Customer Support Experience

Joshua, TX ***** 214-***-**** ***********@*****.***

.

KELTON JACKSON

PROFESSIONAL SUMMARY

Driven Technical Operation Supervisor with a proven track record at Charter Spectrum, adept in troubleshooting and customer support. Excelled in enhancing customer experience and team leadership, managing a team of 13 technicians with a focus on safety and compliance. Skilled in telecommunications and problem-solving, consistently ensuring quality service delivery and operational excellence.

SKILLS

Troubleshooting issues

Safety policies

Customer Support

Safety practices

Management lead team of 13 technician

Problem solving

OSHA

Listener

Time management

Telecommunications

Compliance Management

Service Delivery

Reliability

WORK HISTORY

TECHNICAL OPERATION SUPERVISOR 10/2006 to 09/2024

Charter Spectrum, Arlington, Texas

Actively and consistently support all efforts to simplify and enhance the customer experience.

Ensure responsiveness and first-time resolution to installation and trouble call work orders while adhering to company quality and safety standards.

Ensures quality control checks are completed satisfactorily; resolve escalated customer problems as necessary.

Provides quality assurance support and direction to field staff regarding new or existing technologies.

Performs field safety observations and quality control checks in accordance with company TQA requirements.

Responsible for Team of 13 technicians

Resolves and proactively prevents customer escalations

Establishes positive employee relations through effective individual and team communication and provide ongoing support

Regularly observes and mentors employees in regard to safety, quality, productivity and well-being

Coordinate and reinforce employee training to ensure Technical Quality Assurance (TQA) standards are met.

Performs practical field evaluations to verify technical competencies and safe practices; provides necessary feedback

Ensures staff has and maintains necessary company-issued tools and equipment

Facilitates cross-functional communications and cooperation with internal departments and service partners

Instills knowledge of all company products and services

Maintains records and documents in accordance with company policies and procedures

Adheres to industry specific local, state, and federal regulations, as applicable

Knows, understands and follows company policy

Performs other duties as requested by manager

FIBER TO PREMISE TECHICIAN 01/2005 to 10/2006

Verion Technology, Plano, TX

Maintained a safe work environment by strictly adhering to established safety protocols and guidelines.

Trained new technicians on standard operating procedures, ensuring consistency across the team.

Performed troubleshooting and diagnosis on malfunctioning equipment.

Completed complex repairs quickly by leveraging strong diagnostic skills and attention to detail.

Inspecting, testing, and repairing equipment used in telecommunications networks

Installing new fiber optic networks and repairing existing ones as needed

Installing and maintaining equipment used in telecommunications networks such as routers, switches, and repeaters

Organizing maintenance schedules

Replacing old fiber optics cables

MAINTENANCE TECHNICIAN 06/2000 to 02/2006

Time Warner Cable, Dallas, TX

Operated varied hand and power tools to complete repairs.

Used problem-solving skills to alleviate issues efficiently with minimal supervision.

Troubleshot equipment breakdowns and performed preventive maintenance.

Followed work orders and specifications for machine and equipment replacement, repair, or maintenance.

Repair and Replace equipment both aerial and underground

Work with 119 volts as well as 90 volts AC.

SERVICE TECHNICIAN 03/1990 to 02/2000

Time Warner, Dallas, Texas

Explained diagnostic findings to customers and outlined repair or service options.

Installed new equipment and explained operation and routine maintenance protocols to customers.

Inspected equipment to diagnose operational issues.

Adhered to safety protocols and policies to reduce workplace hazards.

Worked well with customers to fully understand that issues to find a quick resolve.

Coached and trained new hires.

EDUCATION

National Cable Technical Insitute, Denver, CO

No Degree, Management, 03/2019

Honoree of Management

National Cable Technical Institute, Denver, CO

No Degree, Telecommuncation, 06/2015

Relevant Coursework:

Certificate In Fiber Optics and networking

National Cable Technical Institute, Denver, CO

No Degree, Maintenance Technician, 03/1994

Relevant Coursework:

Certificate for Maintenance Technician

National Cable Technical Institute, Denver, CO

No Degree, Telecommuncation Service Technician, 10/1992

Relevant Coursework

Certificated Service Technician

H. Grady Spruce, Dallas, TX

High School Diploma, 09/1987

Honoree of Telecommunications

AFFILIATIONS

SCTE

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