Rasul Swiggett

Experience

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  Comcast Cable

  Jan 2007 - Jan 2010

  Assisted new/existing business customers with troubleshooting and maintained all networking devicesand infrastructure across the enterprise including switches, routers and firewalls.Reviewed logs for all networking devices for unresolved abnormalities and problems.Performed network connectivity testing by logging into customer routers remotely and verifying devicesconnected directly to router/gateway.Coordinated and designed meetings and decisions across 3 internal departments and teams.Made recommendations and developed technical design for new application features. Show less Troubleshoots and resolves technical problems over the phone in a single customer interaction tomaximize the customer experience.Demonstrated ability to establish and maintain effective relationships with customers effectively gainingthe customer cooperation to work through the troubleshooting process.Coached fellow CAEs individually, mentor and perform weekly customer quality experienceevaluations.Followed internal procedures for change management, incident management and escalation.Participated in special projects, external audits, evaluations and process improvements. Show less

  • Commercial/Online Customer Account Executive

    Jan 2008 - Jan 2010

  • Residential/Online Customer Account Executive

    Jan 2007 - Jan 2008
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  Comcast Cable

  Jan 2010 - Mar 2015

  Technician II NASR (National Activation, Service and Repair)

  Performs outage trending and root cause analysis of issues affecting customer's voice, video, wirelessand/or data services. Troubleshoots and manages carrier to carrier issues: Inbound and outbound, SIP,Peer to Peer, PSTN, 3rd parties, partners/vendors.Works extensively with other advanced technical organizations such as XOC Service Desks, XNOCRepair teams, local market team members and the organization supported to resolve complexproblems.Incubated and tested new products such as X1 and XH (Xfinity Home). Created M & P's on how totroubleshoot them.Recommended process and systems improvements such as the 1st call resolution Template.Referred major hardware and software problems and defective products to vendors or technicians forservice. Show less

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  COMCAST CABLE Regulatory Corporate Office

  Apr 2015 - now

  Specialist II (Technical)

  Resolve inquiries, complaints, comments and other contacts generated through a state or federalregulatory agency regarding provisioning issues, voice related technical troubleshooting, advanced X1troubleshooting, channel tuning and Comcast Website issues.Create Technical Training Documents for internal tools that are used from NASR (National, ActivationSecurity and Repair). Provides initial as well as ongoing training and coaching for Technical andNon-Technical Regulatory Specialists.Lead Bi weekly RCT (Regulatory Compliance Team) -Technical Meetings were we brainstormed tocreated projects and discuss what new tools would be needed to reduce the number of RebuttalsComplaints were receiving from customer issues that were resolved.Use Root Cause Analysis to find what caused customers' services to be impacted on a Regional orNational Level. Collaborated my findings with the Tech Ops departments to reduce the number ofrepeat trouble calls.Implement company policies, technical procedures and standards for preserving the integrity andsecurity of data, reports and access. Show less