Edward Youngblood

• Installed, activated, and repaired broadband and voice services for 6–10 customers daily.
• Achieved an impressive 88–94% first-time completion rate, minimizing repeat service calls.
• Diagnosed RF, cabling, and modem/router issues, effectively reducing escalations and follow-up requests by 15%.
• Developed strong technical skills in broadband technology and customer service while working

• Resolved 40–60+ Tier 1/Tier 2 support tickets daily, ensuring high-quality customer service.
• Achieved a 90% first-contact resolution rate and maintained over 95% SLA compliance.
• Managed user accounts and role-based access for over 1,000 users, enhancing operational efficiency.
• Documented incidents in ticketing systems, leading to a 20% reduction in repeat tickets.

• Provided remote Tier 1/Tier 2 support for HVAC and refrigeration IoT systems.
• Resolved performance issues to enhance uptime across commercial facilities.
• Documented incidents in service desk tools with over 90% accuracy.
• Contributed to a 20% reduction in system downtime, improving operational efficiency.

• Managed high-volume dispatch operations using OnFleet, ensuring efficient technician response times.
• Streamlined scheduling and job allocation, resulting in a 20% reduction in service response times.
• Enhanced technician productivity by 25%, contributing to improved SLA compliance.

• Delivered exceptional customer service, achieving a 95% customer satisfaction rating through effective communication.
• Increased client sales revenue by 10% through strategic upselling and cross-selling initiatives.
• Enhanced customer retention rates by 20% with proactive follow-ups and relationship-building efforts.
• Developed processes that reduced call handling time by 15%, improving

• Delivered exceptional technical support as an Internet Helpdesk Technician at teleNetwork in Houston, Texas.
• Achieved an impressive 85% first-call resolution rate, enhancing customer satisfaction for major internet service providers.
• Leveraged tools such as ArcGIS and Apache Spark Core to optimize troubleshooting processes and improve operational workflows.

Handled 20–50 inbound calls per shift, achieving an 85% first-call resolution rate and addressing 90% of technical issues within 15 minutes. Improved customer satisfaction scores by 95% and boosted retention rates by 20% through proactive follow-ups, account support, and prioritized escalation controls. Safeguarded customer accounts by actively detecting and resolving fraudulent activity through r

• Provided exceptional technical support by managing 20–50 inbound calls per shift, ensuring customer satisfaction.
• Achieved a 90% resolution rate for technical issues while maintaining compliance with quality control standards.
• Utilized task management systems to organize support requests, resulting in a 98% on-time resolution rate.

Issued Jun 2023

Issued Jun 2023