Technical Support Agent
Resume:
John Evans
***** *. *********** ***, *** 264, Oklahoma City, OK 73116
******.*****@*****.***
Experience
Dobson NOC Technician / Support Agent
Dobson Fiber, Oklahoma City, OK: September 2022 - Current
●Took inbound communications from Carriers, businesses and residential customers to provide assistance with resolving fiber-based connectivity issues.
●Assisted with doing pre-install provisioning work, suspending and restoring customer from service based on account status, and processing final disconnection requests.
●Provided as-needed Oncall support 24/7, identifying alarms and assigning assets as needed in order to resolve issues.
●Assisted with complete restructure of processes concerning carrier maintenance notifications
CB Advanced Technical Support Representative / Carrier Support
Cox Communications, Oklahoma City, OK: Mar 2019 - Jun 2022
●Took inbound calls from Cox Business fiber customers and other carriers to provide assistance with resolving fiber-based connectivity issues, including data connectivity, throughput issues, circuit errors and initial test and turn up procedures; supported proprietary phone system from end to end, including routers, switches, handsets, vlan tagging and system configuration/troubleshooting.
●Continued to troubleshoot expanded products such as Webhosting, Hospitality Wifi, Small Medium Business Managed Wifi, and advanced CB Internet Gateway features.
●Assisted with creation of new process and procedures when new products and services were introduced into our scope of support.
●Worked with Network Operations Center in order to streamline and expedite customer and carrier issues in a timely manner.
CB Technical Support Rep I / Product Launch Team Specialist
Cox Communications, Oklahoma City, OK: Feb, 2017 - Mar, 2019
●Took inbound calls from Cox Business customers to provide accurate and courteous Tier I troubleshooting of core services, including data connections such as HFC modems and Metro-E, telephony products including Voice Manager and IPC, video services, and email; create tickets to secondary support teams for customers when needed; explain outages to customers; provide customer guidance for self-serve tools such as the MyAccount portal and the email administration portal.
●Troubleshoot expanded Cox Business products in the role of Product Launch Specialist, including Webhosting, CB Online Backup, CB Security Suite (McAfee), CB Internet Gateway (CBIG), and Hospitality Wifi,
●Assist with the continued maintenance and updates of the Product Launch Team OneNote when new troubleshooting methods are discovered and when new products are developed and released to customers.
Office Assistant
H and H Ornamental Iron, Oklahoma City, OK: Nov, 2016 – Feb, 2017
●Distributed employee mail and inter-office notices.
●Managed inventory and organization of all office supplies.
●Ordered and distributed office supplies while adhering to a strict budget.
●Scheduled appointments for estimates.
Skills
Customer Service
Process Documentation
Peer Training Assistance
Software Troubleshooting
Hardware Troubleshooting
Teamwork
Active Listening
Organization
Customer De-escalation
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