James Macnaught
Denver,CO
Summary
Helpful Support Representative easily conveying technical information to diverse audiences. Skilled at both hardware and software troubleshooting in fast-paced environments. Combined 8 years of experience across multiple aspects of agent and customer support. Extensive experience in managing back office queues regarding technical escalations along with managing trends and coordination with higher level technical representatives and engineering staff. Assisted on multiple occasions regarding agent development and support, with continuous progress towards advancement opportunities and broadening of product knowledge and implementing efficient ways of relaying that information to both customers and colleagues in my field.
Overview
11
11
years of professional experience
1
1
Certification
Work History
NOC Technician
Comcast, Xfinity
Denver, CO
01.2023 - Current
- Kept accurate records of customer interactions, payments and issues.
- Communicated with customers via phone, email and online chats.
- Supported customers with product implementation and usage and answered questions quickly and thoroughly.
- Displayed strong telephone etiquette, effectively handling difficult calls.
- Investigated technical issues using knowledge base and personal experience to complete timely resolutions.
- Provided advice and front-line expertise to internal committees in order to improve team, service and procedural standards.
- Provided technical support for LAN and WAN infrastructure components including cabling, hubs, switches, routers.
- Created detailed documentation of all network configurations and changes made over time.
- Completed post-installation tests, checking functionality.
- Monitored network performance to detect potential issues or outages and take corrective action.
- Performed troubleshooting to diagnose and resolve technical issues related to networks.
Customer Experience Specialist
Comcast, Xfinity
DENVER, Colorado
07.2017 - 11.2022
- Provided technical support to customers and troubleshoot their queries.
- Engaged with customers via phone, email, chat or social media platforms for responding to their inquiries.
- Analyzed customer feedback and complaints to identify areas of improvement in the customer experience process.
- Conducted surveys to gauge customer satisfaction levels.
- Identified opportunities for providing additional services or products to existing customers.
- Performed root cause analysis of any issues reported by customers regarding the product and service they purchased.
- Maintained records of all interactions with customers in a database system.
- Ensured compliance with relevant regulations governing consumer protection rights.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
Technical Support and Escalation Specialist
Qualfon Fort Collins
Fort Collins, CO
04.2014 - 06.2017
- Communicated with customers to identify issues, walk through solutions and initiate corrective actions to restore service and functionality.
- Received inbound phone calls from customers to provide first-level support and remotely troubleshoot issues with service, equipment or customer accounts.
- Documented and updated case notes for each customer and work order.
- Consulted via telephone to understand user problems, run through testing scripts and ask probing questions to locate root causes.
- Documented repair processes and helped streamline procedures for future technical support actions.
- Updated and processed programming changes, equipment upgrades and customer and billing information.
- Conferred with vendors to obtain replacement hardware or software and escalate more complex concerns.
- Managed Technical Escalation and product/service Trend Detection back office case queues.
Education
High School Diploma -
Basalt High School
Basalt, CO06.2012
Some College (No Degree) -
Colorado State University
Fort Collins, COSkills
- Technologically savvy
- Project management abilities
- Conflict mediation
- Office equipment proficiency
- Employee coaching
- Cross-functional collaboration
- Quality assurance controls
- Back office queue management
- Adaptability and problem solving
- Network Configuration
- Documentation Maintenance
- Call Triaging
- Hardware Replacement
- Support Services
Accomplishments
- Consistently maintained high customer satisfaction ratings.
- Progressed from CAE1 - CAE4 in less than 3 years while maintaining performance metrics and developmental goals.
- Backup Peer Assisted Learner and LEAD Team representative centered around product knowledge and agent support/development
- Promoted to Advanced Escalations Specialist after only 2 years in previous position.
- Managed back office case routing and support for Technical Support escalations and Trend Detection for TiVo.
- Chosen to take place in Commtech Jeopardy for Comcast 2021.
- Selected at team PoC for last 4 teams I have been on in current position.
- Actively becoming familiar with multiple clients and dealing with escalated issues.
- Floor Support for MES and National agents
- Dollar General ticket team
- ESA Rescue Team
Additional Information
After spending nearly 8 years in a customer facing role centered around Customer Service and Technical support I have amassed a wealth of knowledge and experience regarding product knowledge, agent support and development, technical support and queue management. I am dedicated to learning new skills and will apply any and all necessary effort to transition into a more tech centered role so as to take full advantage of my skills in technology as well as to lean into my ongoing interests in supporting my colleagues. Customer service and support has provided me with a wealth of knowledge and experiences that I will always appreciate both personally and professionally, but I know that my true goals lie in a technical field with less focus on the account management and billing side of customer interactions. I preform optimally when being faced with a technical puzzle or goal regarding supporting people outside of promoting customer facing brands or account management focuses for customers. After transitioning into my current role with ESA, I have found a better understanding of technology and ways to properly assist customers and co-workers alike.
References
Luis Starks
Comcast IT Support
luis_starks@comcast.com
720-417-0263 or 970-366-8467
Robert Lewis
Supervisor, Enterprise Service Assurance (Comcast Business)
Robert_Lewis8@cable.comcast.com
303-802-0496
Nick Jensen
ESA NOC Technician, Tech 1 (Comcast Business)
856-669-4078
nicholas_jensen@comcast.com
Certification
- Familiarity with Cisco Meraki, Fortinet, Aruba, Windows and other management software and services
- Remote desktop server familiarity and experience with remote troubleshooting
Timeline
NOC Technician
Comcast, Xfinity
01.2023 - Current
Customer Experience Specialist
Comcast, Xfinity
07.2017 - 11.2022
Technical Support and Escalation Specialist
Qualfon Fort Collins
04.2014 - 06.2017
High School Diploma -
Basalt High School
Some College (No Degree) -
Colorado State University
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