Kelton Jackson
Joshua,TX
Summary
Driven Technical Operation Supervisor with a proven track record at Charter Spectrum, adept in troubleshooting and customer support. Excelled in enhancing customer experience and team leadership, managing a team of 13 technicians with a focus on safety and compliance. Skilled in telecommunications and problem-solving, consistently ensuring quality service delivery and operational excellence.
Overview
35
35
years of professional experience
Work History
Technical Operation Supervisor
Charter Spectrum
2006.10 - 2024.09
- Actively and consistently support all efforts to simplify and enhance the customer experience.
- Ensure responsiveness and first-time resolution to installation and trouble call work orders while adhering to company quality and safety standards.
- Ensures quality control checks are completed satisfactorily; resolve escalated customer problems as necessary.
- Provides quality assurance support and direction to field staff regarding new or existing technologies.
- Performs field safety observations and quality control checks in accordance with company TQA requirements.
- Responsible for Team of 13 technicians
- Resolves and proactively prevents customer escalations
- Establishes positive employee relations through effective individual and team communication and provide ongoing support
- Regularly observes and mentors employees in regard to safety, quality, productivity and well-being
- Coordinate and reinforce employee training to ensure Technical Quality Assurance (TQA) standards are met.
- Performs practical field evaluations to verify technical competencies and safe practices; provides necessary feedback
- Ensures staff has and maintains necessary company-issued tools and equipment
- Facilitates cross-functional communications and cooperation with internal departments and service partners
- Instills knowledge of all company products and services
- Maintains records and documents in accordance with company policies and procedures
- Adheres to industry specific local, state, and federal regulations, as applicable
- Knows, understands and follows company policy
- Performs other duties as requested by manager
Fiber to Premise Techician
Verion Technology
2005.01 - 2006.10
- Maintained a safe work environment by strictly adhering to established safety protocols and guidelines.
- Trained new technicians on standard operating procedures, ensuring consistency across the team.
- Performed troubleshooting and diagnosis on malfunctioning equipment.
- Completed complex repairs quickly by leveraging strong diagnostic skills and attention to detail.
- Inspecting, testing, and repairing equipment used in telecommunications networks
- Installing new fiber optic networks and repairing existing ones as needed
- Installing and maintaining equipment used in telecommunications networks such as routers, switches, and repeaters
- Organizing maintenance schedules
- Replacing old fiber optics cables
Maintenance Technician
Time Warner Cable
2000.06 - 2006.02
- Operated varied hand and power tools to complete repairs.
- Used problem-solving skills to alleviate issues efficiently with minimal supervision.
- Troubleshot equipment breakdowns and performed preventive maintenance.
- Followed work orders and specifications for machine and equipment replacement, repair, or maintenance.
- Repair and Replace equipment both aerial and underground
- Work with 119 volts as well as 90 volts AC.
Service Technician
Time Warner
1990.03 - 2000.02
- Explained diagnostic findings to customers and outlined repair or service options.
- Installed new equipment and explained operation and routine maintenance protocols to customers.
- Inspected equipment to diagnose operational issues.
- Adhered to safety protocols and policies to reduce workplace hazards.
- Worked well with customers to fully understand that issues to find a quick resolve.
- Coached and trained new hires.
Education
No Degree - Management
National Cable Technical Insitute
Denver, CO03.2019
No Degree - Telecommuncation
National Cable Technical Institute
Denver, CO06.2015
No Degree - Maintenance Technician
National Cable Technical Institute
Denver, CO03.1994
No Degree - Telecommuncation Service Technician
National Cable Technical Institute
Denver, CO10.1992
High School Diploma -
H. Grady Spruce
Dallas, TX09.1987
Skills
- Troubleshooting issues
- Safety policies
- Customer Support
- Safety practices
- Management lead team of 13 technician
- Problem solving
- OSHA
- Listener
- Time management
- Telecommunications
Affiliations
- SCTE
Timeline
Technical Operation Supervisor
Charter Spectrum
2006.10 - 2024.09
Fiber to Premise Techician
Verion Technology
2005.01 - 2006.10
Maintenance Technician
Time Warner Cable
2000.06 - 2006.02
Service Technician
Time Warner
1990.03 - 2000.02
No Degree - Management
National Cable Technical Insitute
No Degree - Telecommuncation
National Cable Technical Institute
No Degree - Maintenance Technician
National Cable Technical Institute
No Degree - Telecommuncation Service Technician
National Cable Technical Institute
High School Diploma -
H. Grady Spruce