CURTIS H. THORNTON
Newark,De
Summary
Technical professional with background in system maintenance and repair, ready to contribute to dynamic team. Proven ability to adapt to changing needs and deliver reliable results. Highly skilled in technical diagnostics and collaborative problem-solving.
Overview
21
21
years of professional experience
Work History
HFC Tech 2
Comcast
Newark, DE
08.2020 - 03.2026
- I ensure high-level network performance, often working in a fast-paced environment.
- Skills in Technical Support in Digital Video, Comcast Digital Voice and High-Speed Internet, Sales and Billing support.
- (Hybrid Fiber Coaxial Experience Operations Center Technician 2) specialized, mid-level technical role responsible for analyzing, dispatching, prioritizing, and resolving escalated customer, network, and plant tickets.
- Collaborated with cross-functional teams to enhance operational workflows and efficiency.
- Conducted routine inspections and preventive maintenance on various technical systems.
- Streamlined repair processes resulting in improved turnaround times for service requests.
- Performed troubleshooting and diagnosis on malfunctioning equipment.
- Diagnosed equipment malfunctions, implementing effective solutions to minimize downtime.
- Collaborated with cross-functional teams to enhance service delivery processes.
- Diagnosed and resolved technical issues for residential and business customers.
- Demonstrated adaptability when faced with new challenges or technologies, enabling quick mastery of necessary skills.
- Increased customer satisfaction with prompt and knowledgeable support for various technical issues.
- Supported project management teams with expert technical advice, contributing to successful project completions.
- Provided detailed product information to enhance customer understanding and drive satisfaction.
- Developed and executed strategies to enhance overall customer experience and retention rates.
Technical Customer Support Specialist
Comcast
Newark, DE
03.2011 - 08.2020
- Resolved technical issues for customers through in-depth troubleshooting and problem-solving techniques.
- Collaborated with engineering teams to relay customer feedback and improve product functionality.
- Developed and maintained comprehensive knowledge base articles for internal and external use.
- Trained new staff on system protocols, enhancing team efficiency and service quality.
- Analyzed customer support trends to identify areas for process improvement and increased satisfaction.
- Served as primary point of contact for escalated technical inquiries, ensuring timely resolution.
- Conducted regular training sessions to update team on new technologies and best practices in customer support.
- Increased first-call resolution rates with thorough troubleshooting and problem-solving skills.
- Demonstrated excellent multitasking abilities while juggling multiple support requests without compromising quality or efficiency.
- Developed strong relationships with clients through consistent communication and follow-up procedures, fostering trust and loyalty.
- Facilitated training sessions to mentor staff and foster professional development.
Customer Support Specialist
Tursack
Honey Brook, PA
03.2005 - 05.2010
- Resolved customer inquiries through various channels, ensuring timely and accurate responses.
- Managed escalated support cases, effectively addressing complex customer concerns.
- Collaborated with cross-functional teams to enhance service delivery and improve customer satisfaction.
- Developed training materials for new staff, fostering knowledge retention and operational efficiency.
Education
Associate of Science - Web Design & XHTML Training
Full Circle Computing
Exton, PAInteractive Multimedia Design
Wilmington University
New Castle, DESkills
- Knowledge of essential web design elements – aesthetics, imagery, navigation, usability and accessibility
- Site development and management skills including Search Engine Optimization (SEO), site publishing, and website maintenance
- Knowledge of basic web technology concepts – Extensible Hypertext Markup Language (XHTML), Cascading Style Sheets (CSS), and Extensible Markup Language (XML)
- Strong technology background – proficient in a broad range of computer applications
- Ability to perform technical coding, and conduct review and testing of dynamic web sites
- Proficient in a number of programming and markup languages
- Concentrates on maintaining the reliability of the fiber-coaxial network structure
- Highly motivated marketing executive with extensive experience building market presence and driving revenue growth
- Excellent presentation abilities
- Editing live or televised sporting events, logging play by plays of each event, assisting in production, assisting in sound room
- Highly accomplished, detail-oriented, and personable editorial professional skilled in marketing communication, direct mail campaign and electronic advertising strategies to support the corporate vision
- Assisted in Live Shows and Appearances, Created numerous campaign commercials, Promo spots and Station Tags
- Highly energetic individual who is driven by the challenges presented in marketing products and services through the internet
- Outstanding team player who thrives on supporting the efforts of a successful marketing team
- Attention to detail
- Customer service
- Works Well Under Pressure
- Multitasking and organization
- Written/Verbal communication
- Power Tools and Equipment
Accomplishments
- Collaborated with team of 4 in the development of Fiber Repair.
- Documented and resolved Fiber Splicing which led to positive customer experience.
Additional Information
Served 14 Years in the US Navy and Naval Reserves. My rate was Quarter Master 2nd Class on board the USS Guam (LPH-9), and USS Comte De Grasse (DD-974) Grasse (DD-974).
Timeline
HFC Tech 2
Comcast
08.2020 - 03.2026
Technical Customer Support Specialist
Comcast
03.2011 - 08.2020
Customer Support Specialist
Tursack
03.2005 - 05.2010
Interactive Multimedia Design
Wilmington University
Associate of Science - Web Design & XHTML Training
Full Circle Computing