Manuel Medellin

• Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
• Explained technical information in clear terms to non-technical individuals to promote better understanding.
• Explained technical information in clear terms to promote better understanding for non-technical users.
• Performed root cause analysis of reported issues to enact corrections.
• Primary contact on incoming customer support situations, and incoming support tickets from receipt through to resolution.
• Contribute to the product experience through resolving customer challenges, educating users on product functionality, and providing tactical solutions within the product.
• Facilitate the reporting of product bugs to our Product and Development teams as well as contribute to improving our product support documentation

• Provided customer support on software and VoIP related issues.
• Worked with tier 1 support engineers on solutions to incoming customer cases.
• Served as a liaison between customers and engineers by communicating problems and trends for internal resolution.
• Rapid assessment of the nature and severity of customer issues and escalated accordingly

• Senior team Lead over 90+ technicians and 6 team leads overlooking an ISP/ NOC environment.
• Monitored all incoming customer cases, service requests and internal communications for service related issues.
• Ensured prompt reaction to all network/global issues. Provided internal communications for trouble notifications, updates and resolutions, as well as any necessary vendor contact for the completion of service requests.
• Ensured all Operations cases are worked according to the existing SLA, including escalations to Vendor Fix Agencies.
• Ensured maintenance event tracking and proper notification occurs on a daily basis.
• Was available for mentoring/training of new employees SKILLS Understanding of network concepts, Wholesale VoIP and networking experience.

• Main duties included installation of phone, internet and television service as well as providing face to face customer support on complaint calls.
• Integrated DSL service with various wireless and hard-wired network systems both in commercial and residential properties.
• Provided in home technical service for subscribers for all networking issues. I have detailed working knowledge of TCP/IP and other networking protocol standards, as well as working knowledge of hubs, routers, switches, servers, and other LAN/WAN devices.
• Trained new technician trainees on proper safety and installation guidelines. Trailed technicians until they showed proper proficiency to do work unsupervised.
• Escalation technician assigned to any customer complaint calls for resolution.

Construction division:

• Main duties include sweeping and certifying, testing and repairing outside plant and performing annual FCC testing.
• Additional duties included repairing, maintaining and activating HFC outside plant, also supporting all services up to and including HSD, video and voice, monitoring diagnostic web sites for modems, digital set tops and IP phone service.
• Supervised new trainees on equipment installation, system specs, and proper climbing techniques.
• Diagnosed and traced leakage in cable lines, replaced faulty equipment on repair crew.
• Would repair and provide QA on equipment installed by other technicians.

Broadband technician:

• Repair of Time Warner phone, internet and television service. Provided in-home technical service for subscribers for all phone, cable and internet issues.
• Trained new technician trainees on proper safety and installation guidelines. Trailed technicians until they showed proper proficiency to do work unsupervised.
• Took care of any customer complaint calls , was assigned Escalation tech for any escalated customer complaints.