Rickey MACK
RUSKIN,FL
Summary
Dynamic Service Technician with expertise in installation and repair, honed at Bright House Networks. Proven track record of enhancing customer satisfaction through effective troubleshooting and preventive maintenance. Recognized for strong problem-solving abilities and exceptional communication skills, contributing to increased first-time fix rates and reduced equipment downtime.
Overview
39
39
years of professional experience
Work History
Service Technician
Bright House Networks/ Spectrum
03.2010 - Current
- Increased customer satisfaction by providing timely and efficient service for various technical issues.
- Installed new equipment and explained operation and routine maintenance protocols to customers.
- Inspected equipment to diagnose operational issues.
- Explained diagnostic findings to customers and outlined repair or service options.
- Adhered to safety protocols and policies to reduce workplace hazards.
- Diagnosed and troubleshot problems, repairing, and restoring machines to peak performance.
- Effectively communicated technical information to non-technical clients, ensuring proper understanding and utilization of equipment features.
- Responded to customer inquiries quickly and professionally to increase satisfaction.
- Trained junior technicians in proper techniques and safety protocols, fostering a culture of continuous improvement within the team.
- Responded to problems reported by customers by troubleshooting and resolving hardware and software issues.
- Contributed to increased first-time fix rates by thoroughly diagnosing issues before initiating repairs or replacements.
- Collaborated with team members to complete complex installations, ensuring seamless integration of new systems.
- Stayed up-to-date on industry advancements through continuous learning initiatives, enhancing overall skillset and expertise.
- Optimized performance of equipment through expert calibration processes tailored according to specific client requirements.
Service Technician
Comcast, Xfinity
04.2000 - 01.2010
- Explained diagnostic findings to customers and outlined repair or service options.
- Installed new equipment and explained operation and routine maintenance protocols to customers.
- Inspected equipment to diagnose operational issues.
- Adhered to safety protocols and policies to reduce workplace hazards.
- Diagnosed and troubleshot problems, repairing, and restoring machines to peak performance.
- Effectively communicated technical information to non-technical clients, ensuring proper understanding and utilization of equipment features.
- Responded to customer inquiries quickly and professionally to increase satisfaction.
- Increased customer satisfaction by providing timely and efficient service for various technical issues.
- Trained junior technicians in proper techniques and safety protocols, fostering a culture of continuous improvement within the team.
- Responded to problems reported by customers by troubleshooting and resolving hardware and software issues.
- Contributed to increased first-time fix rates by thoroughly diagnosing issues before initiating repairs or replacements.
- Collaborated with team members to complete complex installations, ensuring seamless integration of new systems.
- Reduced equipment downtime by performing regular maintenance checks and resolving potential problems.
- Received consistent positive feedback from customers, reflecting dedication to delivering exceptional service quality.
- Minimized return service calls, ensuring thorough and accurate service on first visit.
Survival Equipment Specialists
USAF
09.1986 - 12.1995
- Coordinated logistical aspects of equipment acquisition projects, including transportation, installation, and training requirements.
- Enhanced workplace safety with thorough inspections and adherence to regulatory guidelines.
- Created and maintained up-to-date spreadsheets to track cap EX, expendable usage and general department expenses.
- Maintained inventory of necessary expendables, parts and supplies.
- Optimized equipment performance by identifying and resolving technical issues through comprehensive troubleshooting techniques.
- Assessed operational needs, recommending appropriate upgrades or replacements to improve overall efficiency.
- Diagnosed complex mechanical problems, utilizing specialized tools and expert knowledge to facilitate effective resolutions.
- Implemented new equipment installation procedures, resulting in minimized disruption to operations.
- Provided guidance to junior team members on proper handling techniques and safety protocols, fostering a positive work environment focused on growth and development.
- Standardized documentation procedures related to maintenance activities, leading to improved record-keeping accuracy.
- Performed root cause analyses of recurring issues, instituting corrective actions that resulted in decreased downtime occurrences.
- Increased equipment efficiency by conducting regular preventative maintenance and timely repairs.
- Maintained proper care and storage of diagnostic tools and equipment and tracked inventory.
- Diagnosed cause of problems and completed repairs.
- Maintained safe work environment and adhered to privacy regulations.
- Documented information regarding installations, repairs and inventory checks.
- Installed [Type] equipment and performed monthly calibration.
- Installed, calibrated and monitored [Type] devices.
Education
No Degree -
Comcast Tech Training
Pompano Beach, FL02-1998
No Degree -
NCO Leadership School
Charleston, SC06-1989
No Degree - Basic Military Training
AirForce Basic Training
San Antonio, TX09-1986
High School Diploma -
Graceville High School
Graceville, FL05-1986
Skills
- Installation and repair
- Attention to detail
- Preventive Maintenance
- Customer service
- Troubleshooting skills
- Valid Driver's license
- Punctual and reliable
- Problem and issue resolution
- Repair techniques
- Equipment troubleshooting
- Diagnostic testing
- Professional and courteous
- Mechanical aptitude
- Quality assurance
- Hand tool expertise
- System installation
- Equipment inspection
- Analytical thinking
- Operating test equipment
- Troubleshooting
- Safety procedures adherence
- Document management
- Testing and evaluation
- Diagnostics skill
- Technical support
- Equipment demonstration
- Client relationship management
- [Type] equipment expertise
- Field service management
- Mechanical tools
- Hand tools
- Equipment maintenance
- Equipment calibration
- Maintenance and repair
- Troubleshooting and Diagnostics
- Technical training sessions
- Expertise in installations
- Troubleshooting and diagnosis
- Hand tools proficiency
- Equipment installation
- Problem-solving
- Diagnostics and troubleshooting
- System repairs
- Service call response
- Testing and analysis
Timeline
Service Technician
Bright House Networks/ Spectrum
03.2010 - Current
Service Technician
Comcast, Xfinity
04.2000 - 01.2010
Survival Equipment Specialists
USAF
09.1986 - 12.1995
No Degree -
Comcast Tech Training
No Degree -
NCO Leadership School
No Degree - Basic Military Training
AirForce Basic Training
High School Diploma -
Graceville High School
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