Michael Engel

• Receive inbound calls from Cox Business Customers that are in need of assistance to troubleshoot, thoroughly diagnose, then devise the very best solution to any issues pertaining to mainly internet or telephone services via over the phone, truck rolls, or ticket escalations.
• Follow-up with Cox Business Customers to ensure that their expectations were met with exceptional care and satisfaction.
• Document all calls with action taken for reference to any future calls, and maintain thorough records.

• Troubleshoot with Cox customers via inbound calls to identify and resolve issues that the customers are having with equipment regarding cable, data, phone, and home life services.
• Schedule trouble calls and service request orders when needed to resolve issues unable to be corrected via phone.
• Upgrade and create work orders for new services to enhance the value of Cox Communications to new and existing customers.
• Properly document all calls per Cox protocol.
• *Specialized with troubleshooting Cox homelife security, including security, automation, business detection and Homecare.*

• Survey the business environment with customers to attain general and specific planning to install internet modems, gateway modems, multi-terminal adaptors, and switches in communications rooms or customer preference for placement.
• Run CAT 6 and coaxial lines throughout business settings. Dressing/terminating the ends for Ethernet or coaxial connections. Evaluating all equipment for proper levels and resolving issues throughout troubleshooting procedures.
• Maintain customer service with more then satisfactory job performance.

Supervising employees in a group home setting.

Assigning daily tasks, overseeing that all the tasks are achieved per company standards, writing, and implementing Individual Service Plans and Behavior Treatment Plans for the individuals that reside in the group home, presenting these plans to staff, guardians, and any government entity such as Dept. of Developmental Disabilities, implementing the plans and overseeing that they are completed and documented.

Providing assistance to the individuals by accompanying and representing them at any medical appointment or service plan meeting with the state, etc., maintaining the group home in accordance with the state licensure and company protocol standards, monitoring and recording the individuals' progress using electronic record keeping, and generating various reports to administration.