Engineer Service

Robert Nazaro

516-***-**** • *********@*****.***

https://www.linkedin.com/in/bob-nazaro-4778ba25/

Senior Technical Support Engineer

I diagnose and troubleshoot hardware and software problems and specialized applications for both Business and Residential customers. I also resolve network issues, configuring operating systems and using remote desktop connections such as Citrix as well as working with third party vendors to provide immediate support.

My ability to connect with team members at any level is well recognized by leaders, through their request for side-by-side training of new recruits and invitation to strategic focus groups. I’m best known for my ability to achieve quick problem diagnosis and resolution as well as rapidly turning irate customers into satisfied customers.

Development of my potential and new technical skills to keep abreast of the latest tools and techniques is an important facet that drives my results. I thrive in an innovative and co-creative problem-solving environment to deliver an exceptional end-to-end experience for the customer.

We have recently relocated to San Clemente Ca. I am seeking a challenging opportunity that will allow me to be part of a progressive company that encourages active participation. As you will see, my credentials include progressive responsibility with documented success at various organizational levels. I spend the majority of my spare time playing music. I play guitar and occasionally tech beginner to Intermediate players. Teaching music is my true passion.

Areas of Expertise

• Root Cause Analysis • Strategic Thinking • Technical Troubleshooting • Conflict Resolution Communicate with Impact

• Account Management • Deliver Exceptional Customer Experience • Training & Development • Leading Teams

TECHNICAL SKILLS /CREDENTIALS

Operating systems • Cisco CCNA Certified – 2004 • iOS • Microsoft Windows

Web Services • Microsoft Explorer • Apple/Safari • Firefox • Google Chrome

Tools/Techniques • TCP/IP • RTTS (remedy ticket software) DART (Desktop Access Resolution Tool) • CITRIX • VoIP(voice over IP) • VPN DHCP (Virtual private network- Dynamic Host configuration protocol) • Static IP • Modem Intelligent Troubleshooting Software • STAT (Secure Transaction Authentication Tool) • ITT (Intelligent Troubleshooter) for Video/TV Issues • IDA (Intelligent Database Access Tool) • CIM (Customer Interaction Manager) • Root Cause Analysis • IBA (Intelligent Billing Assistant) • Networking Data Center.

Cisco CCNA (expired)

PROFESSIONAL EXPERIENCE

ALTICE USA – Jericho, NY (formerly Cablevision) 2008 – 12/13/2019

Senior Technical Support Representative

Conduct remote diagnostics for Businesses and residential customers related to Internet connectivity, VoIP(voice over IP) email, VPN(virtual private network) and video solutions. Expedite resolution for service-related issues. Conduct remote upgrades and downgrades. Work with Third Party vendors, Maintain customer call history logs for each account. Manage account moves, changes and upgrades/downgrades with minimal interruption of service.

Consistently ranked within the top 2% - 5% of 3,500+ peers, based on key point indicators such as Handle time, repair time, wrap and hold times, which are consistently above the required Call Center required performance metrics.

Maintained an NPS survey rating by customers at 80% or higher for providing exceptional level of service.

Strategically analyzed and determined the root cause of networking issues that involved the loss of a group of specific users.

Identifying and escalating systemic performance issues.

ABUNDANCE VENDING, INC., West Babylon, NY 2006 – 2008

Director:

Led all operations of 20+ business locations throughout multiple counties.

Responsible for business relationships and negotiations. Oversaw marketing, ROI (return on investment), inventory, and sales.

Continually increased profits and lowered overhead through the analysis of business trends.

Provided customers with a high level of service, leading to repeat business and referrals.

NETWORK EQUIPMENT TECHNOLOGIES (N.E.T.), New York City, NY 1989 – 2004

Senior Field Service Engineer

Project managed onsite and remote coordination and installation of IDNX (Integrated Design Network Exchanges) networks and peripheral equipment. Oversaw voice, data, and video connections. Troubleshot, LAN and WAN networks. Installed, deployed, and documented the wide area network for fortune 500 companies including JP Morgan, Chase Manhattan Bank and Keyspan. Lead team Installation and expansion projects, including coordination of manpower, equipment, and outside resources until project completion.

Led the global coordination of 59+ locations worldwide, serving as a top performer, earning multiple high achievement awards for excellence in customer relations.

Executed onsite professional services for Morgan Stanley for five years, as well as with other significant accounts including Keyspan.

Innovative team member involved with identifying and saving $20M+ in unnecessary connectivity costs for Morgan Stanley.

Selected as one of a few engineers to utilize a specialized application that allowed simulated network failures to determine how it impacted users Globally.

~ Additional experience as Network Technician for Comdesign Systems in Great Neck, NY ~

Contact this candidate