Customer Care Service
Resume:
Objective
To continue to advance my career of more than 19 years as a highly skilled telecommunications technician in a mid-level position that offers opportunities for further growth in my field.
Experience
Florida Sol (Sub-contractor for Comcast) May 2001 - June 2003
7055 SW 10th St. Miami, Fl 33134/305-***-****
Cable Technician/Installer
Completed new connect, re-connect and change of service installations, upgrades, down-
grades and disconnects.
Installed system traps to prevent theft of service and validate customers received
services ordered at time of install.
Provided customer education on all Comcast issued equipment and services.
Installed Surround Sound Systems, Gaming Systems, and connection of personal
computers and devices utilizing the Internet to connect to Comcast services.
Resolved subscriber service issues from the tap that feeds the subscriber to the television,
customer devices and equipment, HSD Modem, and any Comcast installed devices.
Installed additional RF outlets and repairs and replaced outlets in single family homes,
multiple dwelling units and apartment complexes utilizing standard cable routing techniques such as wall fishes, through wall drilling and installation of conduit.
MasTec Advanced Technologies (Sub-contrator for DirecTV) June 2003 – 2010
800 S. Douglas Rd. Miami, Fl 33134/305-***-****
Technician (2003-2004)
Coordinated daily schedules.
Resolved concerns and answered questions by listening to customer's explanation of
problems; diagnosed, performed troubleshooting and repaired problem.
Upgraded systems to provide more reliable electricity to homes and businesses by
replacing and upgrading components; referring to schematics, manuals and manufacturers' instructions.
Planned installations by evaluating location; locating access; laying-out equipment and
wiring plan.
Delivered quality services to customers and ensured products and services were explained.
Maintained safe work environment by following safe practice.
Lead Technician (2004-2006)
Same as above with the additional responsibilities of assisting other technicians with troubleshooting and installation.
Field Supervisor (2006-2010)
Monitored and managed technician productivity within the assigned market to ensure compliance with MasTec and DirecTV policies and procedures; utilized productivity data to schedule employees, manage resources, and reward/counsel employees for productivity.
Monitored and managed non-responders, repeat services calls, multiple rescheduled appointments and past open work orders.
Communicated daily with the Customer Care Manager to ensure proper management of installation and service call calendars.
Communicated daily with the Warehouse Manager to ensure that proper equipment was available for installation needs. Ensured all employees were equipped with the proper tools, nametags, identification, uniforms, shoes and communication devices.
Managed cost control program pertaining to Operations including monitoring fuel consumption, overtime management, and cell phone usage.
Worked closely with the Fleet Manager to ensure compliance with all MasTec vehicle policies and procedures; inspected vehicles on a regular basis and coordinated arrangements for required maintenance. Provided continuous training for defensive driving and other safety related issues.
Investigated Motor Vehicle Accidents and/or Personal Injuries and file reports with Risk Management within the time frame directed by Service Line Management.
Submitted and resolved all damage claims, to include negotiations with customers, filing reports, submitting check requests, obtaining release forms and submitted payroll deductions for the parties at fault.
Management and control of On-Time Guarantee (OTG), Office of the President (OOP) issues, Average Daily Time to Complete (ADTC) and Average Daily Time to Resolve (ADTR).
Worked closely with Sub-partner principals and supervisors to ensure compliance with all MasTec and DirecTV policies and procedures.
Assisted with coordination of corrective actions.
Coordinated with Operations staff, as needed, during building and weather-related emergencies.
Incorporated principles of teamwork with all organizational levels in the resolution, completion and follow-up of various responsibilities; coached and mentored team members of varying levels of experience
Ensured that employees received the appropriate training required to be successful in their roles.
Performed Quality Inspections on a consistent basis and within the guidelines as directed by Service Line Management. Trained, and/or up trained employees on the standards of installation and service. Made sure jobs were up to specifications, if needed.
Participated in operational meetings in order to promote communication and morale.
Responsible for ensuring compliance with all Sarbanes-Oxley policies and procedures as they relate to the daily operation of the business.
Responsible for ensuring compliance with all local, state, federal and Company payroll policies and procedures. Responsibilities included ensuring the timely submission of accurate and complete time records including all appropriate signatures and certifications.
Gal Telecom (DirecTV Retailer) 2010 - 2011
Miami, Fl
Co-founder/Owner
Residential/Commercial satellite TV installations
Wise Connect Network Services, Inc. (Sub-contractor for Century Link) 2011-2012
5522 Hanley Rd., Suite 113 Tampa, Fl 33634/813-***-****
Field Technician/Telephone, Internet, and Cable TV installer
Installed, maintained/repaired and tested residential/small business broadband products such as: High Speed Internet (HSI), Networking, VDSL, Fiber to Prem., IPTV, and High Definition TV.
Worked with computer operating systems to install and/or repair home and/or small business standard HSI or networking products.
Analyzed and performed troubleshooting of technical problems or issues.
Reviewed and discussed service order requirements and equipment requests with customers.
Determined total line quality to customer’s facilities.
Evaluating customers’ broadband needs and suggested additional/alternative service as appropriate.
Connected wires and cables to terminals, and attached/detached various kinds of hardware to wires, cables, buildings, and poles.
Used hand tools, power tools (air and electric), and specialty tools, including electric and electronic measuring devices (e.g. multi-meters, HST11) and a laptop.
Read and interpreted customer service orders, repair tickets, technical (i.e., mechanical, electrical, digital) drawings, maps blueprints, diagrams, etc. and performed specified work. Including POTS, HSI, jack work, inside wiring, etc.
Worked with telecom color-coded wires and cables.
Interfaced with customer throughout premise visit.
Kablelink Communications (Bright House Sub-contractor) 2012 – June 2013
5510 N. Hersperides Tampa, Fl 33614/813-***-****
Residential Installer
Complete New Connect, Re-Connect and Change of Service Installations, Upgrades, Down
Grades and disconnects.
Install system traps to prevent theft of service and validate customers are only receiving
Services ordered at time of install.
Install and provide customer education on all Bright House Network issued equipment and services, HDTV configuration, Surround Sound Systems, Gaming Systems, Wireless Networks and connection of personal computers and devices utilizing the internet to connect to BHN services.
Resolve subscriber service issues from the tap that feeds the subscriber to the television, customer devices and equipment, HSD Modem, any BHN installed device or customer phone.
Install additional RF outlets and repairs or replaces outlets in Single Family homes, Multiple Dwelling Units and apartment complexes utilizing standard cable routing techniques such as wall fishes, through wall drilling and installation of conduit.
Mission Critical Solutions June 2013 – Currently
8510 Sunstate St.
Tampa, Fl 33634
Installer
Assist Installers and Technicians in the physical installation of structured cabling systems including but not limited to UTP, ScTP, optical fiber cabling, CCTV, CATV, security system wiring and all associated support structures. The work will be performed in new construction, renovation; in inside and outside environments. Participate in the installation of high-voltage electrical systems and associated support systems.
Report to the assigned jobsite with all required tooling.
Assist Installers and Technicians in the installation, termination and testing of voice /data cabling, CATV cabling, CCTV cabling, optical fiber cabling under the supervision of a Site Superintendent.
Trenching, Installing, Pulling, Terminating, Testing and Punching Cables.
Operate basic and advanced power tools and powder-actuated tools as required by the requirements of the project site under the supervision of a Site Superintendent.
Projects
Education
Attended high school in Havana, Cuba at the Camilo Cinfuegos School, in the suburb of Vedado, where I underwent vocational training as an automotive engineer. I finished my last year of high school in the United States at Coral Gables High School in Miami, Fl where I received my diploma in 1995.
Skills
Self-motivated, reliable, and ability to work well in a team setting
Strong communication, customer service, and organizational skills
Bi-lingual
Utilize instruments such as Cable Locators / Leakage Detector, Volt Ohm Meter’s, Signal Level Meters, Modem Analyzers and other system specific tools.
Calculate RF losses using available data as it pertains to CATV, HSD and Phone
Detect, repair and record signal leakage when located
Utilize online diagnostic tools and perform whole house certification checks
Operate power tools
Proficient in Word, Excel and Powerpoint
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