1. Cablevision (Responsibilities description by position)
SUPERVISOR (TECHNICAL SUPPORT GROUP LEVEL II) 6/2009 – 10/29/2013
 Employee Development
 Manipulate reports and translate into behaviors
 Create and implement Action Plans to drive team performance
 Make presentations for team / individual development and trends
 Monitor and coach key TSR metrics to improve overall performance
 Listen to and grade calls for customer quality assurance
 Proctor knowledge assessments
 Coordinate / facilitate up trainings for new tools, products and services
 Draft and document ad hoc coaching for record
 Draft and deliver corrective actions / performance improvement plans
 Draft award write-ups / speak on behalf of recipient at award ceremony
 Provide customer service via fielding issue escalations, taking ownership and follow up
 Interview potential candidates (level I, level II, and level II lead positions)
LEAD TECHNICIAN (OPTIMUM ONLINE,OPTIMUM VOICE,& BUSINESS) 10/2006– 6/2009
 Educate and support technical support representatives who take incoming calls regarding
customer inquiries and troubleshooting for phone and internet products
 Develop technical support representatives through side-by-side peer coaching and call monitoring
offering efficient ways to assist with troubleshooting steps
 Provide technical support in a call center environment by assisting with technical questions, call
escalations, special projects, account research,and customer follow up
 Apply appropriate credit to consumer accounts for service issues
TECHNICAL SUPPORT REPRESENTATIVE (TEMP TO PERM) 11/2003– 10/2006
 Support OOL / OV products and services in a call center environment
 Troubleshoot personal computer and signal related connectivity issues via remote tools
 Proficient in network to personal computer and router connections
 Assist customers with email account management via server and or software client setup
 Support customer inquiries regarding password reset,port access,and website access
 General support for Windows 98, ME, 2000, XP, Vista, Win 8, MAC OS 9.1 – 10.5
 Configure TCP/IP & DHCP settings for networking via NIC or USB