Timothy Stearns
Lebanon
Summary
Dynamic professional with a proven track record at Cox Communications, excelling in technical support and customer service. Skilled in negotiation and critical thinking, I effectively resolved complex issues while enhancing user experience. Recognized for outstanding performance, I thrive in fast-paced environments and foster positive community interactions.
Experienced with community management, conflict resolution, and user engagement. Utilizes communication skills to maintain positive and respectful online environment.
Overview
20
20
years of professional experience
1
1
Certification
Work History
Power User/Moderator
Cox Forum
01.2015 - 04.2025
- Facilitated engaging discussions to ensure productive community interactions.
- Analyzed trending topics to inform content strategy and enhance community engagement.
- Combined knowledge from other forums for context including Reddit and DSLReports.
- https://forums.cox.com/users/68749f0c22ec056e09ae0582
NOC Tier 1 Engineer
Carousel Industries
06.2014 - 10.2015
- Responded to technical support tickets, providing timely resolutions to user inquiries.
- Diagnosed virtual Avaya alarms, including 911 systems.
- Background/heightened security clearance.(Homeland/911)
- Received inbound calls for all departments for 3rd shift.
- Created custom reports for firmware upgrade upsells.
NSC Tier 2
Cox Business
01.2010 - 03.2013
- Self-motivated, with a strong sense of personal responsibility and ethics.
- Worked effectively in fast-paced environments. Took calls from 13 markets.
- Monitored bat phone(emergency) and controlled warhead(call routing).
- Proven ability to learn quickly and adapt to new situations.
- Excellent communication skills, both verbal and written.
- Troubleshooted home networking, virtual PBX(Voicemanager), DNS, email(POP/IMAP/Exchange) and other technical systems.
Bridge Rep. for Cox Tech Solution
Cox Communications
06.2009 - 01.2010
- Bridge work to connect customers to engineers via remote software.
- Supported out of scope problems for Cox customers.
- Supported routers, email software, anti-virus/anti-malware.
- Brought in CTS leads from friends/family/hobby group.
Tier 1 Technical Support Representative
Cox Communications
01.2005 - 03.2013
- Resolved customer inquiries via phone, ensuring timely issue resolution with top of class metrics.
- Provided troubleshooting support for hardware and software issues, enhancing user experience.
- Designed systems and protocols to improve call handle time efficiency.
- Documented technical issues and solutions in a ticketing system to streamline service delivery.
- First "Cox Friend in Digital Age" reward
Education
No Degree - Information Technology
University of Phoenix
Tempe, AZ02-2011
No Degree - Computer Science
Community College of RI (CCRI)
West Warwick02-2008
No Degree - Physics/Quantum Mechanics
University of Rhode Island
Kingston, RI01-2003
GED -
Narragansett High School
Narragansett, RI06-2000
Skills
- Negotiation
- Influencing skills
- Cross-cultural communication
- Call management
- De-escalation techniques
- Customer service
- Technical support
- Active listening
- Critical thinking
- Data entry
Certification
- A+, [Cox Comm.] - [2008]
Timeline
Power User/Moderator
Cox Forum
01.2015 - 04.2025
NOC Tier 1 Engineer
Carousel Industries
06.2014 - 10.2015
NSC Tier 2
Cox Business
01.2010 - 03.2013
Bridge Rep. for Cox Tech Solution
Cox Communications
06.2009 - 01.2010
Tier 1 Technical Support Representative
Cox Communications
01.2005 - 03.2013
No Degree - Information Technology
University of Phoenix
No Degree - Computer Science
Community College of RI (CCRI)
No Degree - Physics/Quantum Mechanics
University of Rhode Island
GED -
Narragansett High School
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