Kathleen Hozak
Social Services Worker
Howell,NJ
Summary
Dedicated professional with history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills. Enthusiastic and eager to contribute to team success through hard work, attention to detail and excellent organizational skills. Motivated to learn, grow and excel. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
33
33
years of professional experience
Work History
Video Hub Technician
Verizon
Freehold, NJ
02.2009 - 06.2022
- Rendered on-site installation services and support of basic to complex audio and video systems for residential and commercial based clientele.
- Performed systematic and high-quality diagnostic troubleshooting and repair or adjustment to integrated audio-visual systems.
- Created and maintained inventory of AV equipment and created documentation and instructions on proper usage.
- Monitored and repaired audio, video, control systems and video conferencing equipment.
- Pulled and terminated variety of cables.
- Performed tasks by using proper tools, materials, methods and safe practices in accordance with best industry practices.
- Performed service and system maintenance as directed.
- Pulled low-voltage cabling according to industry practices.
- Commended by management for continuous punctuality and superior performance.
- Verified th completed work was documented accurately and resolved discrepancies.
- Interpreted technical data from drawings, blueprints, schematics and service manuals.
- Fostered workplace safety and efficiency by identifying potential hazards and promoting workplace safety to over team members.
- Installed and configured new devices and system components.
- Responded to service requests during and after business hours.
- Worked closely with network administrators and server engineers to deliver quality service.
- Analyzed user-generated trouble tickets to determine causes of problems and took appropriate action for resolution.
- Read blueprints and schematics to correctly place equipment.
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
- Carried out day-day-day duties accurately and efficiently.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Worked flexible hours; night, weekend, and holiday shifts.
- Performed duties in accordance with applicable standards, policies and regulatory guidelines to promote safe working environment.
- Maintained energy and enthusiasm in fast-paced environment.
- Proved successful working within tight deadlines and fast-paced atmosphere.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
Network Technician
Verizon
Multiple Locations, New Jersey
09.2000 - 02.2009
- Troubleshot hardware and software to determine and rectify network problems.
- Performed necessary maintenance to support network availability.
- Installed cabling, wireless routers and telephone systems for data communications networks.
- Diagnosed and resolved hardware, software and network problems and replaced defective components.
- Traveled to remote office locations to install nodes and implement client software rollouts.
- Performed network diagnostics to determine performance levels of new installations and detect faults in existing infrastructure.
- Worked with outside vendors for fiber installations and service.
- Maintained thorough understanding of local area and wide area networking and components.
- Identified and immediately resolved issues with network devices.
- Replaced failed hardware in server rack systems, swapping hard disks, power supplies and other field serviceable components.
- Dressed and installed fiber cabling and hardware.
- Configured and maintained network backup and recovery procedures.
- Provided detailed reporting on performed maintenance and repairs to support overall network health and recovery efforts.
- Resolved customers' reported issues to satisfaction within 30 minutes or less of call.
- Installed patches and performed backups, system builds and image updates.
- Collaborated with networking personnel at providers and data centers to determine origination points for faults and recover from malfunctions.
- Assessed and responded to network system alerts, prioritizing serious faults to rapidly address downtimes.
- Performed tracing and patching operations for copper networks.
Customer Service
Verizon
, NJ
09.1989 - 09.2000
- Provided primary customer support to internal and external customers.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Cross-trained and backed up other customer service managers.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Investigated and resolved customer inquiries and complaints quickly.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Trained staff on operating procedures and company services.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Communicated professionally with colleagues, freelancers and clients.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
Education
Bachelor of Arts - Human Services
Southern New Hampshire University
Hooksett, NH03.2023
Bachelor of Science - Telecommunications
Pace University
New York, NY05.2017
Skills
- Critical Thinking
- Active Listening
- Complex Problem-Solving
- Learning Strategies
- Microsoft PowerPoint
- Clerical Support
- Technical Assistance
- Equipment Installation
- Test Equipment
- Operational Procedures
- Accurate Documentation
- Reading Comprehension
Union Alternate Steward
Actively participated as Union Steward in service of all members. Actively engaged in union activities locally.
Volunteer
Currently active volunteering with New Jersey Angels. We provide a sense of community and support for fostering families through intentional giving, relationship building, and mentorship.
Timeline
Video Hub Technician
Verizon
02.2009 - 06.2022
Network Technician
Verizon
09.2000 - 02.2009
Customer Service
Verizon
09.1989 - 09.2000
Bachelor of Arts - Human Services
Southern New Hampshire University
Bachelor of Science - Telecommunications
Pace University
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