Eduardo Abarca
Chicago,IL
Summary
Thorough Service Technician with commitment to superior service. Driven to consistently contribute value through impeccable work ethic and unending quest to achieve new service skills. Experience managing high-volume of service calls while maintaining quality and efficiency.
Overview
7
7
years of professional experience
Work History
Advance Service Technician
Comcast/Xfinity
06.2016 - Current
- Assisted training end users on proper use of hardware and software to deliver excellent customer service.
- Researched and implemented new technologies and equipment.
- Demonstrated to customers proper methods for operating equipment after it had been installed.
- Worked closely with network administrators and server engineers to deliver quality service.
- Tested cables using tools such as volt-OHM meters, spectrum analyzers, and signal level meters.
- Collaborated with other workers and customers to resolve issues of deficient communications connections.
- Completed new connects, reconnects, disconnects, and service changes for residential and commercial customers.
- Provided training on use, troubleshooting, and calibration of equipment.
- Operated equipment, vehicles, and tools with optimal safety procedures to prevent injuries.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Offered internal and external customers first-rate customer service to maximize satisfaction and business success.
- TNPS Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Demonstrated features and functionality of alarm systems to customers.
- Educated customers on proper ways to use security systems after completing tests and repairs.
- Performed installations of high-tech security systems, which included access and alarms and video surveillance systems.
- Responded to maintenance calls and troubleshot devices.
- Developed strong organizational and communication skills through coursework and volunteer activities
Interm Supervisor
Comcast/Xfinity
12.2022 - 01.2023
- Frequently inspected production area to verify proper equipment operation.
- Maintained compliance with company policies, objectives, and communication goals.
- Created and managed project plans, and timelines
- Monitored workflow to improve employee time management and increase productivity.
- Boosted team performance by developing customer service training materials and conducting service training.
- Generated reports detailing findings and recommendations.
- Educated staff on organizational mission and goals to help employees achieve success.
- Mentored newly hired employees on operating equipment and safety and developed training manual to use for reference.
- Handled customer complaints, resolved issues, and adjusted policies to meet changing needs.
- Helped meet changing demands by recommending improvements to business systems or procedures.
White Glove Tech
Comcast/Xfinity
11.2020 - 06.2021
- Observed in-progress operations to identify important steps for technical instructions.
- Developed detailed technical documents and user guides for technical products.
- Edited and proofread technical documents for accuracy and consistency.
- Proved successful working within tight deadlines and a fast-paced environment.
- Worked closely with software engineers, product managers and other departments to determine accuracy and completeness of technical documentation.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Worked flexible hours across night, weekend and holiday shifts.
- Proven ability to develop and implement creative solutions to complex problems.
- Learned and adapted quickly to new technology and software applications.
- Passionate about learning and committed to continual improvement.
- Developed and maintained courteous and effective working relationships.
- Worked with diverse types of weather and ground conditions.
- Mentored technicians in maintenance, repair and reporting duties.
- Managed maintenance activities, supervised staff and inspected equipment.
- Completed job reports and logs immediately following service calls.
Trainer
Comcast/Xfinity
12.2021 - Current
- Mentored new hires, resulting in stronger staff development and increased productivity.
- Monitored and reported trainee progress, introducing new learning tools to address individual needs.
- Tracked attendance and evaluated progress for assigned trainees.
- Prepared and presented supplementary learning material to support structured lessons.
- Developed individualized training plans to achieve staff readiness.
- Introduced standardized training for cohesive learning environments.
Proactive Repaiar Project (PRP Tech)
Comcast
03.2018 - 06.2018
- Performed minor repairs on equipment and administered product changeovers.
- Worked closely with network administrators and server engineers to deliver quality service.
- Inspected all products for quality and optimum performance.
- Documented all operations and managed communication with team members.
- Adjusted equipment and troubleshot issues.
- Researched and recommended network and data communications hardware and software.
- Demonstrated creativity and resourcefulness through the development of innovative solutions.
- Developed and maintained courteous and effective working relationships.
Education
High School Diploma -
George Rogers Clark High School
Whiting, IN06.2012
Skills
- Troubleshooter
- Customer Service Skills
- Highly Dependable
- Excellent attention to Detail
- Team Player
- Supervisory experience
Accomplishments
- Achieved High TNPS score for 8 months consecutive for 2022 by completing 100% with accuracy and efficiency.
- Collaborated with team of 6 in the development of WhitGlove.
- Supervised team of 10 staff members.
Languages
Spanish
Native or Bilingual
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Interm Supervisor
Comcast/Xfinity
12.2022 - 01.2023
Trainer
Comcast/Xfinity
12.2021 - Current
White Glove Tech
Comcast/Xfinity
11.2020 - 06.2021
Proactive Repaiar Project (PRP Tech)
Comcast
03.2018 - 06.2018
Advance Service Technician
Comcast/Xfinity
06.2016 - Current
High School Diploma -
George Rogers Clark High School
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