Gary Williamson

Experience

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  Spectrum (formerly Time Warner Cable)

  Jan 2009 - Jan 2011

  Technical Operations Center Analyst

  • Provide network reliability reports to all markets. These reports pointed out upticks in service call trends to help direct operations teams.

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  Spectrum (formerly Time Warner Cable)

  Oct 2011 - Jan 2013

  Technical Operations Center Supervisor

  • Manage technical support incident management and escalations for residential customers encompassing a wide range of productsDrive improvement to existing processes for troubleshooting customer issues and play key role in development of new workflows • Coordinate with peer groups on process standardization and tool enhancements that improve the customer and agent experience while building fault tolerance and redundancy. • Review and implement team schedules• Document employee performance throughout the course of the year in order to perform annual reviews• Evaluate candidates for open opportunities• Manage disciplinary actions for the organization including performance improvement plans and employee termination if necessary• Work with advanced networking and topology• Assist customers of all technical levels through escalations requiring management intervention over the phone and in person• Create/analyze and implement effective work flow procedures and processes Show less

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  Spectrum (formerly Time Warner Cable)

  Aug 2013 - Jul 2015

  Advanced Product Support Specialist

  • Provide technical support to the commercial user community on supported network technologies including dedicated access, legacy fiber, commercial routers, PRI, ELINE, ELAN, ETREE, MRS, Ethernet Everywhere, Hospitality systems and others• Provide assistance and mentoring to Advanced Product Support Specialists via instant messaging, email, and direct contact• Utilize phone and/or remote control capabilities to resolve complex problems and inquires referred by problem management system regarding supported software and hardware within acceptable timeframes• Document problems thoroughly and accurately related to requiring support for Software, Hardware and/or configuration changes• Escalate commercial customer problems as necessary to CNOC, management, and/or support groups• Provide feedback to others to build individual and team performance capabilities• Considered a subject matter expert capable of working independently with general supervision; with work being checked at critical points• Receive high volume of incoming phone calls and respond to inquiries in a manner which meets high quality, productivity and other performance standards• Respond to customer complaints in a professional manner; attempt to resolve complaints successfully when possible• Assist in compiling and distributing various reports for management• Contribute to the development and maintenance of internal customer databases; call tracking systems, and shared databases• Coordinate effectively with other departments as needed and document activities• Perform all required functions in an accurate, efficient and professional manner. Follow all company policies and procedures and comply with all performance and attendance standards• Provide customer with updates as to the progress of trouble tickets• Triage customer issues by acting as liaison between customer and Engineering or Tech Ops• Proactive Customer Contact for outage or maintenance Show less

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  Spectrum Enterprise

  Jul 2015 - Jun 2017

  Enterprise Technical Support Supervisor

  My team provides support to Spectrum Enterprises wide variety of products. Internet access, Ethernet access and networks, Voice and TV solutions extending to Managed IT solutions, including Application, Cloud Infrastructure and Managed Hosting Services offered by its affiliate, Navisite• Manage technical support incident management and escalations for enterprise customers encompassing a wide range of products.• Drive improvement to existing processes for troubleshooting customer issues and play key role in development of new workflows.• Coordinate with peer groups on process standardization and tool enhancements that improve the customer and agent experience while building fault tolerance and redundancy. • Analyze and model team schedules to fit the business needs.• Set measurable team goals and deploy coaching strategies for agent improvement.• Review and schedule applicant interviews to fill business needs.• Work with advanced networking technologies to support a wide variety of enterprise customers. • Ensuring a great support experience by becoming an extension of their own IT team. Show less

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  Spectrum (formerly Time Warner Cable)

  Jun 2017 - now

  Network Engineer 2

  The Network Engineer 2 is responsible for deploying, managing, and ensuring stability of the local/wide area network infrastructure technologies to provide high availability, fault tolerance, and scalability to effectively and efficiently support mission critical business systems. Demonstrates a high level of competence in LAN/WAN technologies, routing and switching platforms, troubleshooting critical issues, and coordination of implementation. Performs moves, adds, and changes of equipment and systems specifically following the designated change management policies.• Maintain and Operate Access, Edge and Core Networks consistent with Engineering policy, standards and best practice• Configure, service and support routing and switching equipment necessary for the delivery of Metro Ethernet, Regional Ethernet, Inter-Regional Ethernet services, SONET, DWDM and Wave• Troubleshoot and resolve service level and/or critical and system related issues• Document projects including scope, schedule, testing and terms of delivery to ensure project is completed with the highest level of quality and on time• Will participate in an on-call/standby rotation and is expected to respond after hours for service restoration, troubleshooting and/or repair of all necessary equipment• Mentors and trains other Engineering personnel in key elements of networking systems• Provides technical guidance to other support organizations within Spectrum Enterprise• Coordinate and validate new implementation of hardware, software and proper configuration and performance• Generate standard templates for MOPs (Methods of Procedures)• Participate in the creation of and review of event post mortem to ensure accuracy. Review post mortem and implement procedures to minimize future service outages and shorten the durations• Track all equipment RMAs and ensure that proper levels of spare inventory are maintained Show less