Freddie Thomas
Riviera Beach,FL
Summary
Seeking a position as a Technical Customer Support Representative at Ring and Blink where I can leverage my extensive experience in technical troubleshooting and customer support to deliver exceptional service and resolve customer issues efficiently.
Highly skilled technical support professional with over 20 years of experience in customer service and technical troubleshooting. Expertise in handling technical queries, resolving complex issues, and ensuring positive customer experiences. Strong problem-solving abilities, excellent communication skills, and a proactive approach to technical support. Proven ability to work effectively in remote environments and handle diverse customer interactions.
Overview
29
29
years of professional experience
Work History
HFC Tech 2, XOC
Comcast
01.2018 - Current
- Conduct senior-level analysis, dispatch, and prioritization of customer tickets, ensuring timely resolution
- Monitor and analyze plant operations tools and systems, generate tickets, and validate HFC resolutions
- Implement preventive maintenance schedules and provide technical assistance to lower-level technicians
- Coordinate with internal and external roles to resolve HFC and headend-related issues
- Write and drive action items for post-mortems on HFC events to ensure follow-up on break-fix scenarios.
Network Communications Technician 5
Comcast
09.2006 - 01.2018
- Performed routine troubleshooting calls, surveys, and outage repairs, including on-call duty and shift work
- Handled troubleshooting of the plant through distribution cable to node for customer video, internet, and telephony
- Managed construction maintenance, including splicing aerial/underground coaxial cable and fiber
- Performed CLI ride-out, tracked and repaired leakage, and worked under various weather conditions.
Maintenance Technician 2
Adelphia
09.1999 - 09.2006
- Ensured compliance with health, safety, and environmental regulations
- Demonstrated knowledge of HFC plant field equipment, including design, repair, and maintenance
- Conducted inspections, leak checks, and reported issues, providing technical reports to supervisors.
Combat Engineers 12B
Army
01.1996 - 05.1998
- Located and neutralized mines, constructed firing aids, and determined elevation and azimuths using maps and overlays.
Education
High School Diploma -
William T. Dwyer High School
Palm Beach Gardens, FL01.1995
Skills
- Technical Troubleshooting: In-depth experience in diagnosing and resolving hardware, network, and software issues
- Customer Support: Proven ability to provide prompt, detailed, and professional support to customers via multiple channels including voice, chat, and email
- Communication: Strong verbal and written communication skills with a focus on clarity and professionalism
- Adaptability: Quick learner with the ability to handle ambiguity and adapt to evolving technical environments
- Problem-Solving: Skilled in identifying issues and proposing innovative solutions
- Customer Advocacy: Committed to advocating for customer needs and ensuring satisfaction
- Remote Work: Experienced in managing technical support remotely with minimal supervision
Additionalinformation
Experience with Microsoft Office products, WiFi/mesh networking platforms (Linksys, D-link, Google WiFi, ASUS), firewall configurations, parental controls, and support for mobile devices (iOS, Android)., Available for flexible scheduling, including weekends, nights, and holidays., Open to working in virtual locations including FL, GA, NC, SC, TX.
Activities
- Comcast - CENFLR - Black Employee Network
- Comcast - CENFLR - Veterans Employee Network
Timeline
HFC Tech 2, XOC
Comcast
01.2018 - Current
Network Communications Technician 5
Comcast
09.2006 - 01.2018
Maintenance Technician 2
Adelphia
09.1999 - 09.2006
Combat Engineers 12B
Army
01.1996 - 05.1998
High School Diploma -
William T. Dwyer High School
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