain departmental order intervals. Review and explain wiring surveys and designs to owners, agents, managers, etc Resolve all Right of Entry (Street-cuts, Power-supply installs, Pathway resolution) issues in order for target buildings to receive TWC services Develop and maintain working relationships with building developers, owners, agents, supers, etc. Working knowledge of Time Warner Cable’s Right of Entry (“ROE”) agreement, License agreements, Indemnifications, Certificate of Insurance Working knowledge of Time Warner Cable’s riser infrastructure equipments, Block Plates, 500 cable lines Work with Commercial developers and foremen to ensure TWC’s wiring procedures are properly followed. 10/1/11 – 10/1/13 Time Warner Cable, New York, NY Commercial Right of Entry Riser Specialist Contact new or existing Commercial buildings for the purpose of installing Time Warner Cable services. Negotiate Right of Entry into Commercial / Hospitality / Government buildings for purposes of installation and/or upgrade of cable television facilities with owners, agents, managers, etc. -90% close-out rate.

Working knowledge of Time Warner Cable’s Right of Entry (“ROE”) agreement, License agreements, Indemnifications, Certificate of Insurance

Review and explain wiring surveys and designs to owners, agents, managers, etc. Working knowledge of Time Warner Cable’s riser infrastructure equipment, Block Plates, 500 cable lines Work with Commercial developers to ensure TWC’s wiring procedures are properly followed. Keep prospective customers apprised of progress of providing cable television service to building. Resolve all Right of Entry (Street-cuts, Power-supply installs, Pathway resolution) work in order for target buildings to receive TWC services

Coordinate building wiring and/or upgrade projects with various contractors. Develop and maintain working relationships with building developers, owners, agents, supers, etc. Maintain monthly productivity schedules and reports.

11/1/07 – 10/1/11 Time Warner Cable, New York, NY

Residential Right of Way Riser Specialist Contact new or existing Residential buildings for the purpose of installing Time Warner Cable services. Negotiate right of entry into apartment buildings for purposes of installation and/or upgrade of cable television facilities with owners, agents, managers, etc. -90% close-out rate. Accompany engineer on field surveys to determine wiring method of apartment buildings. Explain wiring surveys and designs to owners, agents, managers, etc. Working knowledge of Time Warner Cable’s riser infrastructure equipment, Block Plates, 500 cable lines Work with new construction developers to ensure TWC’s prewire procedures are properly followed. Keep prospective customers apprised of progress of providing cable television service to building. Coordinate with Design and Construction departments to maintain construction schedules. Coordinate building wiring and/or upgrade projects with various contractors. Develop and maintain working relationships with building developers, owners, agents, supers, etc. Maintain monthly productivity schedules and reports.

10/1/04 – 11/1/07 Time Warner Cable, Flushing, NY

Dispatch Operations / Q C Specialist

Escalate any necessary service appointments to proper technical departments. Interact w/Service Dispatch/Contract Installers for information (late running scheduled appointments, approval or denial of back request appointments for technicians or foremen, etc.) Assist and Complete w/any and all Contract Digital Phone installation appointments. Assist Contract or Service Dispatchers w/computer system problems. Assist Customer Support/Help Desk Reps w/Technical problems including Digital Phone Services. Create and adjust errors with any Digital Phone orders. Interact w/Customers for approval on any service/installation appointments requested. Interact w/Customers after installation appointment completions to ensure the quality of service provided by the installer. Interact w/Sprint representatives to ensure customers’ phone numbers are properly ‘ported’ to TWC without any complications. 6/1/03 – 10/1/04 Time Warner Cable, Flushing, NY

Dispatch Operations Specialist Locate/Keep track of any service interruptions in all Time Warner Cable franchise areas. Interact w/service foreman, plant maintenance, Head-End department /I.T. department w/any major service interruptions. Suspend or remove any outages/service suspensions from terminal system within all Time Warner Cable System. Interact w/customers to report, update or confirmation of area service interruptions, reporting any of these area interruptions to A.R.U. representatives. Provide customer assurance that affected areas will be repaired and service restored. Contact plant maintenance technicians for outage-repair locations when service dispatch is unavailable via Nextel Communication Services. Keep track /update F.M.S. (Fiber Management System) w/complete knowledge of fiber repairs, upgrades, planned and unplanned outages. Contact customers’ w/any available next day service appointments upon request. P.O.E.’S (Point of Entries), Fiber Bridger’s and Fiber Nodes. Advanced use of D.I.U. System (Dispatch Inquiry Unit) Advanced use of S.D.C. System (Schedule Dispatch Calendar). 4/1/01 – 6/1/03 Time Warner Cable, Flushing, NY Dispatch Operations Assistant Supervisor Total knowledge of technical department skills and information. Assist/monitor all Dispatch Support Representatives on any and all types of call-ins (Escalated/Irate Calls). Train incoming Dispatch Support Representatives. Print/research all attendance and statistical sheets. Research Dispatch Support Representatives errors. Schedule Departmental Holiday Timesheets. Assist all Departmental Supervisors, Managers, Directors, and Vice Presidents w/service problems and appointment requests e-mailing any important information on a need to know basis.

Keep track and maintain a high departmental service level. Keep track of all Pay-Per-View statistics. Create files/folders for future departmental reports. Ability to supervise and motivate others Advanced Knowledge of Rumba Interact and produce innovative suggestions w/all departments within Time Warner Cable. Proof the Technical Support Department through Executive Clerical duties. Technical Support Computer Scope Terminal duties. Advanced use of Cognos Report, Crystal Report, Novell, and GroupWise Computer System. 9/1/00 – 4/1/01 Time Warner Cable, Flushing, NY

Dispatch Operations Automatic Response Unit Representative (A.R.U.) Receive all area outage repairs

(planned/unplanned) and fiber upgrades daily from Service Dispatch for departmental purposes. Report all service interruptions (outages), fiber upgrades, channel problems, signal delay information of areas by way of A.R.U. Messaging service for Dispatch Support/Customer Service Representatives.

Check and Contact Time Warner’s Head-End or Master-Control Department w/any immediate area channel service interruptions. Contact Time Warner’s I.T. Department w/any major signal delays; keeping track of their status Escalate any major service interruptions/signal delays to Supervisors/Managers/Directors/ Vice President by way of electronic mail or “Win Beep” Computer Service Unit. Monitor Service Availability appointments in all local Time Warner franchise areas. Update A.R.U. Message Service w/any major service changes hourly. Script the message board representative with hourly outage reports Print next day service availability report to all Managers, Directors, and Vice Presidents.

5/1/00 – 9/1/00 Time Warner Cable, New York, NY

Dispatch Operations Representative-LEVEL II Assist Customer Service Representatives/Help-Desk Representatives w/service interruptions as well as appointment requests and w/o appointment status regarding installation/service appointments.

Assist Contract Installers w/”ARU”(Automatic Response Unit) Issues that may arise while completing field installations. Assist Contract Installers / Dispatchers w/second verification appointments (not available) also assisting w/field and company closeouts for the day. Clerical duties w/some typing. Advanced use of Voice-Over Phone Service (provisioning and completion of w/o) Knowledge of trouble calls and installation availability scheduling calendar. Knowledge of signal readings and internal/external building wirings (mound homerun, line conduit, instant drop) Advanced use of Brixton Computer System.

1/24/00 – 5/1/00 Time Warner Cable, New York, NY

Customer Operations Specialist-Level III

Assist all incoming calls from customers regarding the processing of service request/back work order Processing, monitoring and updating customer account information. Light clerical duties w/some typing. Independent troubleshooting on all customer service complaints/interruptions. Advanced use of billing, consumer product line and monthly campaigns. Advanced use of “ACSR” (Advanced Customer Service Representative) and advanced knowledge of ”Netscape” computer systems. REFERENCES FURNISHED UPON REQUEST.

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