. Consulted via telephone to understand user problems, run through testing scripts and ask probing questions to locate root causes averaging 80 calls per day . Researched, documented and escalated support cases to higher levels of support when unable to resolve issues using available resources. . Escalated help desk tickets to Level 2/Tier 2 support when outside the scope of L1/T1 technician support.

. Installed and performed troubleshooting of fiber-based cable, internet and phone services via wireless and coaxial connections . Craft efficiently daily schedules to fulfill over 10 customer appointments daily in a timely manner. . Establish positive rapport with customers to maintain a 100% satisfaction rating.