Jason Crook
Killeen,TX
Summary
Experienced networking and IT professional with a logical and solution-focused approach. Over 10 years of providing comprehensive technical support to clients, developing a deep understanding of the industry. A degree in Network Cloud Support and Cybersecurity equips me with the knowledge and skills to effectively utilize my educational background and professional experience. Well-versed in cutting-edge technologies, particularly in enterprise telecommunications operations, products, and systems. Known for being solutions-focused and team-oriented, bringing broad-based experience and hands-on skills to any project or team.
Overview
6
6
years of professional experience
Work History
Technical Support Representative
Spectrum Enterprises LLC, A Charter Communications
04.2024 - Current
- Worked closely with network administrators and server engineers to deliver quality service.
- Resolved problems, improved operations, and provided exceptional service.
- An adaptable individual with exceptional interpersonal skills and talent for building relationships.
- Known for delivering outstanding service and enhancing client satisfaction.
- Focused on fostering positive interactions and creating a collaborative environment.
- Delivered services to customer locations within specific timeframes.
- Identified and reported equipment malfunctions, defective parts, and materials to the appropriate supervisor.
- Identified issues, analyzed information, and provided solutions to problems for 25+ clients daily.
- Did troubleshooting for cable, underground junction boxes, and conduit by utilizing specialized equipment and devices.
- Performed troubleshooting and equipment testing to identify and correct problems end-to-end and network-wide.
CLIENT SERVICES ACCOUNT COORDINATOR
Spectrum Enterprise
03.2023 - 08.2023
- Created Opportunities and Service Requests for the processing of upgrades, downgrades, and disconnects, as well as followed up on requests to ensure SLA times
- Enhanced client satisfaction by promptly addressing inquiries and resolving issues in a timely manner
- Managed 20+ client accounts daily, ensuring accurate documentation and efficient communication for optimal results
- Developed strong relationships with clients to understand their needs, leading to increased account retention and growth
- Collaborated with internal teams to develop customized solutions for clients, resulting in improved service offerings
- Supported peers while also working to exceed expectation in mastery of role
- Role was dissolved and, while meeting existing obligations, also trained, mentored, and monitored the hand off of duties to receiving teams to ensure continuity and prevent client affecting service gaps during transition
- Left position with exemplary marks
- Have since pursued education to better prepare for desired long-term position
CLIENT SERVICES REPRESENTATIVE II (BILLING AND MACD)
Spectrum Enterprise
05.2021 - 03.2023
- Enter 20+ cases daily in order to assist client needs, including credit cases, back-office changes, management requests, and finance cases for billing issues
- Delivered exceptional customer service by actively listening to concerns and leveraging available resources to provide prompt paths to resolution
- Helped a large volume of customers every day with a positive attitude and focus on customer satisfaction
- Coordinated with operations staff to resolve service problems and boost client satisfaction
- Actively worked to develop my skills and mastery of all aspects of the department to become uniquely cross-trained
- This allowed me to provide backup support for organizational leadership
- Promoted to Rep II through consistently exceeding performance standards
- Selected to consistently participate in nearly all pilot programs based on work performance, being able to work effectively, individually, and in a team environment, and ability to provide constructive feedback
- Provided invaluable insight and support through continued knowledge development and experience from previous roles to alleviate service failures caused by extra-departmental gaps
TECHNICAL SUPPORT REPRESENTATIVE II
Spectrum Business
06.2019 - 05.2021
- Uses diagnostic tools to address technical inquiries and get services running smoothly
- Used ticketing systems to manage and process support actions and requests
- Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues
- Resolved complex, diverse range of technical problems through effective troubleshooting techniques across multiple systems and applications for customers across various time zones, enhancing the user experience
- Identify service failures with a sense of urgency to promptly address customer concerns and affirm confidence in products and company
- Participated in 5+ pilot projects and provided valuable feedback that was implemented to promote successful rollouts of new processes, applications, and procedures
- Routinely selected by leadership to provide advanced support and mentoring to peers
- Nominated and selected routinely for distinguishing awards for excellence in customer service
Education
Network Cloud Support and Cybersecurity -
Central Texas College
Killeen, TX04-2025
Diploma -
Copperas Cove Highschool
Copperas Cove, TX06-2009
Skills
- Analytical & Conceptual Problem Solving
- Database Software & CLI Configuration
- Salesforce & CRM Systems
- Networking Concepts & Routing Protocols
- TCP/UDP & Subnetting
- Network Topology
- Ticket Systems & Management
- Detail Oriented Data Analysis
- Microsoft Office Suite
- Inter/Intrapersonal Communication Skills
- Conflict Resolution & Escalation Management
- Performance Improvement
Project Accomplishments
- Developed a network proposal for company expansion to include networking cables, drops, hardware and software, security, and timeline for completion. Provided a cost analysis for computers, servers and cabling with a detailed diagram showing location of network devices and type of topology.
- Designed a network able to be implemented within a school system utilizing the TCP/IP model with networking analogy, complete with diagram for topology locations and networking flow including routing, wireless capabilities, and VoIP services. Both projects were accepted with merit due to thoroughness in planning and implementation that exceeded expectation standards.
Communication Skills
- Proven track record for being able to communicate effectively with broad audiences. Consistently selected for opportunities involves conveying information and ideas to high level engineering, as well as internal and external customers.
- Proven track record for being able to communicate effectively in a variety of forms such as process documentation, orally, clearly documenting changes, management and client interactions, and professional inter-office communication.
Timeline
Technical Support Representative
Spectrum Enterprises LLC, A Charter Communications
04.2024 - Current
CLIENT SERVICES ACCOUNT COORDINATOR
Spectrum Enterprise
03.2023 - 08.2023
CLIENT SERVICES REPRESENTATIVE II (BILLING AND MACD)
Spectrum Enterprise
05.2021 - 03.2023
TECHNICAL SUPPORT REPRESENTATIVE II
Spectrum Business
06.2019 - 05.2021
Network Cloud Support and Cybersecurity -
Central Texas College
Diploma -
Copperas Cove Highschool
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