Customer
Kerry Cubiotti
93 Shepard Rd
Rochester, NY 14624
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Education:
University Of Phoenix
2007-2009
Major: Business
Monroe Community College
2001-2003
Major: Liberal Arts
Spencerport High School
1996-2000
Major: Business
Regents Diploma
Employment History:
Collabera Inc. / ACC Business
400 West Ave Gate H
Rochester, NY 14611
January 2014- Present
Position: Circuit Maintenance Technician
Manager: Lisa McKenzie------------
-Provide escalation support for team members and handle complicated calls.
-Provide Tier 1 or Tier 2 support internally, externally. To customers, agents vendors, and NOC/Call Center that works remotely with AWS field techs or TAC (Technical Assistance Center).
Roles & Responsibilities:
• Open, update and close trouble tickets - Proficiency measured primarily by installation trouble tickets work/completed and handling calls, as well as quality based metrics for the team.
• Requires a well-rounded knowledge of networking concepts, networking implementation, and software concepts and use. Required in the testing and analysis of all elements of the network facilities.
• Assists in the rapid assessment of both the nature and severity of customer problems and initiates calls to various support organizations as needed.
• Manage the installation and remote troubleshooting of Linux servers and various manufacturers of switching and routing equipment.
• Manage personal phone queue and handle multiple forms of electronic communication related to the project.
• Maintains documentation of daily operations. Install and test commercial networks. Effectively communicate with clients and various levels of management.
• Provide and document consistent accurate and detailed analysis of issues for each installation. Assists in the collection of customer requested data such as traffic reports.
APPLICATIONS
• Microsoft Office Professional Word, Execel, Outlook, TCIP Protocols,Citrix,DSL,VPN,INTRANET,T1 Circuits, Looking Glass, MCUT, Instar, Remedy, Otis, Omnibill, Basic DOS commands, LAN/WAN Configuration,BMP2
Sutherland Global / AT&T Mobility
1180 Jefferson Rd
Rochester, NY 14623
June 2013-December 2013
Position: Customer Support Representative
Manager: Karl Thomas
------------
Duties included answering inbound customer calls and resolving issues with billing, and sales. Also performed Tier 1 technical troubleshooting.
Verizon Wireless
33 Calkins Rd
Rochester, NY 14623
November 2004- April 2008
Position: Data Support Coordinator
Manager: Carlos Valdes
------------
Duties included answering inbound technical support calls. Assisting customers with device troubleshooting on both voice and data devices. I also served as interim supervisor on occasion and taking Customer escalations. Worked with the Remedy ticketing system as well as Microsoft Word, Excel and PowerPoint.
Kerry Cubiotti
93 Shepard Rd
Rochester, NY 14624
------------
Education:
University Of Phoenix
2007-2009
Major: Business
Monroe Community College
2001-2003
Major: Liberal Arts
Spencerport High School
1996-2000
Major: Business
Regents Diploma
Employment History:
Collabera Inc. / ACC Business
400 West Ave Gate H
Rochester, NY 14611
January 2014- Present
Position: Circuit Maintenance Technician
Manager: Lisa McKenzie------------
-Provide escalation support for team members and handle complicated calls.
-Provide Tier 1 or Tier 2 support internally, externally. To customers, agents vendors, and NOC/Call Center that works remotely with AWS field techs or TAC (Technical Assistance Center).
Roles & Responsibilities:
• Open, update and close trouble tickets - Proficiency measured primarily by installation trouble tickets work/completed and handling calls, as well as quality based metrics for the team.
• Requires a well-rounded knowledge of networking concepts, networking implementation, and software concepts and use. Required in the testing and analysis of all elements of the network facilities.
• Assists in the rapid assessment of both the nature and severity of customer problems and initiates calls to various support organizations as needed.
• Manage the installation and remote troubleshooting of Linux servers and various manufacturers of switching and routing equipment.
• Manage personal phone queue and handle multiple forms of electronic communication related to the project.
• Maintains documentation of daily operations. Install and test commercial networks. Effectively communicate with clients and various levels of management.
• Provide and document consistent accurate and detailed analysis of issues for each installation. Assists in the collection of customer requested data such as traffic reports.
APPLICATIONS
• Microsoft Office Professional Word, Execel, Outlook, TCIP Protocols,Citrix,DSL,VPN,INTRANET,T1 Circuits, Looking Glass, MCUT, Instar, Remedy, Otis, Omnibill, Basic DOS commands, LAN/WAN Configuration,BMP2
Sutherland Global / AT&T Mobility
1180 Jefferson Rd
Rochester, NY 14623
June 2013-December 2013
Position: Customer Support Representative
Manager: Karl Thomas
------------
Duties included answering inbound customer calls and resolving issues with billing, and sales. Also performed Tier 1 technical troubleshooting.
Verizon Wireless
33 Calkins Rd
Rochester, NY 14623
November 2004- April 2008
Position: Data Support Coordinator
Manager: Carlos Valdes
------------
Duties included answering inbound technical support calls. Assisting customers with device troubleshooting on both voice and data devices. I also served as interim supervisor on occasion and taking Customer escalations. Worked with the Remedy ticketing system as well as Microsoft Word, Excel and PowerPoint.