Hi, I’m
Tammy Beska
Islip,NY
Summary
Experienced professional with 15+ years in telecommunications, focusing on monitoring and troubleshooting customer-impacting issues for Optimum/Suddenlink products. Skilled in cross-departmental communication, escalation management, and data analysis to detect trends. Proficient in using troubleshooting tools and improving procedural documentation for operational efficiency. Committed to delivering exceptional customer service and support in fast-paced settings. Authorized to work in the US for any employer.
Overview
26
years of professional experience
1
Certification
Work History
Cablevision/Altice USA
Noc Surveillance/Communications Desk
08.2005 - 06.2025
Job overview
- Monitor, track, and report on all internal and external customer-affecting issues for all Optimum/Suddenlink Communications applications and products.
- Represent Noc Surveillance on conference bridge calls for troubleshooting purposes. Provide examples of issues to fix agents and supply updated call volume related to issues.
- Communicate with Network Management groups across multiple departments to troubleshoot, resolve, and document customer-impacting issues.
- Ensure that issues are updated hourly, which include adding notes to BMC Remedy ticket, contacting fix agents, escalating, calling and emailing other departments when necessary.
- Responsible for tracking and escalating customer affecting issues for all Optimum/Suddenlink products provided by call volume that comes into the call centers via reports/dstx tickets.
- Handle inter-department escalations for individual customer's issues, performed via email, telephone communication or dstx tickets.
- Troubleshoot real time issues with Field Techs in customers home/business (including but not limited to: issues with RF Signals, Internet Connectivity, Email and Static IP configurations)
- Dispatch outage UTT's in a timely manner to the correct corresponding Regional Operations Center. Provide hourly updates on call volume for any open outage UTT.
- Support VDO/RCC and Customer service reps on a daily basis with customer complaints, answering procedure questions and assisting with troubleshooting.
- Use of Remedy, Cable Data, Outlook and various troubleshooting tools to effectively troubleshoot and document customer issues.
- Analyze raw data and reports to provide management with a coherent picture of call and outage volume and any possible trends.
- Long Island Traffic Coordinator
- Cablevision - Woodbury, NY
- 1999 - 2005
- Run and fax off Daily Update reports to all call centers.
- Support in scheduling CRC meetings.
- Update EWFM with any necessary changes
- Assisting reps in maintaining daily requirements in call handling.
- Write a Daily Update that informs Supervisor, Managers and Directors what occurred throughout the day that would affect Call Center productivity.
Cablevision
Customer Service Phone Rep
01.1999 - 01.2002
Job overview
- Communicate with subscribers, to provide technical assistance and resolve inquiries or problems with regards to Optimum Online, Optimum Voice, Optimum WiFi, and Optimum TV services both residential and commercial.
- Offering assistance with billing inquiries, provisioning services and registering modems.
Education
Suburban Technical SchoolIslip, NY
Certificate from Data Entry
Wilson TechDeer Park, NY
Certificate from Nurse Assistant
Skills
- Phone etiquette
- Customer service
- Computer skills
- Microsoft Excel, Microsoft Word, Outlook (10 years)
Certification
- Nursing Assistant
Timeline
Noc Surveillance/Communications Desk
Cablevision/Altice USA
08.2005 - 06.2025
Customer Service Phone Rep
Cablevision
01.1999 - 01.2002
Suburban Technical School
Certificate from Data Entry
Wilson Tech
Certificate from Nurse Assistant
Similar Profiles
La Kesia HoganLa Kesia Hogan
Quality Control Field Service Technician at Cablevision/Altice USAQuality Control Field Service Technician at Cablevision/Altice USA
Biron JimenezBiron Jimenez
BBTIII at Altice USABBTIII at Altice USA
Juan TovarJuan Tovar
Broadband Technician III at Altice USA, Former Cablevision Systems of Norwalk, CtBroadband Technician III at Altice USA, Former Cablevision Systems of Norwalk, Ct
Courtney KirchCourtney Kirch
Mailroom Associate at Suffolk UniversityMailroom Associate at Suffolk University
Darla BilellaDarla Bilella
Substitute Teacher, K-5 at Brentwood Union Free School DistrictSubstitute Teacher, K-5 at Brentwood Union Free School District