Network Engineer Customer Service

Bradley Matteson

Network Engineer Profile

********@*****.*** • 989-***-****

https://www.linkedin.com/in/brad-matteson-a696608a/• Conway, SC 29526

Tech-savvy and detail-oriented Network Engineer with a proven track record in diagnosing and resolving issues across network layers 1 to 3. Experienced in designing, developing, and implementing complex technical solutions, leveraging cutting-edge technologies to optimize processes and drive project success. Skilled in cross-functional collaboration and leading high- performing teams for professional development

Technical Proficiencies

Terminal Tools: Putty, CRT, RSA

Operating Systems: Ciena 39xx switches, Cisco ASR/NCS routers, Juniper ACX/EX/MX switches and routers, Nokia routers Amdocs Expertise: Proficient in utilizing Amdocs for provisioning networking equipment and services. Career Experience

CABLE ONE – HQ PHEONIX, AZ

Technical Care Specialist I – Residential Technical Care Center 2024-Present

• Manage inbound calls with Sparklight brand residential Internet customers providing superb and tireless customer service.

• Utilize a plethora of platforms including Hitron, Arris, and Eero to troubleshoot wireless issues. As well as several network signal tools to effectively troubleshoot a wide range of HFC service problems to resolve any issues we come in contact with. COMCAST – Greater Denver, CO

Engineer 2 Test and Turn Up 2021 – 2024

• Configured and activated Metro E circuits in collaboration with technicians, enhancing processes for Orion enterprise accounts.

• Conducted department-wide training sessions, demonstrating expert-level skills as a trainer and SME, improving team performance.

• Worked as a Team Lead for 4 individuals assigning work and escalations to facilitate successful task work for Comcast Metro Ethernet Customers.

Engineer 1 Enterprise Tech Support 2017 – 2021

• Provided top-notch technical support to carrier ethernet and business class internet customers, resolving technical and network issues.

• Rectified business service disruptions and facilitated technician dispatch for service restoration, fostering reliable working relationships with customers and colleagues. Advanced Technician DOJ/X1 2014 – 2017

• Supported field technicians for X1 cable equipment, internet, home security, and home phone service, addressing X1 device- related issues and nationwide outages.

• Developed instructional materials for escalation protocols, delivering exceptional customer service through resolution of escalated tickets and proactive follow-ups.

All Product Account Executive 2012 – 2014

• Managed inbound calls for troubleshooting XG1 DVR and P2RNG150 X1 video equipment, serving as a subject matter expert for troubleshooting and billing systems.

• Established and sustained robust customer relationships by providing unparalleled service and satisfaction. Additional Experience

Gate Agent – Great Lake Airlines – Greater Denver Area, (2010 – 2012) Education & Certifications

Bachelor of Arts in Philosophy – University of Michigan CE-P Certification – Ciena CCNA Certification – Cisco

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