Customer Support Cable Technician

Rashard K. Norwood

410-***-**** ● Baltimore, MD ● ************@*****.***

EXPERIENCE

CommTech 3 Technician 2016 - 2022

Comcast Xfinity Baltimore, MD

●Perform installations and changes of service

●Troubleshoot customer inquiries

●Serviced and fixed all types of Comcast equipment

●Other duties and responsibilities as assigned

●Install cable, internet, and phone services in residential homes

Cable Technician 2014 - 2016

AT&T Baltimore, MD

●Install and perform troubleshooting of fiber-based cable and phone services

●Establish a positive rapport with customers to maintain a 100% satisfaction rating

●Create efficient daily schedules to fulfill over 10 appointments in a timely manner

Cable Technician Apprentice 2013 - 2014

AT&T Baltimore, MD

●Assisted with the inspection, installation, and repairs of cable, internet, and phone services via wireless, coaxial, and DSL services

●Provide customers with a comprehensive breakdown of six different service packages

●Demonstrated effective use of cable cutters, hydraulic knockout punches, drill motors, voltage, and circuit testers

Student IT Analyst 2012 - 2013

Coppin State University Baltimore, MD

●Facilitated day-to-day help desk operations including ticket prioritization, tracking, and timely resolution, as well as technical support to 300+ staff, 200+ faculty, and 5,000+ students for Coppin State University

●Enter and update data via a specialized school software program

●Provide customer support in person, via phone and helpdesk

EDUCATION

Coppin State University Bachelor of Science in Computer Science Expected Dec. 2018

●GPA: 3.1/4.0

●Volunteer, Humane Society, Volunteer, Baltimore VA Medical Center, Mister Junior, Coppin State University

SKILLS

WAN, LAN, VPN, TCP/IP, DNS, VLANs OS X Device Configuration iOS Android Junos OS Troubleshooting Networking

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