Manuel Castro
San Diego,CA
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Areas of expertise include: Exceptional Customer Service, Certified Computer Technician, CCNA In Progress, Bilingual, Problem Solving, Self-Managed, Effective Communicator.
Overview
11
11
years of professional experience
Work History
Business Technology Tech I (CBSS)
Cox Communications
07.2021 - Current
- Perform essential tasks required for installing, disconnecting, and troubleshooting complex commercial products and services such as IP Centrex, simple managed Wi-Fi, Contour, bulk HD Select, and Cox Business Security Solutions
- Apply knowledge and skills of multi voice line installations, power over ethernet structured wiring, less complex managed switches/routers, Internet service provider interconnection, and virtual local area network configurations acquired through ongoing training to daily work as required by business need
- Work under limited supervision, relying on experience and independent judgement when applying the best approach for achieving desired outcomes
- Ensure the quality of services provided to end users meets or exceeds established industry and company performance standards
- Troubleshoot simple to complex issues, applying a positive, analytical, and informative approach
- Acquire and maintain efficiency through ongoing training, in order to meet business needs.
Core Technology Tech III
Cox Communications
12.2015 - 06.2021
- Install, disconnect and troubleshoot video, high-speed internet, telephony and automation services
- Drove a company vehicle between office or home, warehouse and work sites
- Interact with customers and educate them regarding services and products
- Ensuring that the quality of services meets or exceeds industry and company performance standards
- Participating in team meetings as scheduled and attending job-related training
- Work with alarms, low voltage electricity and color-coded wires
- Communicate with the Comm Center for onsite support and/or routing assistance.
Warehouse Operator
Cox Communications
10.2014 - 11.2015
- Receive materials from Primary Distribution Centers (PDCs), execute cross-dock operations, stock shelves, and complete paperwork
- Unload incoming materials and stock as needed
- Enter inventory transactions into inventory database
- Operate bar code readers to tag all CPE and materials received and/or assess status changes
- Pull inventory to fulfill requisitions as needed
- Performed tagging, packing, and shipping activities according to schedule
- Ensure accuracy of both inbound and outbound orders
- Operate warehouse heavy equipment as needed for picking, packing, and shipping operations.
- Loaded, unloaded, and moved material to and from storage and production areas.
Technical Support Representative
Cox Communications
10.2013 - 10.2014
- First point of contact for incoming customer technical calls, using AVAYA call system
- Data/Video/Telephone troubleshooting
- Identify and resolve customers issues while providing exceptional customer service
- POP/IMAP email troubleshooting for supported clients
- Maintain detailed log of customer interactions
- Create UET ticket for escalation of non-Tier 1 supported issues.
- Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
Education
A.S Electronics-Internetwork Technician -
Southwestern Community College
A.A Computer Information Systems- PC Operations/PC Support Specialist -
Southwestern Community College
Timeline
Business Technology Tech I (CBSS)
Cox Communications
07.2021 - Current
Core Technology Tech III
Cox Communications
12.2015 - 06.2021
Warehouse Operator
Cox Communications
10.2014 - 11.2015
Technical Support Representative
Cox Communications
10.2013 - 10.2014
A.S Electronics-Internetwork Technician -
Southwestern Community College
A.A Computer Information Systems- PC Operations/PC Support Specialist -
Southwestern Community College