Customer Support Electrical Power

AMENA BACKOULAS-TELLO

***** ******* ****** *** *** C, Clarksburg, MD 20871 · 443-***-****

***********@*****.***

Resourceful electrician with an extensive record of support in technical systems and services, installation, troubleshooting, repair and configuration of software and hardware, workstations, and interfaces. Skilled in electronic design, engineering and customer support.

SKILLS

Technical Troubleshooting

Low and high Voltage

Hardware configurations

AC/DC Electronics

Electronic Circuit Design

Preventive Maintenance

Customer Management

Conflict Management and Resolution

User Training/Support

Software Installations

Electrical Systems

EXPERIENCE

NOVEMBER 2018 – PRESENT

STATE ELECTRICIAN, NEW Castle, DElaware

Responsible for base electrical infrastructure, operation and maintenance

Install, maintains, and repairs energized/de-energized electrical distribution systems and components.

Install, maintain, and repair interior/exterior, overhead, underground electrical power distribution systems and components such as capacitor banks, vacuum and air break switches, breakers, transformers, fuses lighting fixtures, receptacles and motors

Solve maintenance problems by studying layout drawings, wiring and schematic diagrams, analyzing construction and operating characteristics.

Use a variety of tools and test equipment including wire cutters and strippers, drills, soldering irons, ohmmeters, graphic recorders, ammeters, voltmeters, whetstone bridges, rheostats, phase rotation indicators, meggers, industrial analyzers, field test units, frequency meters and various other electrical and measuring devices.

Diagnose malfunctions, and recommend repair procedures necessary to correct defective equipment Able to effectively develop rapport through warm and friendly engagement

Develop and establish maintenance and operating procedures to ensure maximum work efficiency

DECEMBER 2015 – PRESENT

DELAWARE AIR NATIONAL GUARD, New Castle

Electrical systems

OCTOBER 2015 – NOVEMBER 2021

LEAD REPAIR SPECIALIST III, Comcast/xfinity

Floor Support:

Effectively managed department escalations calls/TTS tickets

Responsible for regional escalations through Ownit Chat

Led team huddles to improve team performance in the following key areas by 10%:

- Compliance, First Call Resolution (FCR) and Average Handle Time (AHT)

Peer-Assisted Learning (PAL) mentor

Spearheaded the PAL program

Worked with new hire to successfully link classroom skills to field application

Was a role model for customer interactions

Acted as a practitioner and educator

Was a learning resource to new hires

Consistently demonstrated ability to meet higher performance expectations in these key areas: Net Promoter Score (NPS); Compliance, First Call Resolution (FCR), Average Handled Time (AHT)

Effectively Diagnosed PC hardware, software, operating system and cable modem, gateway and cabling issues.

Demonstrated knowledge of TCP/IP, LAN/WAN, cable modem, routers and gateway to successfully evaluate and resolve escalations in a timely manner and followed-up with customer to ensure resolution.

SEPTEMBER 2014 – OCTOBER 2015

SERVICE REPAIR SPECIALIST II, comcast/xfinity

Provided solutions for complex issues regarding billing, internet, cable, collections, service, sales, installation and repair issues. Makes effort to retain customers and discourage disconnection.

Performed advanced-level network diagnostics to identify and resolve network configuration issues from the modem to the Internet backbone (e.g. misallocated IP, duplicate IP, router configuration, etc.).

SEPTEMBER 2013 – SEPTEMBER 2014

CAE PLATINUM, Comcast

APRIL 2011 – SEPTEMBER 2013

CAE PLATINUM, Comcast

EDUCATION

PRESENT

COMPUTER NETWORKING AND CYBERSECURITY, University of Maryland University college

JUNE 2010

ELECTRONICS AND COMMUNICATION ENIGINEERING (BACHELOR), ITT-Tech Institute

JUNE 2006

COMPUTER AND ELECTRONICS ENGINEERING (ASSOCIATE), ITT-Tech Institute

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