Michael Hickey
Murrieta,CA
Summary
Skilled Fiber Optic Technician with proven expertise in network troubleshooting and customer service, honed at Verizon Communications Inc. Excelled in fusion splicing and OTDR operation, significantly enhancing internet connectivity and customer satisfaction. Demonstrated exceptional problem-solving abilities, leading to a notable increase in customer retention through efficient equipment installation and technical support. Experienced installation and repair technician with work history setting up, repairing and configuring telecommunications equipment. Talented at building relationships with customers and solving problems with little oversight. Excellent communication and planning skills.
Overview
20
20
years of professional experience
Work History
Fiber Optic Technician
Frontier Communications
04.2016 - Current
- Installed and maintained fiber optic systems to ensure high-speed internet access for thousands of users.
- Installed and configured new devices and system components.
- Enhanced customer satisfaction by promptly troubleshooting and resolving internet connectivity issues.
- Increased customer retention by providing exceptional technical support and clear communication during service calls.
Fiber Optic Technician
Verizon Communications Inc
03.2011 - 04.2016
- Performed troubleshooting and equipment testing to identify and correct problems end to end and network-wide.
- Reduced troubleshooting time with accurate identification and repair of fiber optic faults.
- Improved customer satisfaction by providing detailed technical support and guidance on fiber optic system usage.
Telecommunications Copper Technician
Verizon Communications Inc
02.2005 - 03.2011
- Installed and configured new devices and system components.
- Installed and repaired network cabling, hardware and software to maximize operational efficiency.
- Collaborated with other technicians to troubleshoot and resolve technical issues.
- Managed and prioritized customer service requests to achieve prompt resolution.
- Copper cable splicing
Education
None - General Studies
Southern New Hampshire University
Hooksett, NHHigh School Proficiency - General Studies
Quartz Hill High School
Quartz Hill, CA06.1997
Skills
- Fusion Splicing
- Network Troubleshooting
- Equipment Installation
- Data cabling installation
- Customer Service
- Problem-Solving
- Time Management
- OTDR Operation
- Fiber Optic Safety
- Copper splicing
- Upselling services to existing customers
Timeline
Fiber Optic Technician
Frontier Communications
04.2016 - Current
Fiber Optic Technician
Verizon Communications Inc
03.2011 - 04.2016
Telecommunications Copper Technician
Verizon Communications Inc
02.2005 - 03.2011
None - General Studies
Southern New Hampshire University
High School Proficiency - General Studies
Quartz Hill High School
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