Robert L. Harrison III
Technical Support Analyst
Diligent, adaptable professional with extensive FiOS and broadband experience within deadline driven and customer oriented organizations. Analytical professional skilled in successfully navigating Windows and Mac-based operating systems, diagnostics, computer networking, and network security products. Effective communicator continually focused on building customer relationships with additional experience in project development and execution, fiscal management, and conflict resolution.
Areas of Expertise
Electronic Diagnostic Testing
Multi-Tasking & Organization
Written & Verbal Communication
Training & Leadership
Master of Arts in Management Webster University, St. Louis, MO, In Progress GPA: 3.9
Bachelor of Business Administration in Finance, Economics Minor Wichita State University, Wichita, KS GPA: 3.2
PROFESSIONAL & SOCIAL
United States Air Force Veteran, International Brotherhood of Electrical Works, Local 824, Alpha Kappa Psi Business Fraternity
VERIZON TELECOM/FRONTIER, Tampa, FL, February 2008 – February 2019
Classified issues into categories including user, voice, data, video network, and outside plant categories to ensure efficient resolution. Supplied activation support, composed reports on issues, isolated and resolved problems, and implemented service order corrections. Maintained consistent communications with customers related to order status and problem resolution.
Analyzed the FiOS network and troubleshoot as needed for an assigned network development special project lasting 6 months.
Trained and supervised new customer service agents and vendors to efficiently and properly troubleshoot FiOS network and other technical issues for customers.
Resolved or correctly directed non-FiOS related technical issues reducing amount of company dispatches and expended resources.
Additional experience in banking.
ADDITIONAL ACTIVITIES & LEADERSHIP
Participated in industry-specific Political Action Committees for 2 years in Washington, D.C.
Facilitated numerous legal compliance training presentations in addition to collaborating on the implementation of a company-wide diversity program for 1K+ employees.