Technical Support Specialist
Resume:
Azfarul Haque
Plano, TX. ad3p7r@r.postjobfree.com
Experienced TelecomTechnical Support Specialist with strong interpersonal communication and time management skills that allow for effective customer service management and IT problem-solving. Able to succeed in dynamic environment and skillfully manage multiple tasks while remaining reliable and focused Employment History:
Frontier Communications
01/2016 - 8/2023
Network Support Analyst
● Monitor Frontier network for outages for call deflection.
● Responsible for test and acceptance testing for 24/7 Tier II support for Network Equipment to include both Hardware and Software support
● Special Project: Company wide savings in field tech dispatch reduction.
● Technical support of various stages and high-level escalations
● Various projects on a special projects team.
● Experience with multiple applications on different platforms including PEGA
● Provided technical support to Fiber Data & Optical Network Terminal.
● Team Lead: provided technical assistance to fellow Tier 2 representatives, serving as a liaison between Tier 2 and other Network Departments. AT&T Internet Services and U-verse Operations.
10/1999 - 7/2015
Tier II Technical Support
● Provide technical support assistance to 1000Mbps internet speed customers Data, Voice and Video
● Assisted with manager escalations. Assisted Care agents and Field Technicians via chat with complex issues.
● Escalated to appropriate groups for resolution.
● Team Lead: provided technical assistance to fellow Tier 2 representatives, serving as a liaison between Tier 2 and other network departments.
● Trial Team: testing new products AT&T U-verse release. Education: BS Electronic Engineering Technology, 1993, Florida A&M University, Tallahassee, FL
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