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Jeff Valenzuela

@jeffvalenzuela

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Network Operations Specialist with a focus on customer care excellence.

United States

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What I'm looking for

I seek a role in a supportive environment that values customer care and teamwork, offering opportunities for growth and development.

With eight years of experience in network operations and customer care, I excel at troubleshooting complex systems and guiding customers through outages. My approach is grounded in empathy and clarity, ensuring that every interaction feels personal and supportive. I thrive in high-pressure environments, where my calm demeanor and problem-solving skills shine.

Throughout my career, I have consistently improved customer satisfaction scores and received recognition for my contributions, including the Circle of Excellence Award at GoNetSpeed. I take pride in developing training systems that enhance team readiness and service consistency, ensuring that my colleagues are equipped to provide exceptional support.

As a Network Operations Specialist, I have successfully managed critical escalations and optimized SaaS systems to maintain uptime. My commitment to proactive outreach and effective communication has allowed me to build trust with both customers and team members, making me a reliable asset in any organization.

Experience

Work history, roles, and key accomplishments

Network Operations Specialist II

GoNetSpeed

Apr 2021 - Nov 2024 (3 years 7 months)

Promoted from NOC I, I took point on critical escalations, restored uptime fast, and mentored new techs along the way. I owned high-priority escalations others avoided, and earned trust doing it.

Incident Response Ticketing Systems Legacy Infrastructure Troubleshooting Mentoring Onboarding

Service Assurance Manager

Comcast Business

May 2017 - May 2020 (3 years)

Advanced from Customer Support II, I managed enterprise incidents and led cross-functional escalations. I improved CSAT by 4% through technical leadership, client education, and proactive system fixes.

Customer Satisfaction Incident Response Customer Education Technical Leadership Cross Functional Collaboration Training Service Restoration CRM Ticketing Systems

Technical Support Specialist

OpenTable

Oct 2016 - May 2017 (7 months)

I provided global support for over 40,000 restaurants, resolving database, hardware, and platform issues in real time. I created documentation and gathered customer feedback to improve service and influence product design.

Database Troubleshooting Platform Issue Resolution Documentation Customer Feedback Technical Support Customer Service Problem Solving SaaS SaaS Support

Mentor, Adult Vocational Programs

Social Vocational Services

Apr 2013 - Aug 2016 (3 years 4 months)

Promoted from Service Provider, I led vocational training and life skills coaching for adults with developmental disabilities. I built custom programs and ran city-supported events to help clients build independence and community presence.

Vocational Training Program Development Customer Support Event Coordination Mentoring Individualized Training Plans Social Services

Education

Degrees, certifications, and relevant coursework

De Anza College Cupertino

Associate of Science, General

2001 - 2004

Grade: 3.5

Activities and societies: General studies

Coursera.org

Google Digital Marketing & E-commerce Certificate, Digital Marketing & E-commerce

Obtained an online certification in Google Digital Marketing & E-commerce via Coursera. This program provided comprehensive knowledge in digital marketing strategies and e-commerce operations.

Coursera.org

Google Project Management Certificate, Project Management

Completed an online certification in Google Project Management through Coursera. The program covered essential project management principles and tools.