Bilontre Guster
Frisco,TX
Summary
Technical support professional specializing in telecommunications with formal training in networking fundamentals and cybersecurity analysis. Proven experience in high-volume environments, effectively troubleshooting service issues and coordinating resolutions across multiple teams. Proficient in TCP/IP, DNS, DHCP, and DOCSIS methodologies, with a strong focus on network stability and operational continuity. Demonstrated analytical problem-solving skills aimed at incident containment and enhancing service delivery.
Overview
10
10
years of professional experience
Work History
Sales Account Executive
Hub Group
Dallas, TX
10.2023 - 04.2025
- Monitored operational performance across active accounts and responded to service-impacting disruptions
- Conducted root cause discussions with internal operations teams to prevent recurring service failures.
- Coordinated real-time resolution efforts across dispatch and logistic teams.
- Analyzed operational data trends to identify performance gaps and risks exposure
- Operated in high volume, SLA-driven environments requiring rapid incident prioritization
Billing Customer Service Representative I
Charter Spectrum
Irving, TX
04.2021 - 09.2023
- Supported customers within a HFC network environment, assisting with service disruptions, billing inquiries and account related technical concern.
- Utilized internal tools to review service status, outage indicators and account provisioning details.
- Identified patterns of service interruptions and escalated potential plant related issues to technical support and field operations teams.
- Coordinated with dispatch and technical departments to ensure timely resolution of service impacting incidents.
- Applied strong de-esclation and communication skills during service outages and high volume periods.
- Documented customer-impacting issues accurately within CRM system to support incident tracking and operational visivisibility.
Director of Business
Bluebonnet Home Solutions
Irving, TX
03.2018 - 01.2023
- Oversaw daily business operation, ensuring service relatability and process efficiency.
- Implemented standardized workflows to reduce operational delays and improve service consistency.
- Managed customer relationships and resolved service-related concerns to maintain high satisfaction levels.
Technical Support Specialist
Harris Computer
Tyler, TX
02.2017 - 11.2018
- Diagnosed and resolved software and system-related technical issues in structured support environment.
- Guided junior team members through troubleshooting methodologies and escalation procedure.
- Created knowledge base documentation to reduce recurring support incidents.
- Collaborated with leadership team to improve support workflows and ticket resolutions efficiency .
Customer Support Specialist
Best Buy
Tyler, TX
03.2018 - 11.2018
- Troubleshot consumer networking devices including modems, routers, and home connectivity equipment.
- Assisted customers with device configuration, Wi-Fi optimization and connectivity diagnostics.
- Interpreted basic network symptoms including latency, signal loss and configuration errors.
- Escalated hardware and service related issues appropriately to ensure resolution.
- Maintained strong product knowledge related to networking and telecommunications equipmen.
Returns Team Lead
Best Buy Warehousing Logistics, Inc
Flower Mound, TX
07.2015 - 09.2016
- Supervised a team, achieving a 20% improvement in department shrinkage through inventory management.
- Conducted procedural audits to enhance accuracy and compliance.
- Trained team members on standardized processing workflows.
Education
Some College (No Degree) - Cyber Security Infrastructure Technician (in prog)
Collin County Community College
Frisco, TXSkills
- TCP/IP protocol and network security
- Cybersecurity fundamentals
- Incident response and problem resolution
- Technical troubleshooting
- Customer relationship management
- Client communication and effective communication
- DNS and DHCP administration
- Data analysis and process improvement
- Customer service excellence and complaint resolution
- Account management
- Organization and time management
- DOCSIS fundamentals
Timeline
Sales Account Executive
Hub Group
10.2023 - 04.2025
Billing Customer Service Representative I
Charter Spectrum
04.2021 - 09.2023
Director of Business
Bluebonnet Home Solutions
03.2018 - 01.2023
Customer Support Specialist
Best Buy
03.2018 - 11.2018
Technical Support Specialist
Harris Computer
02.2017 - 11.2018
Returns Team Lead
Best Buy Warehousing Logistics, Inc
07.2015 - 09.2016
Some College (No Degree) - Cyber Security Infrastructure Technician (in prog)
Collin County Community College