Mark Laschinski
Ramona,CA
Summary
Experienced professional with over 20 years of extensive background at Cox Communications, demonstrating a high standard of excellence in servicing roles. Skilled in maintaining and repairing equipment for optimal operational efficiency. Collaborative team player focused on achieving reliable results and adapting to changing needs. Seeking a challenging position in the office of Diversity, leveraging exceptional customer service skills, strong problem-solving abilities, and analytical mindset. Excels at managing multiple priorities with a positive attitude, always willing to take on additional responsibilities to help the team achieve its goals. Known for organizational skills and reliability, consistently delivering top-notch performance.
Overview
28
28
years of professional experience
1
1
Certification
Work History
UHT Field Services
Cox Communications
04.2019 - 12.2024
- Commercial vehicle operation, maintenance, and ensured safety standards were upheld
- Installed, troubleshoot Video, High-speed Data and Telephone services
- Member of first Gigablast Fiber install Team
- Educated customers regarding their existing and new services, also informed customers about other Cox services
- Excellent customer service delivery and team collaboration
SCR Service Call Reduction Team
Cox Communications
12.2015 - 04.2019
- Reviewed work orders and attempted to cancel open Work orders s by troubleshooting with the customer for problem resolution
- Part of SCR Investigator project
- Group was designed to proactively detect area issues and send them to the proper fix agent to allow us to have this issue fixed on a plant or Network level, so we could cancel the individual truck rolls
UHT Field Services
Cox Communications
07.2013 - 12.2015
- Commercial vehicle operation, maintenance, and ensured safety standards were upheld
- Installed, troubleshoot Video, High-speed Data and Telephony services
- Member of first Gigablast Fiber install Team
- Educated customers regarding their existing and new services, also informed customers about other Cox services
- Great customer service steward
Systems Operations Center
Cox Communications
07.2006 - 06.2013
- Monitored California's Network for outages
- Monitored Network Elements for alarm conditions using the Network Operations Centers support system, interacting with software applications in a workstation environment
- Took appropriate action regarding alarmed network elements, including issuing a trouble ticket, remote interaction, and dispatch notification for emergency situations
- Issued commands to restore complex outage conditions in equipment
- Monitored and maintained control of all network elements in a 24X7 environment via the System Operations Center (SOC) support platform
- Provided advanced troubleshooting support to Network Operations Technicians in identifying and repairing network faults
- Utilized plant maps and remote HFC plant management tools to isolate service issues and direct repair personal in such a way that reduces repair time
- Identified alarms on Commercial circuits as well as which customer the circuit belongs to and notifies appropriate function to resolve the problem
- Assists field personal with trouble shooting Video, Telephony and Data service calls
- Net Ops Tech RF AMP training class
High Speed Internet Technical Operations Center
Cox Communications
08.2004 - 06.2006
- Main point of contact for TOC / Video outage monitoring project
- Escalate suspected node or system outages to NOC
- Communicates network failures or degradation and assists in arranging for corrective action plans
- Provide technical expertise for inbound TSR calls
- Acts as Help Desk for Tier I and II, assisting with troubleshooting and problem resolution
- Liaison between local systems' SOC, Test Desk, and other personnel to clarify problems and assist with resolution
- Liaison for TOC / Video outage monitoring project
- Monitored HSI Systems such as call volume on Director, Network Status, and Remedy Tickets to identify network issues and trends by system and/or Nodes
- Assisted IT Help Desk with additional coverage
Internet Technical Support
Cox Communications
01.2002 - 08.2004
- Provided support to field reps for connections related issues
- Helped customers with internet & email connection problems
- Worked in Cox's Internet Abuse dept, assisted in virus detection and removal, regulated and upheld bandwidth abuse policies
- Beta test support for VOIP service
Speed Internet Technical Support Representative
Cox Communications
07.2000 - 01.2002
- Helped customers with Internet & Email connection problems
- Maintained optimum quality service on all monitored calls while troubleshooting for customers
- Assisted customers with reinstalling software, modem issues, TCP/IP settings and other functions by explaining to the customer how to perform the appropriate procedure
Parking Ambassador
Lindberg Parking
01.1997 - 06.2000
- Assisted customers with Cab and shuttle Van access
- Dispatched and regulated Cab and Shuttle access to the Airport
Education
CCNA -
Cox University, Alcatel Lucent University of Phoenix
San Diego, CA01.2014
MCSE Program -
Southwestern College
Chula Vista, CA01.2003
General Education -
Southwestern College
Chula Vista, CA01.2000
Skills
- Commercial Driving experience
- Vehicle/Truck maintenance and safety
- Customer Service specialist
- System Monitoring
- Team Support
- Organization and Time Management
- Internet Technologies
- Electrical experience installing Romex, outlets, switches, ceiling fans, lighting
- Some HVAC experience with contractor
- Report Distribution
- Network Hardware and Software Maintenance
- Strong Communication and Interpersonal Skills
- Complaint Handling and Creative Solutions
- Problem Analysis
- Conflict resolution
- Workflow management
Certification
MCSE - Microsoft Certified Systems Engineer
Additional Information
Received numerous bonuses awarded to field techs who exceeded monthly goals/stats.
Timeline
UHT Field Services
Cox Communications
04.2019 - 12.2024
SCR Service Call Reduction Team
Cox Communications
12.2015 - 04.2019
UHT Field Services
Cox Communications
07.2013 - 12.2015
Systems Operations Center
Cox Communications
07.2006 - 06.2013
High Speed Internet Technical Operations Center
Cox Communications
08.2004 - 06.2006
Internet Technical Support
Cox Communications
01.2002 - 08.2004
Speed Internet Technical Support Representative
Cox Communications
07.2000 - 01.2002
Parking Ambassador
Lindberg Parking
01.1997 - 06.2000
MCSE Program -
Southwestern College
General Education -
Southwestern College
MCSE - Microsoft Certified Systems Engineer
CCNA -
Cox University, Alcatel Lucent University of Phoenix
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