Thomas Kettells
Marysville,WA
Summary
Technical support expert with a strong background at Ziply Fiber, concentrating on network troubleshooting and customer service. Skilled in workflow optimization and team training, leading to enhanced service performance. Noted for expertise in DSL and fiber network provisioning, delivering significant solutions, and encouraging collaboration among diverse teams.
Overview
15
15
years of professional experience
Work History
Business Response Specialist
Ziply Fiber
Everett, WA
08.2014 - 11.2024
- Delivered Tier II support for field techs and frontline agents, handling hardware and connectivity issues.
- Maintained service integrity by manually provisioning DSL across Adtran, Calix, Cisco, and Nokia systems.
- I became a subject matter expert in Nokia edge routers and fixed wireless network products.
- Trained teams on network configurations and troubleshooting.
- Authored and maintained internal training documents for efficient onboarding and procedural clarity.
Fiber Customer Support Analyst
Frontier Communications
Everett, WA
06.2010 - 08.2014
- Provided front-line support for fiber-optic voice, data, and video services using AS400 and EMS platforms.
- Performed remote diagnostics and escalated unresolved provisioning errors to engineering.
- Maintained plant records and coordinated with cross-functional teams for the timely resolution of service disruptions.
- Assisted customers with router and ONT configuration; monitored services through proprietary software tools.
Enterprise Help Desk
Starbucks
Seattle, WA
01.2010 - 06.2010
- Delivered remote assistance for technical issues using screen sharing, mouse and keyboard control and other tools.
- Assisted end users with password resets, account unlocks, and security settings adjustments.
- Resolved network connectivity issues.
Education
High School Diploma -
Inglemoor Highschool
Kenmore, WA06-2003
Skills
- Technical Support
- Customer service
- Network troubleshooting
- Documentation writing
- Training others
- Workflow optimization
Achievements
- Received Google IT Professional Certificate, 01/01/25
- Cut error rates by 15% by improving network provisioning workflows in collaboration with field and engineering teams.
- Improved ticket triage and response time through creation of standardized internal documentation and workflow SOPs.
- Increased team readiness by 20% by developing and leading training initiatives on DSL/fiber troubleshooting.
References
References available upon request.
Timeline
Business Response Specialist
Ziply Fiber
08.2014 - 11.2024
Fiber Customer Support Analyst
Frontier Communications
06.2010 - 08.2014
Enterprise Help Desk
Starbucks
01.2010 - 06.2010
High School Diploma -
Inglemoor Highschool
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