Lamonte Brooks
New Orleans,LA
Summary
Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
15+ years of experience of Telecommunications and Technical support for Engineering and Maintenance Operations for Mainstream Media to include Radio/Television Station and Broadband Network Operations. Able to provide sound judgment and technical guidance. Demonstrates proficiency in the areas of maintenance, repair, troubleshooting, inspection and installation of complex equipment and systems. Experienced in performing standard hardware and software maintenance during high stress situations. Able to work with limited guidance. Resourceful Specialist offering expertise in problem-solving, data analysis and customer service. Adept at quickly learning new technologies and processes for driving success. Proven track record of successfully managing multiple projects and developing innovative solutions.
Relevant Experience: Microsoft Windows (All versions), Microsoft Office (All versions), LAN/WAN networking, Computer Cabling, DOCSIS Applications, CLI and FSM Protocol, Advanced Networking Manuals i.e. Ping, Trace Routing and switch configuration, batch hardware configuration and identification, help desk troubleshooting/repair
Overview
16
16
years of professional experience
1
1
Certification
Work History
Virtual Install Specialist
ADT
10.2023 - Current
- Increased team productivity by collaborating effectively with fellow technicians, sales representatives, and clients.
- Ensured accurate and complete installations by closely following manufacturer guidelines and adhering to industry best practices.
- Improved customer satisfaction by providing timely and efficient installations of 200-225 cases a month of various equipment.
- Continuously updated technical knowledge through training sessions, workshops, and self-directed learning to provide exceptional service to clients.
- Provided outstanding customer service before, during, and after the installation process for seamless experiences.
- Troubleshot complex issues during installations, applying problem-solving skills for swift resolution.
- Reduced installation times with efficient planning, scheduling, and organization of tasks.
- Assisted in training new install technicians on company procedures, equipment handling techniques, and troubleshooting methods to enhance overall team performance.
- Enhanced client trust and confidence through clear communication, explanation of services, and addressing any concerns promptly.
- Delivered high-quality installations that resulted in satisfied customers.
- Proactively identified potential challenges or obstacles in the installation process to avoid delays or complications.
- Diagnosed and troubleshot system faults, identifying equipment issues and resolutions.
- Provided technical support and training to users on new systems to ease transitions.
Regional Operations Specialist
Spectrum
03.2020 - 09.2021
- Monitored Texas OSP network for signal outage/degradation, triaged alarms for severity/dispatched to network techs per SLA requirements, assigned/routed technicians for all 3 TX regions (approximately 100-150 technicians in total), assisted tech/contractors with troubleshooting of OSP and ISP hardware in coordination with ISP techs, documented and assisted techs with completion and follow up of service/outage tickets (including escalation according to severity and SLA guidelines)
Operations Support Specialist – Commercial
Spectrum
02.2015 - 03.2020
- Enhanced customer satisfaction by resolving 185-200 calls for issues per day promptly and providing excellent communication throughout the resolution process.
- Providing desktop and mobile computing support to field technicians, analyze/diagnosing problems, and re-establishing network communication
- Assisting technicians with scripting and configuration of network hardware using Telnet, web-based applications and troubleshooting on networking hardware and applications
- Assisted warehouse with batch inventory management (installation of firmware and protocols to devices) and recovery and decommissioning for disposal
- Assisted project manager and order management departments with issues and documentation in Salesforce
- Assisted end-user customers with connectivity/ usage issues using remote systems to analyze/repair devices and investigate signal issues
Voice Operations Specialist
Spectrum
05.2012 - 02.2015
- Processed, inspected and facilitated 90-100 digital phone orders per day for errors in parameters, quality and completion
- Promoted to Assistant Lead to facilitate training of new employees and preparation of daily reports for presentation to management
- Handled 25-50 escalations from AT&T, Verizon, T-Mobile and other phone providers per day regarding the porting and Firm Order Commitment status of phone number transfers to and from Time Warner Cable
Service Technician II
Spectrum
03.2008 - 05.2012
- Installed, repaired, provided maintenance and troubleshooting techniques for visual and audio systems for residential and business customers
- Conducted on-call operations for emergency restoration services for signal outages
- Conducted power supply and preventive maintenance for feeder/distribution and trunk systems
- Performed troubleshooting procedures to improve quality of trunk systems, specifically in the areas of proper signal level, picture and audio quality
- Assisted customers with configuration and network connectivity(including PC (laptop/desktop) and mobile device troubleshooting)
- Served as a training official for over 6 new trainees in the areas of repair, monitoring, and internet systems protocol
Education
MBA -
Keller Graduate School of Management
Irving, TX05.2013
BA Communications -
University of New Orleans
New Orleans, LA06.1998
Skills
- Customer Relations
- Expert Problem Solving
- Documentation Management
- Quality Assurance
- Advanced Communication
- Technical communication
- Management collaboration
- Teamwork and Collaboration
- Problem-Solving
- Multitasking
- Excellent Communication
- Analytical Thinking
Certification
- CompTIA Network + certification, 01/23
- Certificate, NCTI – Operations Center Technical Support, Spectrum, 11/19
- Certificate, NCTI –Applying WIFI Technologies, Spectrum, 11/19
- Certificate, Working With TCP/ IP, Spectrum, 11/19
- Certificate, NCTI – High Speed Data Customer Service, 08/16
- Certificate, Microsoft Office/Excel Spectrum, 08/16
- Certificate, CLI and FSM Training Course, Spectrum, 09/06
- OSHA and NEC Training, Spectrum, 09/06
- Network Cabling Course, non-certificate, Spectrum, 09/06
- Certificate, Record and Information Management, Spectrum, 09/06
Awardsanddecorations
- Charter Champions Certificate 2017, 2019
- Nomination for MVP Award (Time Warner Cable) ’10
- Treasurer, Kappa Alpha Psi 92-95
Timeline
Virtual Install Specialist
ADT
10.2023 - Current
Regional Operations Specialist
Spectrum
03.2020 - 09.2021
Operations Support Specialist – Commercial
Spectrum
02.2015 - 03.2020
Voice Operations Specialist
Spectrum
05.2012 - 02.2015
Service Technician II
Spectrum
03.2008 - 05.2012
MBA -
Keller Graduate School of Management
BA Communications -
University of New Orleans