Charles Barnes Sr.

• Served as an escalation point for challenging cases, effectively addressing customer concerns and finding appropriate resolutions.
• Leveraged advanced diagnostic tools to quickly identify underlying problems and implement effective solutions.
• Managed multiple high-priority tasks simultaneously while maintaining exceptional attention to detail and accuracy.
• Streamlined troubleshooting processes for faster problem resolution and reduced downtime.
• Acted as a mentor for junior team members, offering guidance and support in both technical knowledge and customer service skills.
• Maintained high-quality service standards by consistently meeting or exceeding performance metrics.
• Used ticketing systems to manage and process support actions and requests.
• Managed high levels of call flow and responded to technical support needs.
• Diagnosed and troubleshot hardware, software and network issues.

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• Collaborated with cross-functional teams to address system-wide issues and improve overall performance.

• Managed about 30+ incoming calls a day, as well as emails and task messages from technicians and escalations from various departments.
• Provided problem resolution for no dial tone, static/distortion, and other call quality issues.
• Make outbound calls to external customers to obtain/confirm information needed to assist the technician on site.
• Assist field technicians during DOI/DOM with technical and billing support for Residential, Commercial/SMB, and Enterprise accounts
• Resolved equipment related issues through re-provisioning and firmware upgrades.
• Monitored and utilized outage notification resources to effectively determine the best course of action for technicians.
• Assisted with many new hire and in-line promotion trainings.
• Resolve complex situations and escalations with little or no assistance.
• Skilled at working independently and collaboratively in a team environment.
• Worked well in a team setting, providing support and guidance.
• Demonstrated respect, friendliness and willingness to help wherever needed.