1. Serafino R. Rosso
40 Meadowlark Drive ∙ Penfield, NY 14526 ∙ (585) 217-7995
Sar44aq@Hotmail.com
EDUCATION
University at Oneonta, SUNYBachelor ofScience, May 2008
PROFESSIONAL WORK HISTORY
Paetec/Windstream- Fairport, NY October 2010-Present
Enterprise Repair Center (NOC): Transport Manager June 2015-Present
● Supports team leads when needed, ensuring force to load and ticket queue is being managed
correctly and efficiently.
● Performs Customer Advocate duties while maintaining a positive and professional manner at all
times. Takes calls and provides status from and to customers on a regular basis.
● Supervises daily scheduling and planning. Schedules technicians for daily force to load
balancing.
● Works with technicians and management internal and external to the company to trouble shoot
and restore a customer's service.
● Develops relationships with peers internal and external to the organization to enhance workflow
and customer experience.
● Works Level 3 and Level 4 Escalated tickets on an as needed basis and involves the next level
when appropriate. Determines when outside assistance is needed on escalations.
● Reports on and analyzes Automatic Call Distribution (ACD) availability, daily and realtime,
ticket stats, Ring out, No Answers (Rona's),input tables.
● Completes Post Mortems when requested.
● Supervises technician's workload through a queue to ensure tickets are processing.
● Supervises network outage issues with various other internal and external departments.
● Supervises the department and company goals and objectives of Mean Time to Repair (MTTRs).
● Analyzes, recommends and implements continual process improvements as required.
● Prepares departmentalreports and presentations as needed.
● Interviews and hires employees to meet department goals. Plans, assigns and directs the work of
employees to improve their productivity and results. Conducts performance reviews and provides
training and coaching for growth and advancement.
Enterprise Repair Center (NOC):Transport Team Lead October 2013-June 2015
● Took ownership of and drove resolution on all troubles that were escalated to a Team Lead level.
● Assigned daily duties / Managed the workload of 30+ Tier I, II and III technicians.
● Prepared multiple daily reports associated with the team’s objectives both short and long term.
● Oversaw the transport queue as a whole to ensure customer troubles were addressed in a timely
manner with a strong focus on chronic and delayed issues.
Enterprise Repair Center (NOC):Transport Technician Spec II October 2012-2013
● Continued all tasks from Spec I position while taking on additional and more complex transport
related troubles including advanced voice switching with a growing knowledge in Data/VOIP and
managed router products.
● Spearheaded the curriculum for and conducted multiple new hire training classes in order to
ensure techs a strong base knowledge of products, services,programs and practices involved in
resolving reported troubles.
Enterprise Repair Center (NOC):Transport Technician Spec I October 2011- October 2012
● Performed technical analysis, trouble isolation and repair of customer products or services in a
high energy environment by utilizing many technical programs simultaneously.

2. ● Performed proactive monitoring, configuration management and fault resolution of complex
voice and data services.
● Managed inbound and outbound calls with carriers and customers to provide status and
escalations, while maintaining a positive and professional manner at all times during high stress
situations.
● Maintained a queue while detailing notes of steps taken, test results and resolution data.
Network Service Center,October 2010 – October 2011
● Acted as the first point of contact for customers seeking assistance.
● Utilized multiple systems to perform trouble shooting and isolation.
● Created incident reports detailing trouble, product information and customer information to
forward onto the proper repair team in the Enterprise Repair Center.
● Consistently provided excellent customer service and kept open communication with customers
while maintaining accuracy and efficiency.
Computer Skills
● Metosolv-M6, AS400, Putty, REACT, 5ESS, G9, DMS and Remedy programs
● Microsoft Office,Word, Excel, Outlook and PowerPoint