TYSON BRINKER
Vancouver,WA
Summary
Customer-focused Technical Support Supervisor and Operations Leader with 8+ years of experience managing high-volume, 24/7 support environments. Proven ability to lead inbound call center teams, resolve complex technical and customer escalations, and drive performance through coaching, quality reviews, and KPI management. Strong record of SLA compliance, cross-functional collaboration, and continuous improvement.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Senior Network Operations Manager
Mediacom Communications Corporation
01.2024 - 12.2025
- Lead and supervise 20+ specialists and engineers supporting high-volume inbound technical and customer-impacting issues.
- Served as primary escalation point for complex technical, service, and priority events requiring timely resolution.
- Reviewed calls, cases, and customer communications to provide actionable feedback and coaching.
- Managed staffing, workflow, and escalation queues to meet response time and SLA objectives.
- Partnered with engineering and vendors to resolve outages and product defects.
- Implemented workflow improvements that reduced resolution time by 18%.
- Managed incident response protocols, reducing downtime and improving resolution times for network issues.
- Mentored junior staff on best practices in network operations and troubleshooting methodologies.
- Collaborated with cross-functional teams to assess and integrate new technologies into existing systems.
- Responded to network outages and issues related to circuits, websites, vendors and telecoms.
Network Operations Manager
Mediacom Communications Corporation
01.2018 - 01.2024
- Supervised a team of 10+ specialists in a 24/7 inbound support environment.
- Oversaw escalations, complaints, and service-impacting incidents to maintain customer satisfaction.
- Conducted performance evaluations, call and case reviews, and continuous coaching.
- Defined and tracked KPIs for response time, resolution time, and service quality.
- Developed and documented network policies, procedures and standards.
- Maintained flexible schedule and responded to after-hours and weekend emergencies.
Network Specialist
Mediacom Communications Corporation
01.2014 - 01.2018
- Provided frontline technical support and handled escalated customer issues.
- Coordinated with engineering during outages and priority events.
- Trained and mentored new hires on troubleshooting and escalation procedures.
- Monitored networks and network devices to resolve technical problems quickly.
- Resolved issues and escalated problems with knowledgeable support and quality service.
- Responded to network outages and issues related to circuits, websites, vendors and telecoms.
Education
A.A.S. - Computer Networking Technology
A.A.S. - Business Administration & Management
Skills
- Call Center Operations
- Technical Support Leadership
- Escalation Management
- Customer Experience (CX)
- Inbound Calls, Tickets & Chat
- Performance Coaching & Feedback
- Call Quality Reviews
- SLA & KPI Management
- Incident & Outage Resolution
- Root Cause Analysis
- Cross-Functional Collaboration
- Process Creation & Improvement
- Network performance monitoring
- Network troubleshooting
- Problem resolution
- Incident management
Certification
Google IT Support Professional Certificate
Timeline
Senior Network Operations Manager - Mediacom Communications Corporation
01.2024 - 12.2025
Network Operations Manager - Mediacom Communications Corporation
01.2018 - 01.2024
Network Specialist - Mediacom Communications Corporation
01.2014 - 01.2018
Des Moines Area Community College - A.A.S., Business Administration & Management
Iowa Central Community College - A.A.S., Computer Networking Technology