James Decker

• Used ticket management system to assign, route and escalate issues.
• Handled interdepartmental communication regarding escalation of Fiber and cellular outages and issues.
• Created and maintained routes for Enterprise Fiber technicians.
• Provided office-side support for Enterprise Fiber technicians.
• Created and organized long-term schedules for dozens of technicians each night.
• Provided troubleshooting support for Fiber/Coax related Enterprise issues.

In this role, studied the provided material and took the tests necessary to increase ranking as high as the posted position would allow.

• Applied personal knowledge to a new role (RSC TCM) created specifically with the intent of decreasing unnecessary expenditure of resources in target areas, with a focus in advanced troubleshooting of large-scale infrastructure
• Role was created after compiling and presenting data drawing attention to an oversight in procedural redundancy, resulting in scope adjustment to better target root-cause issues, saving both time and money across multiple departments
• Simultaneously created, routed, and adjusted routes for fiber technicians as well as maintenance technicians to address outages of large scale fiber infrastructure as well as corporate connection points
• Functioned as a direct link between point of contact for large and small scale businesses, and fiber technicians, to provide better clarity and punctuality, creating a smooth operating environment

• Working as a point of contact for dental practice IT support with issues using the HS1 software, Dentrix
• Worked on multiple end-point devices simultaneously using proprietary remote desktop software
• Worked directly on server-level SQL troubleshooting when necessary using remote desktop software

• Troubleshooting with customers directly using specific guidelines focusing on the root cause of internet/phone issues
• Managed provisioning systems for customer equipment
• Provided information upon request regarding company policy/procedure
• Awarded Gold and Silver several times for outstanding metric-based performance
• Special projects: Troubleshooting Database Tool creation (Implementation of a coherent and partially automated troubleshooting database tool now used throughout the company)
• Floor Support Stand-in Supervisory position (Lead)