Andi Wubben
Buffalo
Summary
Experienced with advanced support techniques, ensuring quick and effective solutions for customer issues. Utilizes strong communication skills to enhance customer satisfaction and team collaboration. Knowledge of technical troubleshooting and customer relationship management, leading to consistent positive outcomes.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Social Media Senior Support Specialist III
Spectrum
01.2022 - Current
- Managed 50+ simultaneous live customer chat interactions in a high-pressure social support environment while maintaining resolution quality.
- De-escalated sensitive account and service disputes requiring advanced communication strategies and rapid problem-solving.
- Supported adoption of newly implemented support platforms through peer guidance and workflow training initiatives.
Community Solutions Technical Support Specialist II
Spectrum
01.2020 - 01.2022
- Supported centralized and distributed Wi-Fi infrastructures across multi-resident community properties.
- Resolved escalated access point and connectivity failures affecting large user populations.
- Assisted onboarding initiatives by helping standardize troubleshooting workflows for incoming team members.
Business Infrastructure Support Analyst
Spectrum
01.2018 - 01.2020
- Provided Tier 2 technical support for SMB clients experiencing network, hardware, and connectivity disruptions.
- Coordinated with corporate help desks and field operations teams to minimize operational downtime for business customers.
- Navigated advanced troubleshooting workflows involving multi-device and multi-user environments.
Systems Communication Specialist
Spectrum
01.2017 - 01.2018
- Delivered first-call resolution troubleshooting for residential internet, cable, and phone systems in a high-volume support environment.
- Diagnosed connectivity and hardware issues while maintaining strong customer communication under time-sensitive conditions.
- Built foundational expertise in networking logic, account systems, and service recovery workflows.
Education
Bachelor of Business Administration (BBA) -
Midstate College
Peoria, IL01-2015
Life Coaching - Psychology
Academy of Applied Psychology
Remote02-2020
Neurolinguistic Programming - Psychology
Academy of Applied Psychology
Remote04-2022
Skills
- Ticketing system experience
- Network troubleshooting
- VPN support
- Remote technical support
- Technical support coordination
- Staff training
- Microsoft windows and office
- Client relationship building
- Customer communication and
- empathy
- Analytical thinking
- Interpersonal skills
- Self motivation
Certification
- Remote Learning Academy of Applied Psychology
- Certified Life Coach | 2020
- GPA: 4.0
- Neurolinguistic Programming (NLP) Practitioner | 2022
Timeline
Social Media Senior Support Specialist III
Spectrum
01.2022 - Current
Community Solutions Technical Support Specialist II
Spectrum
01.2020 - 01.2022
Business Infrastructure Support Analyst
Spectrum
01.2018 - 01.2020
Systems Communication Specialist
Spectrum
01.2017 - 01.2018
Bachelor of Business Administration (BBA) -
Midstate College
Life Coaching - Psychology
Academy of Applied Psychology
Neurolinguistic Programming - Psychology
Academy of Applied Psychology