Christopher Lado
Merchantville
Summary
With over 18 years of experience in technical support, system administration, and leadership, my commitment lies in driving employee satisfaction and fostering a collaborative, inclusive work environment. Skilled in managing teams, resolving conflicts, and implementing process improvements to enhance operational efficiency and employee relations. Background in mentoring, employee development, and ensuring compliance with company policies. Positioned to contribute to the implementation of employee relations programs, support leadership in succession planning, and address employee issues promptly. Strong focus on organizational growth and cultivating a positive workplace culture.
Overview
21
21
years of professional experience
1
1
Certification
Work History
Commercial Customer Service (Technical Support Tier 2)
Comcast Business
08.2022 - Current
- Takes charge of escalated Tier 1 issues, ensuring follow-up until resolved, while managing high-priority tasks in a timely manner
- Diagnoses and resolves technical problems, including connectivity, network equipment, and LAN challenges, ensuring customers experience minimal downtime
- Assists Static IP customers by creating configuration files and troubleshooting routing issues, facilitating smoother operations
- Suggests process improvements, provides feedback to supervisors, and actively participates in driving operational efficiency across the team
- Works closely with customers to help them understand, configure, and maintain their modem security settings, fostering a seamless customer experience
Computer Technician
Self-Employed
01.2005 - Current
- Provided comprehensive tech support to both residential and business customers, ensuring high system uptime and efficient operations
- Expertly set up hardware, configured software, and maintained LAN/WAN networks, ensuring system reliability and customer satisfaction
- Delivered proactive technical solutions, improving client operations and preventing recurring technical issues
Commercial Customer Service (Technical Support Tier 1)
Comcast Business
07.2017 - 08.2022
- Handled escalated customer situations with patience and skill, utilizing software applications to resolve issues smoothly and efficiently
- Played an integral role in BSC contingency planning, ensuring preparedness for service disruptions and ensuring minimal impact on customers
- Mentored new agents, providing guidance and sharing knowledge to ensure quick onboarding and successful troubleshooting performance
- Contributed to team-building efforts by running team meetings focused on enhancing collaboration and improving the customer service experience
Assistant Manager
Geek2uFast
01.2010 - 01.2012
- Oversaw the daily activities of 4 field technicians, ensuring tasks were completed efficiently and in accordance with business standards
- Assisted with scheduling and ensuring appropriate coverage, contributing to smooth daily operations
- Monitored team performance, providing constructive feedback and identifying areas for additional training and development
Site Lead, Installation
B & B Heating and Air Conditioning
01.2004 - 01.2006
- Worked up to site lead, managing 3 installers to ensure tasks were completed on time and according to project specifications
- Ensured team efficiency and compliance with safety and quality standards, resulting in timely job completion
Education
Bachelor of Science (B.S.) - Cyber Security
Southern New Hampshire University
Manchester, NH10.2023
Computer Science Vocational Certificate - undefined
Lincoln Tech
Mount Holly, NJ06.2005
Skills
- Technical Issue Resolution
- Customer Engagement
- Networking
- Communication
- Team Collaboration
- Leadership & Mentoring
- Process Optimization
- Threat Intelligence
- Security Protocols
- Compliance Standards
- Project Management
- Administration
- Workload Prioritization
- Analytical and critical thinking
- Teamwork and collaboration
- Flexible and adaptable
- Data management
Certification
- Ciena CE-A
- CCNA Fundamental
- CompTIA S+ (pending)
Timeline
Commercial Customer Service (Technical Support Tier 2)
Comcast Business
08.2022 - Current
Commercial Customer Service (Technical Support Tier 1)
Comcast Business
07.2017 - 08.2022
Assistant Manager
Geek2uFast
01.2010 - 01.2012
Computer Technician
Self-Employed
01.2005 - Current
Site Lead, Installation
B & B Heating and Air Conditioning
01.2004 - 01.2006
Computer Science Vocational Certificate - undefined
Lincoln Tech
Bachelor of Science (B.S.) - Cyber Security
Southern New Hampshire University
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