Cody Ivey
Monroe
Summary
Personable and reliable with positive, upbeat tone and strong problem-solving abilities. Possesses sound technical acumen and adept at troubleshooting and customer service. Dedicated to providing exceptional support and ensuring optimal customer satisfaction. Professional customer service technician with strong technical skills and problem-solving abilities. Proven track record of effective troubleshooting and maintaining customer satisfaction. Reliable team player focused on collaboration and adaptability to meet changing needs. Skilled in communication, diagnostics, and delivering results efficiently.
Overview
6
6
years of professional experience
Work History
Customer Zone Technician
Windstream - Kinetic
12.2018 - 11.2024
- Used variety of test equipment to isolate, identify and analyze equipment trouble and took appropriate maintenance action.
- Reduced response times by prioritizing urgent cases and implementing effective time management strategies.
- Installed, removed, programmed, tested, troubleshot and repaired various complex voice, data and ancillary equipment.
- Collaborated with cross-functional teams to implement system improvements, resulting in fewer service disruptions for customers.
- Performed remote troubleshooting sessions with customers to resolve technical issues efficiently without needing on-site visits.
- Conducted thorough diagnostics on network issues, ensuring swift identification of root causes and effective resolution.
- Increased first-call resolution rates through comprehensive knowledge of products and services offered by the company.
- Improved customer satisfaction by addressing and resolving technical issues promptly and professionally.
- Maintained accurate documentation of customer interactions, allowing for seamless follow-up and problem tracking.
- Installed wiring, cabling and networking hardware on customer premises.
- Installed and configured new devices and system components.
- Responded to service requests during and after business hours.
- Performed preventive maintenance of telecommunications equipment.
- Operated computer systems and support devices to install and test system upgrades.
- Provided exceptional customer support, maintaining a high-resolution rate for complex technical issues.
- Increased customer retention through building strong rapport and trust with each client interaction.
Education
High School Diploma -
Piedmont High School
Monroe, NC06.2018
Skills
- Ticketing system
- Network troubleshooting
- Remote support
- Teamwork
- Problem-solving
- Equipment installation and repair
- Wire splicing
- Reliability
- Equipment installation
- Wire pulling
- Aerial installations
- Trench digging
- Signal testing
- Configuring devices
Timeline
Customer Zone Technician
Windstream - Kinetic
12.2018 - 11.2024
High School Diploma -
Piedmont High School
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