Rodrick D. Mitchell
Beltway Region,DC,MD,VA
Summary
Experienced leader with a strong background in network installation/repair, customer service, and problem-solving. Excels in developing efficient processes to ensure team success and aligning efforts with organizational goals. Proven ability to adapt to ever-changing business needs, ready to contribute to a dynamic team.
Overview
14
14
years of professional experience
Work History
Senior Business Services/Enterprise Technician
Comcast Business
10.2021 - Current
- Provide complete end-to-end engineering and installation of enterprise services including but not limited to Fiber Services (EDI,EPL,ENS). Advanced VoIP products (BVE,PRI,SIP). Hospitality TV services (Q2IP,Q2Q,MDTA). Multifamily internet services (Managed WiFi).
- Lead Federal Government tech with installs at the Pentagon, State Department, DoD, White House.
- Maintain meticulous records of installs and demarcation ensuring compliance with industry standards.
- Support project management and sales teams with expert technical advice, contributing to successful project completions.
- Deliver end-user support by troubleshooting connectivity issues with all enterprise products, ensuring optimal service and client satisfaction.
- Enhance team success by taking lead and support role.
Senior Escalation Tech
Comcast/Xfinity
10.2019 - 09.2021
- Perform 'white glove' installations for VIP customers.
- Improve NPS and customer perspective through timely and efficient installs/ repairs for all escalated service calls to ensure customer satisfaction and retention.
- Collaborated with team to complete large-scale installations, ensuring smooth operations for clients.
Commercial Technician
Comcast Business
11.2014 - 09.2019
- Perform expert installations for all commercial clients including but not limited to, installation of business class tv, phone, and internet while also ensuring all products are properly working to clients' expectation.
- Improved client satisfaction through timely and efficient repairs on various commercial services.
- Increased client loyalty by providing exceptional customer service during onsite visits and consultations.
- Educate business clients on new products and services as well as ensuring that the client fully understands how to operate all devices installed
- Exceeded company goals for completed service calls within specified timeframes, maximizing efficiency.
Residential Technician
Xfinity
01.2011 - 11.2014
- Perform expert product installations of internet, telephone, and cable tv services on residential properties while providing excellent customer service.
- Educate customers on new products and services as well as ensuring that the customer fully understands how to operate all devices installed.
- Troubleshoot and resolve all technical service failures at residential properties, while maintaining safety responsibilities and exceeding monthly metrics.
- Lead technician on a team of 15 often tasked with resolving escalated or chronic technical issues
- Trained new technicians on proper procedures, safety protocols, customer service techniques, and effective troubleshooting practices.
Education
Some Coursework - Psychology
Anne Arundel Community College
Severna Park, MD05.2010
High School Diploma -
Annapolis Senior High
Annapolis, MD06.2009
Skills
- Verbal and Written communication
- WAN, LAN, WLAN, VoIP, IT
- Microsoft Office
- Customer service and Quality Control
- Problem-solving
- Project management
- Multitasking and organization
- Coaching and mentoring
Timeline
Senior Business Services/Enterprise Technician
Comcast Business
10.2021 - Current
Senior Escalation Tech
Comcast/Xfinity
10.2019 - 09.2021
Commercial Technician
Comcast Business
11.2014 - 09.2019
Residential Technician
Xfinity
01.2011 - 11.2014
Some Coursework - Psychology
Anne Arundel Community College
High School Diploma -
Annapolis Senior High
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