Summary
Overview
Work History
Education
Skills
References
Timeline
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Steve Glover

BELLINGHAM,WA

Summary

Technical Manager bringing 35 years of Cable and leadership experience skills and team-building expertise. Strategic and decisive leader driven to help teams produce high-quality work and familiar with relevant risks, challenges, and requirements. Accomplished in leading staff to ever-higher standards of quality customer service. Diligent about monitoring and managing diverse facets of the business. I come with the technical know-how and creativity to handle changing needs. Hardworking employee with customer service, multitasking, and time management abilities. Devoted to giving every customer a positive and memorable experience.

Overview

35
35
years of professional experience

Work History

Technical Operations Manager

Comcast
Bellingham, WA
09.2010 - 01.2023
  • Managed budgeting, scheduling, resource allocation and project planning activities.
  • Created detailed reports regarding system performance metrics and presented them to senior management team.
  • Kept production in line with company guidelines, compliance requirements and quality standards.
  • Documented processes for onboarding new employees as well as training existing personnel on updated technologies.
  • Resolved escalated customer complaints within specified timelines.
  • Identified areas requiring improvement in terms of process optimization or cost reduction initiatives.
  • Displayed strong telephone etiquette, effectively handling difficult calls.
  • Exceeded customer satisfaction by finding creative solutions to problems.

Network Technician

Comcast
Oak Harbor, WA
03.1996 - 02.2007
  • Performed root cause analysis for recurring incidents and provided corrective action plans accordingly.
  • Conducted system testing, debugging and maintenance activities on a regular basis.
  • Monitored the performance of IT systems and networks in order to identify any potential issues or risks.
  • Kept production in line with company guidelines, compliance requirements and quality standards.
  • Assisted with customer requests and answered questions to improve satisfaction.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Prioritized and organized tasks to efficiently accomplish service goals.
  • Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
  • Approached customers and engaged in conversation through use of effective interpersonal and people skills.
  • Maintained updated knowledge through continuing education and advanced training.
  • Worked with cross-functional teams to achieve goals.

Cable Installation Technician

Comcast
Oak Harbor, WA
12.1987 - 03.1996
  • Completed tests on system components using volt-OHM meters, spectrum analyzers and other useful tools.
  • Taught customers basic use of equipment based on service package and answered questions.
  • Installed set top boxes, modems, routers, switches, amplifiers, splitters and associated equipment.
  • Performed installation and troubleshooting of cable systems including coax, fiber optics, and other types of cabling.
  • Trained customers on equipment use, setup procedures and troubleshooting strategies.
  • Provided technical support to customers regarding their cable services during installations and maintenance visits.
  • Followed safety protocols while working with ladders or climbing poles when installing aerial lines.
  • Assisted customers with technical support for cable connections and TV programming.

Education

High School Diploma -

Coupeville High School
Coupeville, WA
06-1982

Skills

  • Communication
  • Risk Management
  • Implementation Oversight
  • Technical Direction
  • Strategy Development
  • Schedule Coordination
  • Policy Development
  • Risk Assessments
  • Public Speaking
  • Time Management
  • Relationship Building
  • Leadership
  • Microsoft Office

References

References available upon request.

Timeline

Technical Operations Manager

Comcast
09.2010 - 01.2023

Network Technician

Comcast
03.1996 - 02.2007

Cable Installation Technician

Comcast
12.1987 - 03.1996

High School Diploma -

Coupeville High School

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Steve Glover