Robert L. Harrison III

Tampa, Florida ***** 813-***-**** addgew@r.postjobfree.com LinkedIn Profile

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

FiOS/Broadband Technology

Network Diagnostics

Troubleshooting

Customer Service

Project Management

Multi-Tasking & Organization

Written & Verbal Communication

Training & Leadership

EDUCATION

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

EXPERIENCE HIGHLIGHTS

VERIZON TELECOM/FRONTIER, Tampa, FL, February 2008 – February 2019

Technical Support

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.

Key Accomplishments:

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.