Edgar Robles

• Handle 40–55 service incidents daily, diagnosing connectivity and account issues while documenting resolutions in the case management system.

• Compile and document customer-impact details to support accurate escalation, incident tracking, and cross-team resolution.

• Produce structured case documentation and escalation summaries used by internal technical teams for rapid troubleshooting and service restoration.

• Perform trend analysis by monitoring recurring issue patterns and contributing insights during weekly operational performance reviews.

• Maintain standardized documentation to ensure consistent handoffs and operational continuity across teams.

• Draft and update troubleshooting documentation and call-flow procedures to improve process consistency and reduce repeat incidents.

• Managed 30–50 active cases daily, ensuring accurate documentation of case details, status updates, and compliance requirements.

• Used Salesforce and Excel to track case progression, validate required fields, and maintain data accuracy across interdepartmental systems (SDUSD and County).

• Built Excel trackers using pivot tables and charts to monitor case volume, status changes, and operational trends.

• Performed data validation and discrepancy resolution to maintain accurate reporting across multiple teams.

• Produced daily operational reporting summaries and status reports used for prioritization and follow-up.

• Documented workflows and reporting procedures to ensure consistent case management and interdepartmental coordination.