Certifications
Jesse Fragapane
Pinellas Park,FL
Summary
Technical support agent with expertise in network diagnostics and hardware repairs. Proven ability to enhance customer satisfaction through effective troubleshooting and collaboration with cross-functional teams. Demonstrated success in resolving complex technical issues efficiently.
Overview
4
4
4
4
years of professional experience
Certification
- Cisco Certified Network Associate
- Junos, Associate (JNCIA-Junos)
- CompTIA Security+
- Certified Associate Python Programmer
Work History
National Field Support Agent III
Spectrum
Tampa, FL
02.2025 - Current
- Delivered technical support to customers, resolving issues with cable and internet services to enhance user experience.
- Diagnosed problems with networks, applications or hardware devices using various diagnostic tools.
- Collaborated with high-level field technicians to ensure satisfaction of Mid Market Large Business customers, addressing concerns promptly.
- Worked with the outage team and the maintenance team to ensure that multi node outages are resolved effectively
- Coordinated with construction team to create proper tickets and ensure timely job completion, minimizing service delays.
- Ensured that all work was completed according to established standards and procedures.
Electronics Repair Technician
uBreakiFix
Largo, Florida
12.2023 - 01.2025
- Diagnosed and repaired hardware issues in components including motherboards, processors, and memory modules, restoring device functionality.
- Performed repairs on smartphones, tablets, and computers efficiently.
- Diagnosed electronic device issues using specialized testing equipment.
- Configured new computer systems according to customer specifications to ensure optimal performance.
- Trained new technicians on repair techniques and customer interaction skills, enhancing team competency.
Verizon Sales Consultant
Cellular Sales
Largo, FL
04.2023 - 12.2023
- Engaged customers to identify their mobile service needs and preferences.
- Analyzed customer needs and preferences to recommend appropriate products.
- Assisted customers with account setup and troubleshooting mobile devices.
- Maintained up-to-date knowledge of industry trends and competitive offerings.
Customer Service Representative
The Home Depot
Pinellas Park, FL
06.2022 - 04.2023
- Resolved customer complaints efficiently and professionally.
- Assisted customers with product inquiries and selection.
- Guided customers through store layout to locate items easily.
- Processed merchandise returns and exchanges accurately.
- Maintained knowledge of store promotions and product features.
Education
High School Diploma -
Island Coast High School
Cape Coral, FL05-2022
Some College (No Degree) - Cyber Operations
University of Arizona
Tucson, AZ09-2026
Skills
- Technical support and troubleshooting
- Network monitoring and diagnostics
- VoIP systems expertise
- IPv6 fundamentals
- Hardware repair and maintenance
- Electronics setup and configuration
- Team collaboration and communication