Customer Support

JAMES COBB

*****.****@*****.*** Avondale Estates, GA

https://www.linkedin.com/in/jamesmfcobb/ 404-***-****

TECHNICAL SUPPORT REPRESENTATIVE

Dynamic, hands-on IT professional with demonstrated expertise in solving complex issues and keeping systems online. Strong ability in building and establishing effective relationships with colleagues, senior leadership, and key external stakeholders. CompTIA A+ certified. Adept building trust with internal and external stakeholders by delivering data-driven solutions designed to meet key requirements. Core competencies include:

Troubleshooting Technical Support Call Centers Testing Software Installation Account Management Wireless Networking Data Analysis & Reporting Customer Service Operating Systems Technical Writing Customer Retention

EXPERIENCE

VONAGE, Atlanta, GA September 2015 – Present

Technical Support Representative

Provided tier-two and -three support for business clients of the world’s largest VOIP company.

Handled technical calls in a fast-paced inbound call center, averaging a 17-minute handle time.

Assisted customers in resolving connectivity and networking issues.

Configured enterprise-level routers (Cisco, SonicWALL, Fortinet, etc.) and phones using remote-access software during setup of Vonage-approved equipment.

Tracked trouble tickets with Salesforce and Remedy.

Trained new employees with a team.

Utilized Jira to communicate and collaborate with different teams to solve customer issues.

COMCAST, Alpharetta/Lithonia, GA April 2007 – July 2014

CAE – High Speed Internet Tier II Support

Provided tier-one and -two support to the customer base of the largest US cable internet provider.

Performed in a fast-paced inbound call center averaging over 10 service/support calls per hour for 90% of the day.

Resolved high-volume account billing inquiries, facilitated transitional sales, set up service, and supported high-speed internet.

Provided customer assistance in resolving connectivity and networking issues.

Provisioned modems and wireless routers to customer accounts tagged DOCSIS 2.0 or higher.

Configured routers and set up Comcast-approved wireless-router-equipment static-IP assignments.

Trained new employees within the team.

Tracked trouble tickets with TTS/Remedy.

EDUCATION / CERTIFICATION

PSYCHOLOGY COURSEWORK

Georgia Institute of Technology, Atlanta, GA

CompTIA A+, CompTIA

TECHNICAL PROFICIENCIES AND EXPERTISE

Internet Protocol (IP) MS Office Suite Routers Computer Hardware Cisco IOS

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