Stephen Williams
Easton,PA
Summary
Knowledgeable and dedicated customer service professional with experience in AI, GitHub, JIRA, DataDog, ElasticSearch, Grafana, Adobe, ServiceNow, and multiple billing apps. Solid team player with an outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. The diligent engineer takes responsibility for ongoing projects and new endeavor planning. Provides deep technical knowledge and common-sense business acumen for initiatives. Committed to reaching business goals through technical management and impactful analyses. Flexible, hard-working project manager ready to learn and contribute to team success.
Overview
8
8
years of professional experience
2
2
Certifications
Work History
Engineer, Engineering Operations
Comcast/Xfinity
Philadelphia, Pennsylvania
08.2022 - Current
- Conducted athorough analysis of engineering processes to identify improvement areas.
- Participate in incident response activities by gathering relevant data, documenting findings, and contributing to post-incident reviews to improve future response efforts.
- Collaborate with product owners, cross-functional teams, and developers to help create and maintain internal and external documentation for enterprise products.
- Contribute to a customer-focused service environment by supporting incident management efforts and learning best practices from senior team members.
- Monitor engineering tasks and incident reports to help ensure team goals and objectives are being met.
- Support onboarding and training activities by learning and applying best practices and procedures shared by management and senior staff.
- Build collaborative relationships with syndicated partners and stakeholders by practicing effective communication and teamwork.
- Designed innovative engineering solutions for complex technical challenges.
Advanced Technician, 3 Support, NETS
Comcast/Xfinity
08.2021 - 02.2022
- Resolve Corporate Escalation complaints related to billing issues, advanced technical support, and priority events (break-ins).
- Leverage knowledge of Xfinity Home products and services to effectively resolve customers' Xfinity Home technical support and billing questions and concerns.
- Collaborate with internal team members and engineers to relay pertinent information to resolve back end issues, outages, and provide support to field technicians.
- Provide support to leadership and Senior Technicians to partner with various projects and Corporate Escalations.
Customer Experience Associate Repair
Comcast/Xfinity
08.2017 - 08.2021
- Collaborated with internal team members to resolve customer concerns and deliver enhanced customer experiences.
- Looked for additional ways to expand products to customers by upselling new products and services.
- Responded to a high volume of incoming calls utilizing listening and communication skills to identify customer problems, needs, and opportunities.
- Communicate accurate information about promotions, customer programs, and products while providing exceptional customer service and driving retention.
Education
Bachelor of Education - Adult and Organizational Development
TEMPLE UNIVERSITY
01.2020
Associate Degree - Computer Science
MONTGOMERY COUNTY COMMUNITY COLLEGE
01.2015
Skills
- Technical troubleshooting
- System configuration
- Incident management
- Product documentation
- Quality assurance
- Customer experience
- Data analysis
- Problem solving
- Effective communication
- Team collaboration
- Cybersecurity awareness
- AI experience
- Project management
Professional Highlights
- Comcast Employee Resource Groups
- Veteran's Network
- Young Professional's Network
- Unidos
- Black Employees Network
- Internet Essentials Ambassador
- U.S. Military Veteran
Certification
Full Stack DevOPS Certification
Timeline
Engineer, Engineering Operations
Comcast/Xfinity
08.2022 - Current
Advanced Technician, 3 Support, NETS
Comcast/Xfinity
08.2021 - 02.2022
Customer Experience Associate Repair
Comcast/Xfinity
08.2017 - 08.2021
Bachelor of Education - Adult and Organizational Development
TEMPLE UNIVERSITY
Associate Degree - Computer Science
MONTGOMERY COUNTY COMMUNITY COLLEGE