John J. Rios
Lake Mary
Summary
Experienced provisioning technician with expertise in network configuration and management. Adept at ensuring system reliability and upholding high standards. Known for exceptional team collaboration and consistently achieving results in fast-paced environments. Utilizing technical skills and adaptability to drive success.
Overview
8
8
years of professional experience
Work History
Local number porting and Provisioning Technician
Comcast Business
09.2021 - Current
- Review submitted Port Out requests for single PRI, 2 PRI and 4 PRI to determine order accuracy, data and authorization to allow new local exchange carriers to activate requested telephone numbers
- Retrieve customer service records for single PRI, 2 PRI and 4 PRI utilizing Local Exchange Carrier business rules, intervals and escalation protocols
- Coordinate, translate and submit Local Service request for single PRI, 2 PRI and 4 PRI by effectively utilizing Local Exchange Carrier business rules, intervals and escalation protocols
- Coordinate, translate and submit Directory Assistance/Listing Service request for single PRI, 2 PRI and 4 PRI by effectively utilizing Local Exchange Carrier business rules, intervals and escalation protocols
- Troubleshoot and resolve issues related to Local Service, Directory Assistance/Listing Service and Port Out requests
Tier 2 Advanced technical repair agent
Comcast Business
09.2018 - 09.2021
- Responsible for providing advanced technical support & service to our internal and external customers by promptly answering escalated inquiries, providing accurate information while troubleshooting and problem solving
- Assumes ownership of any issue escalated from Tier 1
- Follow up and customer call backs included
- Effectively troubleshoots issues & equipment relating to connectivity, network, equipment, identifying LAN issues, email and mail delivery problems, client configuration, domain issues, PC/Mac workstation configuration, DNS problem and proxy server configurations, server level issues, and webhosting
- Follow up with all issues to ensure MTTR and clearly documenting tickets
- Prioritizes workload and manages multiple time sensitive issues at once
Technical support rep, Tier 1
Comcast Business
04.2017 - 09.2018
- Acted as a product consultant to business owners by articulating product features and benefits and making recommendations for new lines of business, upgrades or other services based on customer needs/interests
- Supports growth of Comcast Business by introducing customer to new products, higher tiers of service, etc
- On all eligible calls
- Interacted with small and medium business customers via telephone or email to assist with billing issues
- Strived for First Call Resolution while handling all issues with urgency, ownership and accountability
Education
Associate of Science - Cybersecurity
Seminole State College of Florida
Sanford, Florida04.2025
Cybersecurity College Credit Certificate -
Seminole State College of Florida
Sanford, Florida12.2023
Bachelor of Arts - History, Political Science
Florida State University
Tallahassee, Florida08.2014
Skills
- Customer Experience
- Information Security
- Network Surveillance
- Problem Solving
- Troubleshooting
- Learning Quickly
Timeline
Local number porting and Provisioning Technician
Comcast Business
09.2021 - Current
Tier 2 Advanced technical repair agent
Comcast Business
09.2018 - 09.2021
Technical support rep, Tier 1
Comcast Business
04.2017 - 09.2018
Cybersecurity College Credit Certificate -
Seminole State College of Florida
Bachelor of Arts - History, Political Science
Florida State University
Associate of Science - Cybersecurity
Seminole State College of Florida
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