Gerard Coleman

Experience

• 

  Comcast

  May 1999 - now

  Utilized applicable tools and troubleshooting skills. Continuous research and application of knowledge gained pertaining to new policies and procedures. Worked as a lead and as an individual contributed. Direct communication with numerous technical groups such as the LMC, CMC, Edge Service Group and outside agents to acquire information on technical issues related to maintenance and service issues. Assisted in training and coaching the Video Service Desk on various technologies (IVMS, True2way, Tivo, and 2 way Conduit). Escalated trouble tickets with correct documentation and troubleshooting information to various fix agencies. (CMC, EDGE, Service Group and LMC) Show less Provided world class customer service and resolved various technical support issues. These issue included e-mail configuration, operating systems troubleshooting (Window and Mac), VoIP phone issues, and general connectivity. Helped maintain customer accounts including information verification, billing resolution, and technician appointment scheduling. Continuous research and application of knowledge gained pertaining to new policies, procedures and new issues/enhancements customers are experiencing. Floor Lead in support of agents with customer issues and escalations. Direct communication with numerous local offices to acquire information on technician arrival, escalated call resolution, and follow-up. Assisted in training and coaching new hire class for ISP department. Triaged various issues to the appropriate fix agencies. Show less

  • Technical Engineer

    Jun 2009 - now

  • NOC Analyst

    Jun 2006 - Jun 2009

  • Customer Account Executive

    May 1999 - Aug 2006