Work History

Switch Equipment Technician (Telco Tester)

Presently since 09/28/2014

Verizon

Pittsburgh, PA

Special Circuits - High-Bandwidth Provisioning & Maintenance

Troubleshoot & provision Analog, DS1, DS3, SONET, DWDM, GPON & Ethernet (VZON/TLS/Metro) circuits for Verizon's wholesale, government, & retail customers.Interpret service orders, work authorizations, center office drawings, engineering diagrams.Dark fiber (5G) Point-Of-Connect in PA/DE OCC organization.Provide classroom/on-the-floor training and development of associates.Creation of google drive database of reference materials.

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Fiber Support Analyst (FiOS Technical Support)

5/15/2011 to 09/28/2014

Verizon

Pittsburgh, PA

FSC FiOS Technical Support

Troubleshoot and resolve customer issues with FIOS service.Interact with technical staff to troubleshoot slow and degrading internet speed.Monitor and report Field Tech work status and backload.Manage call center weekend operations including directing and supervising a staff of 25-30 agents.Mentored low performing agents to improve performance standards.Developed a training module for use as refresher enforcement.Presented module to upper management via a Power Point presentation.Worked with field technicians to solve customer premise issues.Worked with contractors and other companies to solve customer and systems issues.Special Projects:

Created training videos nationally for fiber technical support.Monitored call times for the center.Traveled and trained other associates (Turned over a copper center in Wilkes-Barre, PA).

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