Lowell, Massachusetts, United States
As a Team Lead at Comcast, I have over 6.5 years of experience in telecommunications systems and operations. I assist the management team with various duties and responsibilities, and help create and coordinate training for the team and other departments. I also take responsibility for escalations within the region and division, providing escalated support for residential and commercial installs. In my previous role as a Sr Engineering Technician at Comcast Cable, I created training and documents for Commercial IMS for GBR Fulfilment Teams, trained ATS and DOI for Commercial IMS Launch, and led the product for Commercial Voice. I also created BCVe training for NASR and documented Broadsoft, BACC, and OrderPath for Commercial telephony. I worked with Comcast U and Commercial Care to train initial Care teams on BCI and BCVe, and mentored Tier II’s by providing one on one support and coaching. I am passionate about telecommunications and committed to delivering high-quality service and solutions.
Assist Management team with duties and responsibilities. Help to create and coordinate training for team and other departments. Take responsibility for escalations both within the region and division. Escalated support for Residential and Commercial Installs for the Division.
Created Training and Documents for Commercial IMS for GBR Fulfilment Teams. Trained ATS and DOI for Commercial IMS Launch. Product lead for Commercial Voice. Created BCVe training for NASR as well as documented Broadsoft, BACC, and OrderPath for Commercial telephony. Created & Maintained BCVe manual for ATS. Worked with Comcast U and Commercial Care for training of initial Care teams on BCI (BUSINESS CLASS VOICE INTERNET) and BCVe (Business Class Voice enhanced). Mentor Tier II’s by providing one on one support and coaching as well as working with management to facilitate improved product knowledge through trainings and cross training with our partners in Care and the Field. Support Commercial Video Provisioning and Troubleshooting both Pre & Post Install issues. Member of Product Council for ATS, helped to tailor documents for Comcast Products to improve Agent knowledge & customer experience. Act as a lead in opening Managements bridges during Outages and interact with the XOC to inform Business partners of the progress as well as prepare executive summaries on Outages when resolved. DOJ Dialer team to load and run outbound dialer for Day of Job Truck roll saves. Perform proactive analysis to fix troubles or to identify trends, isolate problems and escalate them as needed. Provide feedback regarding operational and process flaws to supervisor and participate in revising and implementing changes to department workflows, procedures, policies, etc. Managed CDV Switch Migrations ,Physical and DHCP Node Splits/DQOS Changes during Maintenance window as well as supported field technicians during installation and repair. Respond to complex and escalated technical service troubles resulting from the use of Comcast data, voice and advanced video products. Perform complex diagnostic troubleshooting to resolve issues. Handle critical issues escalated by Customer Care and or field technicians in a timely manner.