WORK EXPERIENCE

Technical Associate - Customer Care Engineering Support Team , Time Warner: Albany Division , June 2005 - present
Maintain integrity and reliability of the coaxial and fiber cable plant by monitoring for any equipment failure, cut or damaged cable/fiber, commercial power failure or hub site failures. Maintain and manage documentation of all system failures for division, including Video on Demand, single channel discrepancies, hub site failures and all failures throughout cable plant. Effectively communicate activities to internal/external sources. Maintain up to date internal web sites with key information. Provide key reports on plant activity, programming and reliability. Provide assistance, technical and operational expertise to customer operations and district offices on operational and plant issues. Maintain 24 hour security and troubleshooting alarm monitoring of all facilities and critical equipment. Evaluate discrepancies of flags shown for failures of division network, commercial road runner and VOD servers. Communicate symptoms and trouble shooting data to standby personnel. Monitor restoration. Communicate with outside vendors and programmers on a routine basis to resolve system issues. Provide back up support to the computer room staff on basic troubleshooting of DNCS and analog control system.

Technical Support and Sales Representative , Time Warner: Albany Division , April 2003 - June 2005
Provide solutions to the customer base by answering and returning high speed internet, digital phone and cable service calls. Sell all services offered by the company inclusive of digital phone, high speed internet and cable as well as upgrades of existing services. Coordinate, track and research support issues until resolution of problem. Resolve complicated or difficult customer problems which have been referred or unresolved. Use working knowledge of cable equipment, cable modems, computers, and accessories to assist customers. Process and review repair tickets to and from the Road Runner Help Desk. Perform additional functions including: send and receive calls/service tickets from Help Desk; create fax and e-mail communications. Assist co-workers, train and coach other TSSRs

Network Operations Technician , PSI Net , October 2000 – May 2002
Respond to network events on PSI Net’s North American Network. Troubleshoot, handle tickets, trouble referral and resolution of backbone events including network congestion, pop down, peering issues, trunks down and route problems affecting multiple customers. Configure, integrate, upgrade, modify and terminate customer acces circuits and services. Test, handle trouble reports, and resolution of individual customer outages, including down circuits, packet loss, customer premesis equipment failure and chronic outages. Starting salary $35880 Final $36608

Network Technician, PSI Net , contracted through Manpower Professional , May 2000 – October 2000
Network reterminations in the US. Build, test, implement circuit moves between PoPs, and removal of unused circuits. Update spread sheets and databases. Communicate with other departments. Coordinate operations with telecommunications technicians. Train new department personnel. Develop workflow processes. Night shift hot-cuts and on call duty. Salary $14/hr for 7 month contract.

Computer Support Technician Macintosh Platform The Enlarged City School District of Troy , NY, July 1998 – October 1999
Installed, upgraded and supported District PC’s and peripherals, Mac and Wintel platforms. Performed help desk functions including telephone support and on-call emergency support after hours. Oversaw and maintained audiovisual and district technology inventory. Managed building-wide LAN and cable network. Consulted contractors on contract completion. Contributed to classes in Media Production. Consulted for PC and audiovisual equipment use. Oversaw and trained new Distance Learning Technician Teacher’s Aide. Salary $28,828.

Distance Learning Technician Teacher's Aide, The Enlarged City School District of Troy , NY, September 1997 - June 1998
Scheduled classes, online transmissions, and satellite recording. Acted as PC helpdesk personnel for Troy High School and Middle School. Provided support for LAN and servers. Installed and upgraded PC and video equipment.Trained faculty to use studio equipment and FAST digital/linear hybrid video editor. Salary $18,205 for 10 months.

A+ Certified Service Technician - January 2000

IKON , Latham, NY; Networking Essentials - 4.0, January 1999; A+ Certification Training, April 1999

Schenectady County Community College , Schenectady, NY, Fall 1995 – Fall 1996

State University of New York at Potsdam , Potsdam, NY, Fall 1990 – Fall 1991

Hudson Valley Community College , South Troy, NY, Fall 1989 – Spring 1990

COMMUNITY INVOLVEMENT

Member, The Society for Creative Anachronism , 1984 - present; Castellan - The Barony of Concordia of the Snows , 2002 - present; Deputy Seneschal and Light Weapons Marshall - Shire of the Northern Outpost 1990 - 1991 Founder and Chatelaine - Canton of Crystal Peaks 1989 - 1990;

Board of Directors (Non Voting Member), The Schenectady Access Cable Council 1996 - 1997

Vice President, Drama Club of SCCC , 1995 - 1996

The Mendhalsson Club of Albany , 1989 - 1995

Vice President, Medieval Re-enactment Club at SUNY Potsdam, 1990 – 1991

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