BRIAN WALCOTT

Designed the Spectrum HFC network to meet High Split standards, enhancing network reliability.

• As a RSC-3.5 I assisted Field Operations, Regional Operations Center, Network Operations Center and other entities on customer service concerns and service issues.
• While assigned to the Special Projects Team. I coordinated with Supervisors, Managers, and Directors of Field Operations to ensure timely responses to area outages, and individual customer issues and concerns, as needed. I work with the customers to schedule any required work (SRO, TC) or with the Regional Operations Center (ROC) for Maintenance needs deemed necessary to resolve the customers complaint. I have use provided resources (Bentley View OutageView, SCOPE. Pathtrak, CSG, AgentOS etc to investigate and help maintenance technicians resolve as many issues as possible prior to a Trouble Call's running to eliminate unnecessary and costly Truck Rolls.
• While assigned to the RSC Special Projects Team. I coordinated with Supervisors, Managers, and Directors of Field Operations to ensure timely responses to area outages, and individual customer issues and concerns, as needed. I work with the customers to schedule any required work (SRO, TC) or with the Regional Operations Center (ROC) for Maintenance needs deemed necessary to resolve the customers' complaint. I have used provided resources (Bentley View OutageView, SCOPE. Pathtrak, CSG, AgentOS etc to investigate and help maintenance technicians resolve as many issues as possible prior to a Trouble Call's running to eliminate unnecessary and costly Truck Rolls.
• Developed a standard operating procedure for D3.1 modem swaps to support timely actions and enhance network health and customer experience.
• Acquired thorough understanding of escalated customer action forms (ECAF). I worked with the CCED teams to help ensure accurate information was reflected on the complaints. Worked diligently to assist Field Operations Supervisors, Managers, Directors and Area Vice Presidents in all aspects of ECAF from first contact to all documentation requirements. Including assisting with managing service level agreement (SLA) timelines. My access to the ECAF platform is still enabled.
• Handled multiple dispatch/RSC responsibilities, such as direct tech dispatch, TC pool monitoring, and assisting in maintenance for outage identification and restoration through Bentley View. Worked at the Network Operations Center (NOC) as a Surveillance tech to monitor the network and Fiber Backbone for outages to quickly identify problems to ensure prompt attention and resolution.
• Utilized service skills and technical knowledge to identify and resolve customer issues efficiently.
• Responded to customer inquiries, delivering precise information about available services.
• Kept detailed records of customer interactions to facilitate future communication and service.
• Managed incoming emails, ensuring timely responses to all customer inquiries according to established timeframes.
• Raised complex customer issues to senior management for further resolution when appropriate.
• Understands the importance of Service Level Agreements (SLA) concerning any aspect/department including the necessity of updating customers/POCs on permit timelines/delays and as well as updating customer expectations to prevent escalations.