JOSHUA GUTIERREZ
Magnolia,TX
Summary
Driven by a passion for excellence, I leveraged my advanced troubleshooting and team leadership skills at Comcast/Xfinity to enhance network reliability and customer satisfaction. My expertise in structured cabling and ability to inspire team collaboration resulted in a significant improvement in service quality, embodying my commitment to technical innovation and positive customer experiences.
Overview
7
7
years of professional experience
Work History
Network Communication Technician 4
Comcast/Xfinity
Houston, TX
10.2022 - Current
- Kept existing communication networks operational through routine servicing.
- Researched, identified, and resolved technical issues related to communications equipment.
- Installed, configured and maintained network cabling systems according to industry standards.
- Tested and troubleshot copper and fiber optic cables for connectivity issues.
- Monitored system performance through regular testing of hardware components.
- Provided technical support to customers experiencing communication problems.
- Configured wireless access points for secure data transmission between multiple sites.
- Diagnosed and resolved complex network issues in a timely manner.
- Created detailed reports on the status of all communications networks.
- Assisted in performing upgrades to existing communication infrastructure.
- Investigated customer complaints regarding poor service quality or connection speeds.
- Researched emerging technologies related to communications networking.
- Analyzed usage trends and developed strategies to optimize system performance.
- Coordinated with vendors on the acquisition of new hardware components.
- Tracked inventory levels of spare parts used in repairing network devices.
- Ensured compliance with applicable regulations related to telecommunications services.
- Read blueprints and repair manuals to identify and repair mechanical problems.
- Installed, set up and repaired devices and system components.
- Measured, cut, spliced and installed wires and cables.
- Disassembled equipment, inspecting and tested wiring to locate and repair problems.
- Read and interpreted technical drawings, maps and blueprints prior to starting tasks.
- Logged service calls and closed work orders by recording issues resolved and services provided.
- Provided on-call support for critical issues, ensuring high availability of telecommunications services.
- Ensured compliance with federal, state, and local regulations regarding telecommunications systems.
- Troubleshot complex network issues, resolving problems to minimize downtime.
- Upgraded telecommunications equipment and software to improve system capabilities and performance.
- Tested repaired, newly installed or updated equipment to drive proper function and conformance to specifications.
- Tested connections to verify power supplies and communication link functionality.
- Assembled and installed communication equipment.
- Climbed poles and ladders to install, maintain or inspect equipment.
- Ran wires between components and to outside cable systems.
- Installed, tested and maintained fiber optic cables in both aerial and underground environments.
- Terminated and spliced single-mode and multi-mode fibers using fusion splicing techniques.
- Maintained records of splice closures, termination boxes, patch panels.
- Performed troubleshooting and repair of fiber optic networks including OTDR testing.
- Participated in regular team meetings to discuss project progress and provide feedback on areas needing improvement.
- Conducted tests on fiber optic cables and corrected faults.
- Reviewed line drawings to locate and splice buried fiber optic cables.
- Constructed cases to surround and protect splices.
- Used tools, equipment, and instruments safely to avoid mishaps.
- Performed splicing, bonding, grounding and terminations of cables.
- Completed line work at heights using bucket trucks and underground using access points.
- Handled multiple simultaneous deployment projects against strict deadlines.
- Pulled lines to proper tension for safety and durability of installation work.
- Developed strategies for problem solving and conflict resolution among team members.
- Prioritized and organized tasks to efficiently accomplish service goals.
- Identified needs of customers promptly and efficiently.
- Collaborated closely with team members to achieve project objectives and meet deadlines.
- Approached customers and engaged in conversation through use of effective interpersonal and people skills.
- Provided support and guidance to colleagues to maintain a collaborative work environment.
- Exceeded customer satisfaction by finding creative solutions to problems.
- Utilized advanced technical skills and expertise to troubleshoot complex problems and implement solutions.
- Recognized by management for providing exceptional customer service.
- Managed time effectively to ensure tasks were completed on schedule and deadlines were met.
Residential Technician
Comcast/Xfinity
Houston, TX
03.2018 - 10.2022
- Performed work for residential and multi-complex customers, including connecting, reconnecting, or altering services
- Troubleshoot and diagnose systems using speed, ping, and related tests
- Educated and guided customers on equipment use, setup procedures and troubleshooting strategies
- Completed tests on system components using Volt-OHM meters, spectrum analyzers and other useful tools
- Set up services for customers by installing, connecting, testing, and adjusting equipment to their satisfaction
- Scanned customers cable systems electronically to pinpoint potential problems with the XM2 Meter and Howler Device
- Measured signal strength at tap with XM2 device to ensure Network is performing at an optimal pace
- Improved rate of resolved trouble calls and Chronic calls by implementing my systematic and thorough routine
- Anticipated and analyzed common connectivity workflow problems
- Handled a special project against strict deadlines to make sure modems were installed in 260 apartments
- Used all tools, equipment and vehicles in a safe and efficient manner to avoid injuries and mishaps to myself and others
- Installed, upgraded and provided troubleshooting services for physical cable TV, internet, telephone and security equipment
- Installed outlets, drops, converters, modems, and digital terminals
- Performed troubleshooting by inspecting equipment and measuring signals to identify issues
- Completed upgrades, downgrades, and wiring for single and multifamily residences
- Repaired equipment to support continual service
- Promoted additional services and products to increase sales
- Manage service records and reports regarding work order status and customer satisfaction to maintain performance effectiveness
- Enhanced TNPS customer satisfaction ratings by efficiently resolving technical, on-site, billing, and account issues
Education
High School Diploma -
Spring High School
Spring, TX05.2011
Some College -
Air University
Montgomery, ALSkills
- Troubleshooting Abilities
- Diagnosing Issues
- Critical Thinking
- Computer Skills
- Reliable and Trustworthy
- Friendly, Positive Attitude
- Configuring Devices
- Team Management
- System Repairs
- Device Configuration
- Microsoft Office
- Training & Development
- Leadership Skills
- Teambuilding
- Advanced troubleshooting
- Structured cabling
- Troubleshooting and repair
- Diagnosing issues
- Writing reports
- Installing equipment
- Equipment safety
- Installation and maintenance
- Safety practices
- Engineering plans
- Troubleshooting and resolution
- Signal testing
- Test equipment operation
- Work order completion
- Safety awareness
- Efficient multi-tasker
- Team leadership
- Line management
- Public speaking
- Processes and procedures
- Customer service
- Priority management
- Employee motivation
- Expectation setting
- Network infrastructure
- Risk mitigation planning
- Technical support scheduling
- Information confidentiality
- Digital solutions
- Change management
- Technical leadership
- Team collaboration
- Technical support oversight
- Documentation and reporting
- Operating system management
- Virtualization
References
- Samuel Lopez, TechOps Supervisor, (832) 776-7086, Samuel_Lopez@cable.comcast.com
- Anthony Eustate, Sales Engineer, (281) 723-3685, Anthony_Eustate@cable.comcast.com
- Thomas Baker, Director, Safety, (713) 637-5594, Thomas_Baker4@comcast.com
References
References available upon request.
Timeline
Network Communication Technician 4
Comcast/Xfinity
10.2022 - Current
Residential Technician
Comcast/Xfinity
03.2018 - 10.2022
High School Diploma -
Spring High School
Some College -
Air University