Entry-Level IT Support & Customer Experience Specialist

Tommy Granville 832-***-**** New Caney, TX ***** ********@*****.***

PROFESSIONAL SUMMARY

Results-driven IT and network support specialist with over 10 years of experience in low-voltage installations, technical troubleshooting, and customer service across commercial, residential, and enterprise environments. Proven ability to manage large-scale network infrastructure projects and deliver consistent client satisfaction. Adept at configuring and maintaining structured cabling systems (Cat5/Cat6/fiber), POS/KDS equipment, and enterprise-level networking hardware. Recognized for effective problem-solving, technical leadership, and a hands-on approach in fast-paced, customer-focused settings. TECHNICAL AND INTERPERSONAL SKILLS

Network Infrastructure & Cabling:

• Cat5, Cat6, RG6, RG11 installation & termination

• Fiber optic splicing, testing, and troubleshooting

• J-hooks, cable trays, wall jack installs, patch panels

• Telecommunications room buildouts

Hardware & Tools:

• POS and KDS systems

• Wireless Access Points (APs), routers, switches

• Fluke Network Tester, signal level meters, spectrum analyzers

• Speed tests, ping/latency diagnostics

IT Support & Troubleshooting:

• Network performance diagnostics

• Equipment setup, installation, and configuration

• Wireless controller setup and testing

• Troubleshooting Wi-Fi, internet, and cabling issues Customer Service & Communication:

• On-site and remote client support

• Cross-functional team collaboration

• Customer relationship management

• Service reporting and issue escalation

EDUCATION

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Information Technology Security Administration Graduation August 2025 EXPERIENCE

WALKER ENGINEERING Project Lead – IT Customer Service & Support June 2025 to present

• Led IT service delivery and customer support initiatives for multiple projects, ensuring timely resolution of technical issues and maintaining high client satisfaction.

• Supervised and trained a team of technicians, delegating tasks, monitoring performance, and providing hands-on guidance to improve troubleshooting efficiency.

• Acted as the primary point of contact between clients, vendors, and internal teams, translating complex technical requirements into clear, actionable solutions.

• Oversaw installation, configuration, and support of IT systems—including hardware, software, and network infrastructure—while ensuring compliance with company standards.

• Managed service tickets, escalations, and project timelines to align IT solutions with customer needs and organizational goals.

HONORBUILT Low Voltage Implementation Tech August 2020 – October2024

• Installed and maintained Cat5/Cat6 infrastructure, access points, and network hardware across 120+ restaurant locations using blueprints, Fluke Network Tester, and fiber optic tools.

• Diagnosed and resolved POS/KPS and network issues; provided on-site and remote technical support for switches, antennas, and wall-mounts.

• Led escalation responses for equipment and connectivity issues, ensuring minimal downtime and high customer satisfaction.

• Communicated directly with business owners, managed regional service teams, and ensured compliance with OSHA 10 standards.

PRIME COMMUNICATION Lead Network Cable Specialist (June/2018 to August/2020) Lead Network Cable Specialist Jun 2018 – Aug 2020

• Led installation of structured cabling (Cat5/Cat6, RG6, RG11) in hospitals nationwide; coordinated AP and wall jack deployments using J-hooks and cable trays.

• Supervised 10+ techs and collaborated on telecom room buildouts; ensured compliance with Unique Firestop and safety standards.

• Provided troubleshooting for switches, wireless controllers, and routers; performed signal testing and termination for copper and fiber lines.

• Maintained documentation and labeling standards; oversaw network upgrades for healthcare IT infrastructure.

COMCAST, Cable Technician/Installation III (May 2014 – July 2018)

• Installed, repaired, and configured commercial and residential networking systems, including coaxial and Cat5/6 cabling, routers, and fiber splicing.

• Performed advanced diagnostics using Fluke testers, spectrum analyzers, and signal meters; led troubleshooting for Wi-Fi and network speed issues.

• Trained and mentored new technicians; served as escalation lead for complex service and connectivity issues.

• Read blueprints and schematics for network layouts; executed efficient routing through buildings, attics, and crawl spaces.

JOHN MOORE SERVICES, Department Sales Manager November 2013 – April 2014

• Managed 6 sales reps and 10 installers; coordinated scheduling, payroll, and performance evaluations.

• Provided product training and conducted ride-alongs to support technical sales and service quality.

• Oversaw HVAC-related IT tools and scheduling software to streamline workflow and team communication.

• Delivered high customer satisfaction by resolving issues and customizing service offerings based on client needs.

WEB.COM Senior Lead Specialist, Outside Sales March 2013 – April 2014

• Delivered web-based technology and marketing solutions through cold calls and lead generation tools.

• Provided technical consultation for small business websites and email platforms

• Met revenue targets by tailoring web service offerings to business goals.

• Acted as liaison between clients and tech support to resolve configuration and hosting issues. CREDITCO AUTO SALES Account Manager / Loan Processor July 2012 – March 2013\

• Managed customer data using internal CRM systems; processed loan applications and verified technical requirements.

• Served as customer point of contact, providing updates and resolving account issues.

• Communicated with finance and IT teams to streamline workflow.

• Ensured accurate and timely processing of applications via web-based loan portals.

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