At Charter Communications, I resolve escalated technical issues across internet, cable, and voice services while serving as a Subject Matter Expert for frontline representatives.
I provide real-time agent guidance during complex customer interactions, manage open and escalated tickets, and coordinate with internal teams to drive issues through resolution. I also conduct customer callbacks, communicate findings, confirm service restoration, and support appropriate case closure.
With more than 10 years in telecommunications, I troubleshoot connectivity, equipment, configuration, and service-performance issues using TCP/IP, DNS, DHCP, Wi-Fi, VoIP, routers, modems, trace routes, and speed testing.
I support new-hire onboarding and training by explaining technical processes, troubleshooting workflows, customer-service expectations, and effective call handling.
