ANDREW RODRIGUEZ
Santa Rosa,TX
Summary
Results-driven leader in fiber optics and telecommunications, enhancing team performance and customer satisfaction through effective coaching and resource allocation. Strong conflict resolution and troubleshooting skills drive operational efficiency. Expertise in mentoring teams and managing resources ensures consistent service quality and safety.
Overview
17
17
years of professional experience
Work History
Commercial Fiber Technician
Omni Fiber
Brownsville, Texas
03.2026 - Current
- Conducted routine maintenance on fiber optic networks and equipment.
- Utilized specialized software to assess and ensure optimal data throughput speeds across the network.
- Configured routers, switches and other networking devices to provide optimal performance on the fiber optics system.
- Executed efficient cable routing and management to enhance network performance for clients and support company operations.
- Performed site surveys to evaluate installation requirements and conditions.
- Installed upgraded equipment and cross connects in active cabinets and Colo.
- Executed AC/DC power installations to ensure reliable energy supply at Colo and active cabinets.
- Maintained detailed records of installations and service calls to enhance tracking and service quality.
- Provided remote support to resolve customer issues and was able to assist in troubleshooting phone systems.
Fiber Optic Technician
Omni Fiber
Brownsville, Texas
06.2025 - 03.2026
- Installed and spliced fiber optic cables in residential and commercial buildings.
- Successfully terminated and tested spliced fiber optic cables for reliability.
- Tested and troubleshot fiber optic systems, enhancing system reliability and performance.
- Identified issues with existing cable plants using OTDRs.
- Diagnosed and resolved complex issues in diverse telecom systems, improving service continuity.
- Configured and modified networks and computer systems for businesses, schools, government buildings, medical facilities, and homes, ensuring seamless connectivity.
- Connected wires and cables to terminals in residential and commercial settings.
- Followed safety protocols during high-voltage equipment installations.
Team Lead
Maximus
Pharr, Texas
12.2024 - 06.2025
- Mentored and coached team members, fostering development and enhancing performance.
- Delegated tasks to team members according to project requirements and employee strengths.
- Supervised daily staff activities, ensuring prioritization and quality of deliverables.
- Enforced company policies, offering guidance and support to maintain compliance and team cohesion.
- Resolved escalated customer issues with tact and diplomacy, highlighting conflict resolution expertise.
Customer Service Representative 1
Maximus
Pharr, Texas
10.2024 - 11.2024
- Resolved customer complaints and inquiries promptly, enhancing customer satisfaction and retention.
- Demonstrated excellent communication skills, both verbal and written, in order to effectively interact with customers.
- Developed strong customer relationships and loyalty through effective communication.
- Applied problem-solving techniques to address complex customer inquiries, ensuring effective resolution.
- Delivered personalized customer service relating to questions and promptly resolved basic problems on customer accounts.
- Greeted customers personally to create a welcoming environment. and fostered respectful interactions, strengthening rapport and loyalty.
Gas Technician
Texas Gas Service
Harlingen, TX
12.2022 - 05.2024
- Installed, maintained and repaired natural gas piping systems for residential and commercial customers.
- Inspected gas lines for leaks and ensured safety compliance.
- Conducted routine maintenance on gas systems to ensure efficiency.
- Inspected new installations of gas lines and equipment to ensure proper operation.
- Assisted customers with troubleshooting gas-related issues and concerns.
- Maintained accurate records of service calls and repairs performed.
- Collaborated with team members on emergency response protocols.
Technician
Charter Spectrum
Harlingen, US
06.2017 - 12.2022
- Contributed to a safer working environment through diligent adherence to company guidelines for personal protective equipment usage and hazard communication protocols
- Boosted customer satisfaction through prompt and efficient repairs and installations of gas appliances, leading to positive feedback
- Consistently met or exceeded performance metrics for service call completions, contributing to the overall success of the team and company
- Excelled in the field with overall performance in production, repeats, and customer satisfaction
- Collaborated with team members to successfully complete complex projects under tight deadlines, maintaining high-quality standards
- Maintained a high efficiency rate of 90% and no safety infractions during my time with the company
- Delivered exceptional customer service by addressing inquiries and resolving issues promptly
- Proactively identified potential hazards during routine inspections, mitigating risks before they escalate into significant problems
- Adhered to safety protocols and policies to reduce workplace hazards
- Trained new technicians on standard operating procedures, fostering consistency and enhancing team performance
- Managed to complete 10-15 jobs a day in order to keep up with existing workload
Premises Technician Supervisor
AT&T
Harlingen, US
03.2015 - 02.2017
- Top 5 supervisor in the region for 8 months straight in company performance and safety
- Directed team of 16 technicians, facilitating effective collaboration and support.
- Led team of 14 premise tech personnel focused on the Harlingen area
- Maximized team productivity through collaboration with colleagues on complex installation or repair projects
- Conducted safety checks and supplied technicians with necessary materials to enhance job performance
- Increased customer retention through professional communication, addressing concerns, and providing prompt solutions to problems
- Boosted customer retention through timely resolutions of complex issues and diligent follow-up communication
- Responded to service requests during and after business hours
- Installed and repaired internet and cable tv equipment
- Provided exceptional customer experiences while installing or repairing services in both residential and commercial settings
- Analyzed user-generated trouble tickets to identify root causes and implemented effective resolutions
- Improved first-call resolution rates by effectively troubleshooting and diagnosing customer concerns
- Reduced average call handling time through efficient problem-solving techniques and effective use of support tools
- Maintained detailed records of customer interactions to ensure accurate tracking and timely follow-up on open cases
- Enhanced customer satisfaction by promptly addressing and resolving technical issues
- Evaluated and adopted new technologies to address changing industry needs
- Served as an escalation point for advanced troubleshooting scenarios, leveraging extensive product knowledge to resolve complex issues quickly
- Managed high call volume while maintaining a professional demeanor, ensuring a positive customer experience at all times
Premises Technician
AT&T
Harlingen, TX
08.2013 - 02.2015
- Installed, maintained, and repaired telecommunications systems, including VOIP, analog, and digital phone systems.
- Installed, repaired, and maintained telecommunications equipment and services.
- Diagnosed issues with network connectivity and resolved service disruptions.
- Trained new technicians on safety protocols and standard operating procedures to ensure compliance and safety standards.
- Utilized hand tools, power tools, and heavy equipment in maintenance and repair projects to enhance operational efficiency.
- Provided technical support and training to users on telecommunications equipment and software, improving user proficiency and satisfaction.
Technical Customer Service Representative
Dish Network Corp
Harlingen
02.2010 - 07.2013
- Provided technical assistance to customers over the phone and through email.
- Assisted customers with technical issues related to satellite services and equipment.
- Provided training on product features and troubleshooting techniques to users.
- Resolved billing inquiries and account management questions for customers.
- Maintained knowledge of current products, services, and promotions offered by Dish Network.
- Created detailed documentation for each customer interaction to maintain accurate records of service provided.
- Tracked progress on open cases, escalating more complex issues when appropriate.
Education
Certification - Computer Networking Systems
Texas State Technical College
Waco01-2026
Skills
- Fiber optic troubleshooting
- Network troubleshooting
- Fiber splicing
- Fiber optic testing
- System installations
- Cable management
- Equipment maintenance
- Network safety protocols
- Resource allocation
- Team leadership
- Customer focus
- Relationship building
- Attention to detail
Timeline
Commercial Fiber Technician
Omni Fiber
03.2026 - Current
Fiber Optic Technician
Omni Fiber
06.2025 - 03.2026
Team Lead
Maximus
12.2024 - 06.2025
Customer Service Representative 1
Maximus
10.2024 - 11.2024
Gas Technician
Texas Gas Service
12.2022 - 05.2024
Technician
Charter Spectrum
06.2017 - 12.2022
Premises Technician Supervisor
AT&T
03.2015 - 02.2017
Premises Technician
AT&T
08.2013 - 02.2015
Technical Customer Service Representative
Dish Network Corp
02.2010 - 07.2013
Certification - Computer Networking Systems
Texas State Technical College