Matthew Roybal
Santa Fe,NM
Summary
Experienced telecommunications and network operations professional with over 30 years of experience of Audio Visual technology, electrical installation,, telecommunications, and network maintenance. Extensive background in team leadership, field operations, fiber-optic and coaxial cable systems, troubleshooting, customer service, and technical training.
Proven ability to lead teams, manage daily operations, resolve complex network issues, and maintain high standards of safety and customer satisfaction. Dedicated, dependable, adaptable, and committed to putting the customer first.
Overview
1
1
Certification
2027
2027
years of professional experience
Work History
Communications Technician/Network 5
Comcast Cable
Santa Fe, New Mexico
01.2015 - Current
- HFC and fiber-optic network maintenance.
- Fiber Optic Fusion splicing
- Ensured functionality and safety of low-voltage electrical systems, aligning with client specifications and regulatory standards.
- Supported installation and troubleshooting of Comcast cable communication lines, equipment, and customer service connections.
- Used meters, tests, and Comcast diagnostic procedures to troubleshoot signal issues.
- Repaired coaxial wiring, connectors, and network drops at customer sites.
- Checked internet, video, and voice service performance after Comcast cable installations.
- Troubleshot network signal issues using soft tools and hand tools for hard line coax, fiber optics and, AC issues causing impairments in the overall network.
- Repaired and maintained fiber optic and hard line coaxial wiring, connectors, at network and at customer locations.
- Explained service steps and equipment use to Comcast Cable customers.
- Assisted in performing upgrades to existing communication infrastructure.
- Implemented security protocols to protect customer data from malicious attacks.
- Resolved customer complaints related to service quality and connection speeds, enhancing overall customer satisfaction.
- Coordinated with vendors on the acquisition of new hardware components.
- Maintained communications equipment including amplifiers, HFC nodes, power supplies, and passives, ensuring optimal performance and reliability.
- Tested and troubleshot copper and fiber optic cables for connectivity issues.
- Documented work orders, service notes, and Comcast Cable field updates.
- Coordinated with dispatch and support teams on Comcast Cable repair schedules.
Communications Technician 4
Comcast Cable
SANTA FE
2012 - 2014
- Installed Comcast Xfinity internet, video, and voice services at customer premises.
- Troubleshot cable, modem, and signal issues using meters and diagnostic tools.
- Repaired in-home wiring, connectors, and equipment during service appointments.
- Educated customers on service features, equipment use, and basic troubleshooting.
- Reviewed work orders, route maps, and service notes for daily assignments.
- Adhered to safety rules, ladder practices, and field service procedures.
- Coordinated with dispatch and support teams on service changes and escalations.
- Maintained vehicles, tools, and communication devices for field readiness.
- Assisted in performing upgrades to existing communication infrastructure.
- Performed maintenance on communications equipment such as routers, switches, modems, and firewalls.
- Ensured compliance with applicable regulations related to telecommunications services.
- Diagnosed and resolved complex network issues in a timely manner.
- Compiled test results into comprehensive reports for senior management review.
- Installed, configured and maintained network cabling systems according to industry standards.
- Provided technical support to customers experiencing communication problems.
- Investigated customer complaints regarding poor service quality or connection speeds.
- Supervised junior technicians during installation and repair activities.
- Installed, set up, and repaired devices and system components.
Dispatch/ Interim Supervisor
Comcast Cable
Albuquerque
2011 - 2012
- Supervised Comcast Cable field teams and monitored daily service schedules.
- Reviewed dispatch assignments and adjusted coverage for service appointments.
- Resolved customer escalations and coordinated follow-up with support teams.
- Tracked service performance using scheduling and ticketing systems.
- Led team briefings and reinforced Comcast Cable service expectations.
- Documented incidents, route changes, and technician status updates.
- Directed and supervised team of 15 employees in daily operations.
- Resolved customer complaints in a timely manner while ensuring customer satisfaction.
- Monitored employee productivity to provide constructive feedback and coaching.
- Complied with company policies, objectives and communication goals.
- Collaborated with other departments to coordinate workflow processes between teams.
- Conducted weekly meetings with team members to discuss upcoming tasks and project deadlines.
- Tracked progress on projects and provided timely feedback to staff members.
- Trained new employees on company policies and procedures.
- Monitored employee attendance, addressing any punctuality or absenteeism issues.
- Prepared and presented reports on team performance, challenges, and achievements to senior management.
- Led weekly team meetings to discuss progress, address issues, and plan future actions.
- Managed scheduling for staff, ensuring adequate coverage during peak times and projects.
- Acted as a liaison between upper management and staff, facilitating open communication.
Communications Technician 3/Lead Tech
Comcast Cable
SANTA FE
2007 - 2011
- Installed Comcast cable lines, connectors, and customer premise equipment.
- Troubleshot Xfinity voice, video, and internet service interruptions.
- Measured signal levels using meters and diagnostic test tools.
- Repaired wiring, terminals, and drop connections at customer locations.
- Followed safety rules for ladders, vehicles, and electrical work.
- Communicated service updates and repair steps with customers.
- Inspected network equipment and verified Comcast service quality.
- Supervised junior technicians during installation and repair activities.
- Diagnosed and resolved complex network issues in a timely manner.
- Performed maintenance on communications equipment such as routers, switches, modems, and firewalls.
ES 3 Journeyman
A sound Look
SANTA FE
2004 - 2007
- Completed day-to-day duties accurately and efficiently.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Prioritized and organized tasks to efficiently accomplish service goals.
- Identified needs of customers promptly and efficiently.
- Provided excellent service and attention to customers when face-to-face or through phone conversations.
- Assisted with customer requests and answered questions to improve satisfaction.
- Collaborated closely with team members to achieve project objectives and meet deadlines.
- Approached customers and engaged in conversation through use of effective interpersonal and people skills.
- Maintained updated knowledge through continuing education and advanced training.
- Provided support and guidance to colleagues to maintain a collaborative work environment.
- Exceeded customer satisfaction by finding creative solutions to problems.
Operations Manager
Santa Fe Audio Visual
SANTA FE
1995 - 2003
- Managed daily operations for audio visual rental and event support teams.
- Coordinated equipment scheduling, dispatch, and return workflows for client events.
- Supervised warehouse handling of audio visual inventory and staging areas.
- Oversaw setup, teardown, and transport processes for live event production.
- Trained staff on equipment handling, safety practices, and service standards.
- Monitored maintenance requests for projectors, microphones, screens, and lighting gear.
- Communicated with clients, vendors, and technicians to support event execution.
- Improved workflow coordination across logistics, labor planning, and customer service.
- Supervised day-to-day workflow of employees in order to maximize productivity and maintain quality standards.
- Managed scheduling, training and inventory control.
- Resolved customer complaints in a timely manner while ensuring customer satisfaction remains at optimal levels.
- Directed day-to-day operations by spearheading implementation of short-term and long-term strategies to achieve business plan and profitability goals.
- Built strong operational teams to meet process and production demands.
- Managed staffing needs through recruitment, selection, onboarding and training, disciplinary action as necessary.
- Directed operations staff by providing guidance, training, and support in order to meet company objectives.
- Assessed employee development needs and provided feedback on their progress towards meeting goals.
- Identified areas of deficiency and performed root-cause analysis to solve problems.
- Recruited, hired and trained crew members on application of projects, customer relations, and customer service.
- Maintained accurate inventory records to track stock levels and minimize costs.
- Responded to information requests from superiors, providing specific documentation.
- Improved morale and management communication by creating employee recognition and rewards practices.
- Analyzed and controlled materials, supplies and equipment operational expenses.
- Connected with clients and developed strategies to achieve sales and customer service goals.
- Planned delivery routing, team workflows, and promotional initiatives.
Education
High School Diploma -
SER Academy SFPS
Santa Fe, NM05-1995
Skills
- Fiber optic splicing
- HFC maintenance
- Coaxial troubleshooting
- Signal diagnostics
- Network testing
- Cable installation
- Low voltage electrical systems
- Technical documentation and reporting
- Scheduling and dispatch operations
- Inventory and equipment management
- Safety and quality control
- Team management
- Employee training and development
- Customer service and problem solving
- Microsoft Excel and Microsoft office
- Audio-visual installations and operations
Certification
- Aerial Lift Certification -Comcast Cable
- Ladder Handling -Comcast Cable
- Fiber Optics - Comcast Cable
- Defensive Driving- Comcast Cable
- Linked 2 Leadership- Comcast Cable
Professional Strengths
Leadership, Accountability, Teamwork, Self-Control, Technical problem-solving, Adaptability, and a "THINK CUSTOMER-FIRST ATTITUDE."
Timeline
Communications Technician/Network 5
Comcast Cable
01.2015 - Current
Communications Technician 4
Comcast Cable
2012 - 2014
Dispatch/ Interim Supervisor
Comcast Cable
2011 - 2012
Communications Technician 3/Lead Tech
Comcast Cable
2007 - 2011
ES 3 Journeyman
A sound Look
2004 - 2007
Operations Manager
Santa Fe Audio Visual
1995 - 2003
High School Diploma -
SER Academy SFPS