Cristian Moore
Jackson,MS
Summary
Internal Technical Support Technician III and escalation specialist with Xfinity, experienced in advanced technical troubleshooting, customer retention, and real-time escalation management across internet, video, voice (CDV), and mobile services. Skilled in diagnosing complex network, hardware, software, and account-related issues while delivering high-quality customer experiences. Strong knowledge of TCP/IP networking, LAN/WAN environments, and home network architecture. Proven ability to de-escalate high-stress situations and deliver effective, business-aligned solutions in fast-paced technical environments.
Internal Technical Support Technician specializing in advanced technical troubleshooting and escalation management. Employs strong analytical skills to resolve complex network and service issues, ensuring seamless connectivity and high-quality customer experiences while meeting key performance indicators.
Overview
4
4
years of post-secondary education
13
13
years of professional experience
Work History
Internal Technical Support Technician III
Xfinity
05.2024 - Current
- Provide advanced technical support across internet, video, CDV/voice services, streaming applications, and Xfinity Mobile.
- Troubleshoot PC hardware, software, operating systems (Windows & macOS), browsers, email clients, and connectivity issues.
- Diagnose and resolve network issues involving modems, routers, cabling, and home network configurations.
- Apply TCP/IP, LAN/WAN, and IP networking principles to resolve connectivity issues such as IP conflicts and routing errors.
- Managed confidential customer accounts, diagnosing and resolving complex technical, service, and equipment issues to enhance customer satisfaction.
- Built strong customer relationships through clear communication and effective technical support, fostering loyalty and trust.
- Collaborated with engineering, billing, and support teams to address and resolve complex technical and account issues, improving overall service delivery.
- Maintain performance standards including CSAT, QA scores, and operational KPIs.
Real-Time Escalation & ATS Specialist
Xfinity
02.2018 - 05.2024
- Managed real-time, high-priority customer escalations requiring immediate technical intervention and resolution.
- Coordinated with internal technical teams to resolve urgent service disruptions and restore connectivity.
- De-escalated complex and high-stress customer interactions while maintaining professionalism and trust.
- Delivered company-aligned, customer-benefit solutions balancing customer satisfaction with business policies.
- Maintained clear communication with customers throughout the resolution process to ensure satisfaction.
- Identified root causes of recurring service issues and escalated systemic problems to engineering teams.
Retention Agent
Xfinity
03.2013 - 02.2018
- Consistently met or exceeded retention targets, save rates, and performance metrics.
- Managed inbound customer calls focused on account retention, service preservation, and customer satisfaction.
- Resolved billing concerns, service complaints, and account issues to prevent cancellations and reduce churn.
- Negotiated service solutions, promotions, and plan adjustments aligned with company guidelines and customer needs.
- Built rapport with customers to identify pain points and deliver personalized retention strategies.
- Educated customers on product value, service features, and bundled offerings to improve long-term satisfaction.
- Collaborated with billing, technical support, and sales teams to resolve complex account issues.
Education
Bachelor of Science in Interdisciplinary Studies
Jackson State University
Jackson, MS 08.2014 - 05.2018
Skills
- Advanced Technical Troubleshooting
- TCP/IP, LAN/WAN Networking
- Internet, Video, CDV & Mobile Support
- Windows & macOS Support
- Router / Modem / Home Networking
- Escalation management
- Root Cause Analysis
- Performance Metrics (CSAT, QA, KPIs)
- Customer Retention & Save Strategies
- Customer Experience & Relationship Building
Timeline
Internal Technical Support Technician III
Xfinity
05.2024 - Current
Real-Time Escalation & ATS Specialist
Xfinity
02.2018 - 05.2024
Bachelor of Science in Interdisciplinary Studies
Jackson State University
08.2014 - 05.2018
Retention Agent
Xfinity
03.2013 - 02.2018