BENJAMIN KEENER
Concord
Summary
Dedicated and solutions-oriented IT and Customer Service professional with over 12 years of experience delivering technical support and exceptional user experiences across diverse environments. Skilled in troubleshooting hardware, software, and network issues, with a strong ability to translate complex technical concepts into clear, user-friendly language. Passionate about teaching and mentoring others. Committed to leveraging technology and education to enhance service delivery and support business operations.
Overview
6
6
years of professional experience
Work History
Small Business Repair Lead
Spectrum
12.2022 - Current
- Took escalated representative and customer calls to resolve any possible concerns.
- Handled the most complex of situations while educating both representatives and customers on best practices for troubleshooting.
- Heavy use of internal billing system CSG and CSG troubleshooting.
- Special projects when requested such as working the SCI/UCM/TMS tickets.
- Maintained a consistently high metric for Lead Teach, effectively training agents on the call.
Small Business Repair Technician 3
Spectrum
10.2022 - 12.2022
- Took calls in a fast-paced environment troubleshooting of phone and internet.
- Handled complex coaxial troubleshooting as a tier 3 technical support representative.
Small Business Repair Technician 2 (CCST)
Spectrum
01.2021 - 10.2022
- Took calls in a fast-paced environment troubleshooting of phone and internet.
- Handled complex coaxial troubleshooting as a tier 2 technical support representative.
- Used protocols such as SSH/Telnet to remotely access and configure devices.
- Worked with other technical support representatives from all major managed service providers to correct end user issues.
Small Business Repair Technician
Spectrum
03.2020 - 01.2021
- Conducted diagnostic procedures to determine root cause of customer problems and provide accurate repair recommendations.
- Took end user calls in a fast-paced work environment.
- Utilized tools to work on network equipment and script modems.
- Provided excellent customer service, while maintaining metric scores at a high level.
Education
High School Diploma -
Jay M. Robinson High School
Concord06-2006
Skills
- Cross-functional teamwork
- Effective problem resolution
- Detail-oriented approach
- Excellent communication, both written and verbal
- Customer-focused technical assistance
- Instructional training
Timeline
Small Business Repair Lead
Spectrum
12.2022 - Current
Small Business Repair Technician 3
Spectrum
10.2022 - 12.2022
Small Business Repair Technician 2 (CCST)
Spectrum
01.2021 - 10.2022
Small Business Repair Technician
Spectrum
03.2020 - 01.2021
High School Diploma -
Jay M. Robinson High School
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