Summary
Overview
Work History
Education
Skills
Timeline
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Christopher Fry

Customer Service
Sacramento,CA

Summary

Field service technician with a passion for resolving service-related issues, planning and implementation of services, and maintaining quality of service. Team oriented. Works well with others as well as independently in order to achieve results. Experience using online proprietary tools as well as hands-on experience for troubleshooting and problem resolution. Customer service skills with proven abilities to work with challenge situations.

Overview

25
25

Years of professional experience

25
25

Years of customer service

Work History

Business Technician

COMCAST
03.2012 - 02.2023
  • Install and maintain Comcast Business voice, advance voice products, high speed internet, and video products
  • Ensure that all connections and equipment from the tap to the premise are installed properly and working within Comcast standards to ensure stable and consistent service
  • Introduce and educate clients of their new services as well as provide resources for knowledge and support
  • Utilize online tools such as Scout, and Watchtower to check for any unseen or downstream impairments as well as work with internal departments for support on account information or escalations while troubleshooting.

CDO WD Customer Engineering

COMCAST
03.2022 - 06.2022
  • Investigate Comcast service areas for service affecting impairments and escalate as needed
  • Utilize BMC Remedy tool to investigate TTS Tickets triggered by system events to determine validity, escalate as needed, and complete reporting data as required
  • Make use of the Tupelo tool to analyze event triggers to find the most impacted service areas to investigate, escalate, or cancel any unnecessary individual customer truck rolls
  • Work with other departments while investigating system impairments to devices solutions
  • Assist inbound customer calls to help resolve minor issues or transfer as needed appropriate departments.

Residential Technician

COMCAST
05.2007 - 03.2012
  • Install and maintain Comcast residential voice, high speed internet, and video products
  • Ensure all premise equipment and connections from the premise to the tap are installed per BRIS standards
  • Introduce and educate new and existing clients to their services as well as provide resources for knowledge and support
  • Utilize online tools such as Scout, and Watchtower to check for any unseen or downstream impairments as well as work with internal departments for support on account information or escalations while troubleshooting.

Store Manager

WEST COAST FLOORS AND VACUUM
02.2002 - 05.2007
  • Consult with clients within the showroom or in their home for presentation of desired products
  • Perform site surveys and present project bids with materials and installation cost
  • Confirm sales orders with sales team members and order material as needed
  • Coordinate installation with clients and installers
  • Work with vendor reps to keep pricing, store displays updated, and support
  • Perform final walk through to trouble shoot and/or collect final balances.

Education

Associate of Applied Science - Network Systems Administration

DEVRY UNIVERSITY
Folsom, CA
02.2023

Skills

  • Service Orientation
  • Problem solving
  • Adaptability
  • Reliable
  • Teamwork
  • Collaborative Worker
  • Technical Skills
  • Critical Thinking
  • Quick Learner
  • Customer Focus

Timeline

CDO WD Customer Engineering

COMCAST
03.2022 - 06.2022

Business Technician

COMCAST
03.2012 - 02.2023

Residential Technician

COMCAST
05.2007 - 03.2012

Store Manager

WEST COAST FLOORS AND VACUUM
02.2002 - 05.2007

Associate of Applied Science - Network Systems Administration

DEVRY UNIVERSITY

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