Daniel Abraham
Fort Worth
Summary
Detail-oriented network technician with extensive experience in VoIP services and cabling standards. Known for strong troubleshooting skills and collaboration with sales and technical teams to resolve service issues. Ready to leverage expertise in enhancing telecommunications performance.
Overview
23
23
years of professional experience
Work History
NCG Representative (Network-SPOC)
AT&T
Richardson
07.2022 - Current
- Diagnosed fiber and copper network impairments affecting TV, internet, and VoIP services across multiple networks.
- Conducted real-time monitoring to identify outages and maintain telecommunications service availability.
- Assessed performance of network equipment including VRAD, DSLAM, and cable, reporting identified issues.
Tier 2 Technical Support Representative
AT&T
Richardson
02.2007 - 07.2022
- Served as Tier 2 team lead, coaching members on effective troubleshooting techniques.
- Diagnosed and troubleshot issues impacting TV, internet, and VoIP services, achieving timely customer resolutions.
- Led cross-functional teams in developing training materials for Tier 1 and Tier 2 support staff, enhancing knowledge transfer.
- Collaborated with sales and departments to resolve order discrepancies, ensuring accurate service delivery and customer satisfaction.
- Worked closely with field technicians to address order modifications, upgrades, downgrades, and service changes.
Technical Support Representative
CP-TEL
Natchitoches
01.2003 - 01.2007
- Delivered technical customer support for TV, internet, and phone services.
- Provided support for billing questions, improving customer understanding and satisfaction.
Education
Bachelor of Science - Computer Information Systems
Northwestern State University of Louisiana
Natchitoches, LA12-2003
Skills
- Telecommunications monitoring
- VoIP technology
- Network troubleshooting
- Service monitoring
- Performance assessment
- Fiber optics knowledge
- Fiber diagnostics
- Cabling standards
Timeline
NCG Representative (Network-SPOC)
AT&T
07.2022 - Current
Tier 2 Technical Support Representative
AT&T
02.2007 - 07.2022
Technical Support Representative
CP-TEL
01.2003 - 01.2007
Bachelor of Science - Computer Information Systems
Northwestern State University of Louisiana