Joseph Parnell
Newton,IA
Summary
- Multi-faceted, efficient, and reliable professional with 15+ years of extensive experience in computer hardware and software; digital communications; telecommunications; and problem solving.
- Methodically troubleshoots and isolates, then resolves or escalates all facility technical issues. Clearly documents on ticket system all actions taken, clarifying the status of all issues at all times.
- Able to work with both technical and non-technical end users, helping them understand and work with a variety of computer applications. Customer Service:
- Resolves problems and communicates progress at all times.
- Exceeds end-user expectations at all times, even with the most demanding customer.
- Consistently maintains low Average Call Handle time high First Call Resolution rate. Hardware and Software:
- Troubleshoot and document hardware and connectivity issues at client facilities.
- Documents all actions taken so other team members are cable of follow-through as necessary.
- Maintains professional curiosity to rapidly learn new software and obtain certifications in same.
Overview
24
24
years of professional experience
Work History
Ambassador/Provisioning/Dispatch/Programing/Repair
Lumen
Newton, IA
05.2020 - Current
- Working with Lead Project Managers, Structure Loading Team, Programmers, and supervisors to ensure successful completion of installation and network connection for the client
- Project Development Wifi 360 Product subject matter expert
- Voice, DSL, and fiber internet issue resolution using all available proprietary programming tools
- Triage incoming requests and spot trends in customer issues to flag for other teams or support organizations
- Follow up with customer, technician, or other departmental employees to ensure service affecting work is being completed by the committed due date
- Project management Knowledge of dispatch systems and how to schedule route technicians.
IT Technician/CFO
Twin Cities IT
Saint Paul, MN
11.2017 - Current
- Helping set up hardware or software
- Diagnosing connectivity or data access problems, answering questions about hardware or software, and helping users access shared drives and devices
- Development of website and application for IPhone/android platforms
- Overseeing Deployment of partnerships in the community to sell products and services
- Taking Client/customer Calls for Technical Support.
NOC/ Support Tier 2/Escalation Desk/Business Tier 2/Dispatch/Workforce Managment
Comcast
Denver, CO
08.2000 - 03.2015
- Responsible for providing advanced technical support & service to internal and external customers by promptly answering escalated inquiries, and troubleshooting
- Resolve tickets regarding Comcast Digital Voice and Comcast Internet Services within a 24-hour time frame in a Remedy ticketing environment
- Prioritize and triage by confirming diagnostic results obtained by others and as necessary, perform additional diagnostics to identify the root cause of the problem and to determine the appropriate solution and execute the most logical fix
- Communicate fix by documenting trouble ticket at a level of detail commensurate with Tier
- Resolved customer escalations from the Better Business Bureau, Attorney General's Office, Local Franchise Authority and Comcast Corporate
- Entered all complaints into a data base with a resolution and customer contact
- Provided answers on technical questions and billing via email on Comcast High Speed Internet and Comcast Digital Cable for customers using the live chat function on Comcast.net
- Demonstrated and ensured compliance with Customer First philosophy
- Assisted Comcast Business Class internet customers with modem registration and setting up email accounts
- Advanced Troubleshooting with connectivity issues and email including software problems for Windows and Macintosh and ensured a 24-hour resolution on all business requests
- Ensured Comcast Digital Voice orders for ported numbers were ready for day-of-install
- Coordinated with the portability department to reschedule ports and process manual requests
- Processed customer service requests for trouble calls and dispatch inquiries
- Performed quality checks of pending orders as well as other pre-provisioning and day-of-install duties to ensure smooth installation for business customers
- Monitored work queues, compiled data, and rescheduled customer installs while performing dispatch and routing duties.
Education
Associate of Science -
University of Phoenix
Tempe, AZ08-2024
IP/Networking Support Degree -
St. Paul Technical College
01.2000
Skills
- Active Directory
- Remedy
- Password Resets
- Internet Connectivity
- Billing System
- Customer Service
- Service Now
- Mac/Windows
- Windows Server
- Cisco IP Phone Switch
- Cisco Routers
- Mac/Windows support environment
- Windows Server 2003-2008
- Cisco Routers/Diagnostic and Repair
- Microsoft MCDST/MCP Trained
- Active Directory Support 2003-2008
- CompTIA A Trained
Hardware And Software
True, True, True
Customer Service
True, True, True, True, True
References
References available upon request.
Timeline
Ambassador/Provisioning/Dispatch/Programing/Repair
Lumen
05.2020 - Current
IT Technician/CFO
Twin Cities IT
11.2017 - Current
NOC/ Support Tier 2/Escalation Desk/Business Tier 2/Dispatch/Workforce Managment
Comcast
08.2000 - 03.2015
Associate of Science -
University of Phoenix
IP/Networking Support Degree -
St. Paul Technical College