Supervisor / Management

Qualifications Profile

Results-oriented Supervisor / Lead Service & Field Technician with over 13 years of experience in data & communications field. Able to efficiently troubleshoot and repair complicated service issues. Detailed-oriented and organized with a professional demeanor at all times.

Core Competencies

Electrical Mechanical Troubleshooting & Diagnostics

Equipment Installation Outstanding Customer Service

Cable / High Speed Data / Voice over Internet Protocol / Fiber-Optics

Relevant Experience

Charter Communications LLC., Auburndale, FL

Supervisor – Residential Retention 2020–2021

Effectively supervise a team of residential retention agents.

Manage, train, coach, lead, motivate and monitor agents.

Supervise agents to ensure a high level of customer satisfaction, professionalism, and courtesy during all retention transactions.

Successfully manage difficult customer calls that require issue resolution.

Experience with the reports and reporting system used in the retention department. (Attendance, Productivity, KPI, and Revenue Compliance). I am also trained in CSG, CRM, ICOMS, Aspect, Nice Quality Central, Corportal, Unified Case Management and Kronos in which I use on a daily basis.

Charter Communications LLC., Brooklyn, NY

Supervisor - Field Operations 2017–2020

Effectively supervise a team of residential and commercial technicians.

Manage, train, coach and develop productive technicians.

Work together with the Plant team on various projects and joint calls (CLI, replacing & installing taps, repairing hardline, troubleshooting plant issues).

Work together with the fiber team on the fiber to the home projects.

Work together with the managed Wi-Fi team on the managed Wi-Fi projects.

Shop liaison for VIAVI - Repair, update and configuration of all tech ops meters.

Competent in reading and using the Bentley map system.

Competent in using PathTrak / XpertTrak– Return Path Monitoring (RPM) for monitoring and troubleshooting.

Intelligent Home Certified.

Installation and service/repair of Fiber-optic, HSD, VOIP, Cable systems.

Broadview IT Development Inc., Fresh Meadows, NY

Lead Service Technician 2014–2017

Technical Hardware Specialist & Technical Support Specialist.

Exhibited keen expertise as a lead technician.

Sales and customer service for new and existing clients.

Installation and service/ repair of Fiber-optic, HSD, VOIP, Cable systems.

Installation and service of PBX systems.

Cable Television Installation Systems / Kablelink Communications, Bright House Networks, Tampa, FL

Lead Service Technician - Field Operations 2008–2014

Exhibited keen expertise as a lead service technician.

Installation and service/ repair of Fiber-optic, HSD, VOIP, Cable systems.

Sales and customer service for new and existing clients.

HBW Insurance & Financial Services, Tampa, FL

Vice President 2006–2008

Effectually supervised a staff of 45 licensed agents, in charge of life insurance, securities, and mortgages.

Conducted training and managed agents, as well as daily operations and concerns in the office.

Rendered support to all clients, which included new and old clients follow up.

PRIMERICA FINANCIAL SERVICES, New York City, NY

Vice President 1995–2006

Effectively supervised a staff of 95 licensed agents, in charge of life insurance, securities, and mortgages.

Conducted training and managed agents, as well as daily operations and concerns in the office.

Rendered support to all clients, which included new and old clients follow up.

VASA Properties, LLC, Tampa, FL

Property/Business Owner 2006- 2017

Effectively supervised staff of 5 employees.

Electrical, Mechanical, HVAC, Plumbing, Appliance repair and general repair.

Effectively manage the financial operation of 14 rental units.

Education

Coursework in Criminal Law John Jay College of Criminal Justice, New York, NY

Coursework in Engineering City College of New York, New York, NY

Certifications

Jones/National Centre for Trade Information (NCTI)-VoIP High Speed Data (HSD) Cable Installer

Heating, Ventilation, and Air Conditioning (HVAC)/Environmental Protection Agency (EPA) Universal 608

OSHA 30 Certification / United States Department of Labor

Life and Health Insurance—State of New York, New Jersey, Connecticut, and Florida

Property and Casualty Insurance– State of New York and Florida

Mortgage Broker—State of New York, New Jersey, Connecticut, Florida

NASD/FINRA—State of New York, New Jersey, Connecticut, and Florida

Series 6: Investment Company and Variable Contracts Products Representative Examination

Series 26: Investment Company and Variable Contracts Products Registered Principal

Series 63: Securities License Exam Preparation

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