RASUL SWIGGETT
PHILADELPHIA,PA
Summary
Experienced in delivering comprehensive computer support, independently and as part of a team, encompassing troubleshooting, installations, and maintenance. Possesses extensive expertise in various software packages and operating systems. Demonstrates exceptional proficiency in delivering customer and end-user help desk support, swiftly identifying and resolving technical issues and concerns.
Overview
25
25
years of professional experience
1
1
Certification
Work History
Regulatory Specialist II (Technical)
Comcast
03.2015 - Current
- Work with the legal teams to resolve, complaints, comments, and other contacts generated through a state or federal regulatory agency regarding provisioning issues, voice-related technical troubleshooting, advanced X1 troubleshooting, channel tuning, and Comcast Website issues
- Enhanced regulatory compliance by developing and implementing robust policies and procedures.
- Led training initiatives to increase organizational understanding of evolving regulations and industry best practices.
- Streamlined regulatory submission processes for increased efficiency and reduced approval timeframes.
- Optimized internal audit processes, identifying areas for improvement in regulatory adherence.
Technician II
COMCAST CABLE, NASR
04.2010 - 03.2015
- Provided Remote Desktop Support, outage trending and root cause analysis of issues affecting customer's voice, video, wireless and/or data services. Troubleshooted and managed carrier to carrier issues: Inbound and outbound, SIP, Peer to Peer, PSTN, 3rd parties, partners/vendors.
- Worked extensively with other advanced technical organizations such as XOC Service Desks, XNOC Repair teams, local market team members and the organization supported to resolve complex problems.
- Incubated and tested new products such as X1 and XH (Xfinity Home). Created M & P's (Method and Procedures) on how to troubleshoot them.
- Recommended process and systems improvements such as the 1st Call Resolution Template.
Commercial/Online Customer Account Executive
COMCAST CABLE
03.2009 - 03.2010
- By providing Remote Desktop Support, I Assisted new/existing business customers with troubleshooting and maintained all networking devices and infrastructure across the enterprise including switches, routers, and firewalls.
- Reviewed logs for all networking devices for unresolved abnormalities and problems.
- Performed network connectivity testing by logging into customer routers remotely and verifying devices connected directly to router/gateway.
- Coordinated and designed meetings and decisions across 3 internal departments and teams.
Residential/Online Customer Account Executive
COMCAST CABLE
06.2007 - 03.2009
- Troubleshooted and resolved technical problems over the phone in a single customer interaction to maximize the customer experience.
- Demonstrated ability to establish and maintain effective relationships with customers effectively gaining the customer cooperation to work through the troubleshooting process.
- Coached fellow CAE's individually, mentor and perform weekly customer quality experience evaluations.
- Followed internal procedures for Change Management, Incident Management and Escalation.
Senior Wireless Sales Associate
Sprint Store at Radio Shack
05.2000 - 06.2007
- Reinvented how the team interacted with prospective clients by developing innovative and creative sales pitches that were implemented into sales team strategy in 2007.
- Provided basic end-user troubleshooting for Wireless Phones, Tablets and Portable Mobile Hot Spots. Created Tier 2 Trouble Tickets and escalated them to the appropriate Engineers for resolution.
- Assisted customers with determining 2G/3G Sprint Wireless Phone needs among other products such as Tablets and Sprint Portable Mobile Hot Spots.
- Completion of weekly and monthly training to keep up with the current promotions or changes to each contract carriers' plans/services
Education
Master of Science - Information Technology
Keller Graduate School of Management
05-2026
Master of Science - Information Management
Keller Graduate School of Management
Bachelor of Science - Information Technology
Peirce College
Philadelphia, PAAssociate of Science - Information Technology
Peirce College
Philadelphia, PASkills
- Remote Desktop Support Expert
- Project Planning and Development
- TCP/IP and LAN/WAN Expert
- Microsoft Office Proficient
- Data Backup and Recovery Systems Expert
- Project Management
- Customer service
- Multitasking and organization
- Attention to detail
- Works Well Under Pressure
Certification
RCA (Root Cause Analysis)
Drexel University - Philadelphia, PA
December 2016
Professional References
Carl Williams
Nzinger Network
Manager
2156019302
Eugene Campbell
AMTRAK
Lead Technologist
3028978151
Latanya Smith
Einstein Network
Intake Specialist
2672814419
Timeline
Regulatory Specialist II (Technical)
Comcast
03.2015 - Current
Technician II
COMCAST CABLE, NASR
04.2010 - 03.2015
Commercial/Online Customer Account Executive
COMCAST CABLE
03.2009 - 03.2010
Residential/Online Customer Account Executive
COMCAST CABLE
06.2007 - 03.2009
Senior Wireless Sales Associate
Sprint Store at Radio Shack
05.2000 - 06.2007
Master of Science - Information Technology
Keller Graduate School of Management
Master of Science - Information Management
Keller Graduate School of Management
Bachelor of Science - Information Technology
Peirce College
Associate of Science - Information Technology
Peirce College
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