Jenniffer Leal

• Coordinated field technician dispatch for installations across SFUs, MDUs, and business locations.
• Reviewed software and hardware options to suggest upgrades and process improvements.
• Supported infrastructure sites, including hub sites and ground zeros, for business and maintenance requests.
• Monitored daily schedules and adjusted plans through ongoing communication.
• Troubleshot issues and escalated cases when needed.
• Assisted field technician requests during installation work.
• Supported after-hours emergencies, including nights, weekends, and holidays, with customer communication.
• Updated Jira tickets accurately and kept records current.

Supported customers with data connectivity issues by guiding troubleshooting steps and rebooting hardware.

• Reviewed data in Mimosa Cloud, including PHY rates, RX signal, noise, LAN speed, connection, and packet loss.
• Scheduled service calls when additional support was needed.
• Responded to customer service emails within standard response window through Zendesk ticketing system.
• Performed router authentication for customer accounts.
• Helped customers with online billing access and account issues through Azotel.
• Generated invoices for customer billing needs.
• Assisted marketing team with file updates and documentation.
• Answered calls through Intermedia Unite.
• Answered call via IntermediaUnite.

• Supported medical terminology, telephone triage, and appointment scheduling.
• Recorded vital signs and medical histories to prepare patients for exams.
• Prepared rooms and patients for physician, nurse practitioner, and nursing visits.
• Assisted with procedures as needed.
• Used electronic medical record (eCW) system.
• Handled multiple phone lines and routed messages to staff.

• Handled incoming customer and associate relation calls.
• Confirmed appointments by contacting customers.
• Ordered equipment to support installation availability.
• Worked with HR manager, technician supervisors, and warehouse manager to keep daily operations running smoothly.
• Monitored alarm technicians through Citrix RDS.
• Held daily meetings.

• Supported live chat dispatching, call routing, and customer service through Zendesk and 8x8 call center software.
• Evaluated user feedback to improve overall efficiency of operations support services.
• Provided administrative support in office and team settings.
• Assisted with outside project work related to Google Express merger.
• Helped onboard new drivers to Flywheel and supported Flywheel promotion team.
• Part of Flywheel promotion team.
• Adapted quickly to startup environment.

• Managed daily driver operations, using Workforce and Fleetmatics to track routes and fleet activity.
• Managed 22+ technicians with limited backup support.
• Supported technicians with job-related issues through email, phone, and Citrix RDS by adding and removing account codes.
• Answered customer concerns and questions while maintaining strong knowledge of company policies to reduce call transfers.
• Resolved software issues in TechNet by troubleshooting technical problems and supporting user needs.
• Handled customer concerns and questions with strong policy knowledge to minimize call transfers

• Monitored technician job assignments throughout day and adjusted schedules to meet ETA targets.
• Kept customers updated on technician status and job progress.
• Closed end-of-day reports in Microsoft Excel and handled two-way radio communication.
• Two way radio

• Monitored daily technician routes and tasks through clear communication using two-way radio, landline, and Microsoft Outlook.
• Provided support to technicians by placing group calls to Comcast support line.
• Delivered onsite help to technicians needing guidance with Technet software.