Joseph Pimpo

• Performed surveillance of HFC network using all applicable ROC systems, telemetry, alarms, topology, tools and other sources of information to identify network outages and basic impairments, document and prepare tickets and SRO's, engaged appropriate fix agents, and minimize customer impact of any service interruption or network impairment.
• Understands HFC architecture, principles, various alarm sources, and other available data relate to specific outage conditions.
• Acknowledged outage and basic impairment alarms and performed basic to intermediate troubleshooting, analysis, triangulation and correlation of HFC alarms and other data sources to identify, ticket, and generate SROs for outage events and basic network impairments in accordance with the Regional Operations Center (ROC) Playbook.
• Created node level tickets and SRO's from daily Node Health Reporting notifications and communication of network events using established protocols and support systems as defined in the ROC Playbook or by the ROC management team.
• Tracked and managed outage events, basic impairments to resolutions, and managed basic coax Change tickets in accordance with all guidelines and procedures described in the ROC Playbook including proper resolution of tickets and jobs.
• Communicated the status of outage events and escalated as necessary in accordance with established standards and the ROC Playbook.
• Took appropriate action and/or worked with the appropriate teams to set up phone call deflection in the IVR and trouble call blocking for ROC-owned issues in accordance with ROC Playbook.
• Managed basic outage bridges in an organized and professional fashion.
• Responsible for routing and dispatching Maintenance Techs.
• Provided support to fix agents in the field, and resolved requests received from the fix agents.
• Created, managed, and resolved SROs for all activities routed to a maintenance technician from all work sources either through automation or manually including activities that may be ticketed in another system such as Remedy or through any other ticketing process.
• Managed line escalations in a proactive fashion and ensured positive ownership transfer between the initiating technician and the assigned maintenance technician including positive customer contact.
• Responsible for pre-implementation approval and processing of basic coax change activity including Pre/Post snapshots, E911 checks for all network interruptions and validation of service restoration.
• Helped to drive continuity, standards and compliance with the company's Network Protection Policy (NPP), Preventive Maintenance Plan amongst field engineers and technicians.
• Identified, documented and internally escalated issues related to groups outside the ROC where additional coordination was needed and assisted as needed.
• Promptly escalated issues and collaborated with others to resolve software and hardware issues.
• Performed other duties as assigned.

• Handled customer escalations providing excellent customer service to positively resolve customers issues within company guidelines.
• Expert in ACSR with the ability to work and close difficult work orders that often leave others my team stuck.
• Processed customer refunds and adjustments according to company policies.
• Maintained detailed notes on customers accounts to prevent any confusion on future calls
• Communicated with Supervisors and Managers in other departments to best resolve customers concerns.
• Participated in new hire training class and developed a new method of tracking attendance and adherence and provided support to new hire development.

• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
• Recommended products to customers, thoroughly explaining details.
• Answered product and service questions, suggesting other offerings to attract potential customers.
• Answered customer telephone calls promptly to avoid on-hold wait times.
• Offered advice and assistance to customers, paying attention to special needs or wants.
• Clarified customer issues and determined root cause of problems to resolve product or service complaints.
• Entered orders into CRM / OS / CSG computer database system.

As a Progress Partner / Ambassador

• Monitored new hire workflow and behaviors throughout training process.
• Educated agents on proper use of products and systems.
• Analyzed new hire performance and identified opportunities for additional training.
• Contributed to reductions in employee turnover by piloting new training programs.
• Monitored and reported new hire progress, introducing new learning tools to address individual needs.
• Supported productivity increase and business growth through new hire training and mentoring.

• Answered customer telephone calls promptly to avoid on-hold wait times.
• Offered advice and assistance to customers, paying attention to special needs or wants.
• Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
• Answered product and service questions, suggesting other offerings to attract potential customers.
• Entered orders into ICOMS / CRM.
• Utilized SCOPE to troubleshoot customers service.

• Transitioned between breakfast and lunch service, instilling a sense of urgency and learning to work in a timely matter in order to assure everything is completed on time.
• Set up and prepared cooking supplies and workstations during opening and closing to maximize productivity, making sure to not only set myself up, but assuring that those that are working with me, and those that come in after me are set up for success.
• Checked for quality, kept track of old and new items and rotated stock to confirm freshness of food and ingredients, paying attention to detail and following protocols critical for customer safety and satisfaction.
• Changed and sanitized cutting boards, benches and surfaces between tasks to avoid cross-contamination. Safety conscious, attention to detail, keeping customer in mind constantly in maintaining a high work ethic during execution of tasks.
• Instructed new staff in proper food preparation, storage, use of kitchen equipment and sanitation.
• Mentored staff in expectations and parameters of kitchen goals and daily work. In this role, I learned how to train in a fast paced environment, developed patience, conflict resolution, and learned a great deal in how to deal with various personality types.

• Produced innovative menu offerings to promote company awareness and customer satisfaction.
• Trained kitchen staff to perform various preparation tasks under pressure.
• Maintained high food quality standards by checking delivery contents to verify product quality and quantity.
• Placed orders to restock items before supplies ran out.
• Inspected freezer and refrigerator daily to check and maintain proper temperatures.
• Developed recipes, portion specifications and standard preparation procedures for all dishes.