Summary
Overview
Work History
Education
Skills
Affiliations
Timeline
United States Navy
Generic

David Smith Jr.

Collegeville,Pennsylvania

Summary

Dynamic Tier 2 Technical Support Representative at Comcast, adept at problem resolution and technical troubleshooting. Enhanced customer satisfaction through effective escalation management and proactive issue identification. Recognized for mentoring junior technicians and streamlining ticketing processes, significantly improving response times and team performance. Committed to delivering reliable and efficient service.

Overview

20
20
years of professional experience

Work History

Tier 2 Technical Support Representative

Comcast, CAE
11.2006 - 05.2025
  • Assisted customers with technical inquiries to enhance user experience.
  • Resolved issues using troubleshooting techniques and diagnostic tools effectively.
  • Documented customer interactions and solutions in support database for future reference.
  • Collaborated with team members to identify recurring problems and suggest improvements.
  • Resolved complex technical issues for customers via phone, email, and chat support.
  • Collaborated with cross-functional teams to enhance service delivery and customer satisfaction.
  • Managed escalations effectively, ensuring timely follow-up and resolution of critical cases.
  • Minimized escalations by proactively identifying potential challenges and addressing them early in the process.
  • Expedited issue resolution for clients through effective troubleshooting and problem-solving skills.
  • Boosted team performance by sharing technical knowledge and providing mentorship to junior technicians.
  • Improved response times with efficient ticket management and prioritization.
  • Performed technical troubleshooting and diagnosis, software installation and information gathering to keep infrastructure operational.
  • Diagnosed and troubleshot hardware, software and network issues.
  • Installed and configured operating systems and applications.
  • Installed, configured and maintained computer systems and network connections.
  • Configured hardware, devices, and software to set up work stations for employees.
  • Configured and tested new software and hardware.

Customer Service Representative Team Lead

Alltel Wireless
05.2005 - 11.2006
  • Led team of customer service representatives, ensuring high-quality service delivery and operational efficiency.
  • Developed training programs to enhance team skills and improve customer interactions.
  • Streamlined communication processes between departments to resolve customer issues effectively.
  • Implemented performance metrics to monitor team productivity and drive continuous improvement.
  • Collaborated with management to refine customer service policies for improved client satisfaction.
  • Mentored new hires, fostering a supportive environment that encouraged professional growth and teamwork.
  • Improved overall call center performance with effective coaching and feedback to team members.
  • Served as a liaison between management and staff, effectively communicating updates on company policies and procedures.
  • Coached and mentored service representatives to deliver polite, professional customer interactions.

Education

Bachelor of Science - Administrative Management (IT Systems)

Central Washington University
Ellensburg, WA
03-2003

Skills

  • Problem resolution
  • Software installation
  • Escalation management
  • Ticketing systems
  • Hardware installation
  • Attention to detail
  • Microsoft windows and office
  • Reliability
  • Organizational skills
  • Verbal and written communication
  • Technical troubleshooting
  • Device installation

Affiliations

US Navy Veteran

Timeline

Tier 2 Technical Support Representative

Comcast, CAE
11.2006 - 05.2025

Customer Service Representative Team Lead

Alltel Wireless
05.2005 - 11.2006

Bachelor of Science - Administrative Management (IT Systems)

Central Washington University

United States Navy

Command Advancement Program Recipient 

Personnelman Petty Officer

Duties included: Relocations, promotions, and Training Certs

Similar Profiles

CREATE PROFILE