MICHAEL WOLFF
TEMPE,AZ
Summary
Customer-focused technician with extensive experience resolving complex technical issues to improve customer outcomes. Streamlines service workflows to raise operational efficiency and service quality. Delivers field training programs that strengthen team performance and reduce recurring problems.
Overview
28
28
years of professional experience
Work History
Core Escalations Technician
Cox Communications
Tempe, AZ
01.2016 - Current
- Responded to high-priority escalated service requests with on-site troubleshooting and resolution.
- Acted as technical liaison among customers, internal teams, and vendors during escalations.
- Collaborated with support teams to resolve complex technical challenges.
- Coordinated with other departments to address ongoing issues systematically.
- Provided hands-on training to field technicians to reduce issue recurrence.
- Documented all service activities, root causes, and resolutions in the ticketing system.
- Managed daily work schedules through shared calendar with CET technicians and staff.
- Assisted multiple departments, including technicians and sales, to streamline workflows.
Universal Home Tech Expert
Cox Communications
Tempe, Arizona
01.2007 - 01.2016
- Recognized as subject matter expert in leading ARD jobs by leaders and technicians.
- Developed expertise in Cox Homelife products, serving as resource for team members.
- Mastered product as one of the first technicians trained in Homelife.
- Collaborated with technicians to troubleshoot complex technical issues.
- Established strong interdepartmental relationships to improve collaboration and communication.
- Maintained high performance standards across all responsibilities.
Field Learning Coach
Cox Communications
Tempe, AZ
01.2005 - 01.2007
- Develop and deliver Telephony class for new phone technicians.
- Evaluates FSRs progress by performing daily and weekly coaching sessions both in and out of the field.
- Employed Coach to Success positive reinforcement philosophy to enhance development of FSRs and mentors.
- Identified FSR performance gaps and delivered critical feedback to guide improvement, keeping leadership informed.
- Prepares the developing FSR in all essential job skills for satisfactory evaluation and solo job duties once all accountabilities are met.
- Facilitates the development of core competencies including communication, customer focus, conscientiousness, conflict management, and functional independence.
- Performs daily safety and quality assurance checks to provide constructive feedback concerning FSR field performance.
- Researched FSR accountabilities to identify coaching opportunities.
- Worked with team to create Telephony Passport.
- Oversaw management of company equipment and tool needs for Field Service Representatives, ensuring proper availability.
Field Service Representative III Expert
Cox Communications
Mesa, AZ
01.2001 - 01.2005
- Achieved FSR III Expert certification to demonstrate advanced technical proficiency.
- Delivered same-day CB service consistently throughout 2005.
- Executed home start program independently to enhance customer support.
- Completed certification for operating bucket trucks to ensure safety and compliance.
- Participated in On-Call rotation for CBS and Telephony to ensure timely service availability.
- Worked several double-team routes for mentoring of techs going into second and third products and for tech refresher.
- Maintained high-Performance standards in FCR, PPWH, Post Call and RGUs.
Lead Technician
Tech USA
Tempe, AZ
01.1999 - 01.2001
- Trained new technicians in a structured two to four-week mentorship program to enhance team capabilities.
- Developed expertise in DSL, providing support throughout Arizona and New Mexico.
- Resolved corporate complaints and escalated calls to ensure customer satisfaction.
Education
BS degree - Computer Sciences
University of Phoenix
Phoenix, Arizona01-2005
Computer Sciences
Pima Community College
Tucson, Arizona01-1997
Skills
- Service request handling
- Network troubleshooting
- Troubleshooting methodologies
- Technical documentation
- Equipment maintenance
- Product training
- Customer relationship management
PROFESSIONAL EXPERIENCE SUMMARY
Over thirty years in the telecommunications industry. While in service for US West and TECH USA I received a solid grounding in POTS both from an installation and repair perspective, for both residential and commercial customers. I moved on to master ADSL and VDSL, working my way up to a Lead Technician position. My responsibilities included training of newly hired technicians, overseeing up to 14 technicians at a time, assisting technicians with complex problems and running on corporate complaints. As a Cox employee I have attained Universal Home Tech Expert. I am proficient in ICOMS, GUI, Polaris, Service Health, Path Trak, Coral, AMS, SMX, Alto Plano, Microsoft Word, Excel, and PowerPoint and others. Currently I am an performing as CET for over 10 years, where I work closely with leadership and other departments to handle a variety of tasks including (but not limited to) complaints, technical issues, unique situations, installing new products for beta testing, assisting techs with variety of tasks, etc. I worked as a Field Learning Coach for 18 months. As a Field Learning Coach I worked with our new hires and provided weekly coaching's with them and their leaders. The positions I have had with Cox over my career have allowed for much personal and professional growth. I am now ready for a new chapter with in my professional career.
Timeline
Core Escalations Technician
Cox Communications
01.2016 - Current
Universal Home Tech Expert
Cox Communications
01.2007 - 01.2016
Field Learning Coach
Cox Communications
01.2005 - 01.2007
Field Service Representative III Expert
Cox Communications
01.2001 - 01.2005
Lead Technician
Tech USA
01.1999 - 01.2001
BS degree - Computer Sciences
University of Phoenix
Computer Sciences
Pima Community College