Robert C. Hicks Jr

• Successfully onboarded and trained three new team members following the retirement of senior staff, restoring full operational capacity.

• Developed and implemented a structured training plan that

enabled new hires to achieve high performance within

six months.

• Led the existing team through operational changes with

zero disruption to service, fostering adaptability and

maintaining high morale.

• Directed the implementation of new Nokia Transport

builds and Drivenet installs in the Headend, enhancing

infrastructure reliability and scalability.

• Responsible for capacity upgrades in Headend/Hubs/OTNs pertaining to DC Plant Battery, AC Electrical, HVAC, ISP/OSP Fiber redundancy.

• Extensive experience in optical network installation and

troubleshooting across Transport networks, CRAN,

Metro Ethernet, DWDM/CWDM systems.

• Troubleshoot, maintain and monitor multi-cast IP video on Comcast IP network.
• Perform upgrades to CIENA Transport Network in support of Work Flow projects.
• Prioritized tasks and planned workflows to meet operational targets pertaining to project Genesis and XPM Program.
• Proven track record of delivering results with more than 90 Days without nodes on XPM weekly tracker for BC MER/ DOCISIS MER/US MER and Hub score.
• Monitor and document performance of Generators, HVAC, UPS and DC Plant

• Supervising sweep contractors and training for Prime contractor.
• Interacting with management on sweep related issue
• Perform sweep subcontracting to various companies.
• Forward and return sweep, amplifier balancing.
• Node optimization, noise troubleshooting, CLI.
• Power supply maintenance, splicing and network upgrades.

• Troubleshoot, maintain and repair all nodes and power supplies in 860MHZ system servicing 80,000 homes passed in Delaware County.
• Monitor and document performance of system.
• Perform routine noise and status monitoring checks in Hub site.
• Conduct forward and return sweep balancing; also train junior technicians.
• Perform quarterly CLI ride out and repairs and six-month FCC Proof of Performance Test.
• Responsible for reporting all performance and maintenance issues with telephony, VOD and high-speed data.
• Perform On Call rotation.

Accomplishments

• Developed and set up sweep certification program.
• Participate as member of Benefits Task Force.
• Selected for special assignment to train junior technicians at sister company in New Jersey.
• Collaborated with team members to achieve target results.
• Developed and implemented performance improvement strategies and plans to promote continuous improvement.
• Identified issues, analyzed information and provided solutions to problems.

• Respond to customer complaints, troubleshoot and repair all system problems, such as noise, return path, cable modem problems, and outages.
• Install two-way DCTs, two-way cable modems, system rebuild from 500MHZ to 750MHZ.
• Maintained all OTN’s in assigned territory.

• Troubleshoot and repair cable television service, internet and data delivery systems for commercial and residential customers.
• Involved in ongoing system rebuild to Scientific Atlanta hybrid fiber co-ax equipment.
• Troubleshoot Headend equipment, including replacing satellite receivers and repairing satellite dishes.
• Conduct classroom and on the job training of new technicians and installers.
• Interact effectively with customers.