Nathaniel L. Smith
Fuquay-Varina
Summary
Seasoned Customer Service Technician with proven skills in troubleshooting, repair, and maintenance tasks. Demonstrated ability to handle customer inquiries effectively while maintaining high levels of customer satisfaction. Known for resolving complex technical issues and delivering practical solutions that improve operational efficiency. Committed to providing exceptional service and upholding standards of quality in all tasks undertaken.
Overview
26
26
years of professional experience
Work History
Customer Service Technician
BRIGHTSPEED
Siler City
06.2016 - 06.2026
- Installation, maintenance, and troubleshooting of high-speed internet, video and voice networks including associated wiring and equipment
- Performed maintenance and repair on outside plant facilities to ensure reliable service delivery
- Climbed poles to dig up and bury cable, worked in utility access holes or controlled environmental vaults (CEV), and located buried telephone cables for network integrity
- Provided direct support to customers, facilitating effective communication that identified and pursued sales opportunities.
- Supported other technical personnel in completing their tasks
Wire Technician
AT&T
Raleigh
06.2013 - 06.2016
- Installed and repaired high-speed internet, video, and voice services, ensuring reliable connectivity for customers.
- Climbed poles and performed work in utility access holes and controlled environmental vaults to maintain service infrastructure.
- Engaged directly with customers to address needs and provide sales referrals, enhancing customer satisfaction.
Test Technician
ACTIVE POWER, INC
Austin
08.2009 - 04.2013
- Troubleshoot and repair UPS systems using utilizing schematics and various diagnostic equipment (oscilloscopes, power analyzers, etc).
- Perform in-process and final assembly tests of 3-phase UPS systems.
- Evaluated test procedures and recommended enhancements to improve testing accuracy and reliability.
- Documented test results for customer and engineering review, ensuring compliance with quality standards.
- Assisted in customer witness test demonstrations, facilitating understanding of system performance.
Applications Representative
INFICON, INC
East Syracuse
01.2007 - 07.2009
- Assisted in evaluation projects at key accounts, collaborating with Key Account Managers to ensure correct product installation and operation, while developing training and follow-up documentation to demonstrate evaluation ROI.
- Provided technical support, conducted testing, and performed evaluations of new and standard products for customer applications to ensure optimal performance at factory and customer sites.
- Provide product training for customers and sales personnel in conjunction with other Technical Support personnel and Product Marketing personnel.
- Develop and/or assist in the creation of appropriate training documentation such as training presentations, training manuals and other materials.
- Manage training and/or demo inventory and make recommendations to acquire applications equipment, and operate and maintain such equipment and laboratory facilities within budget constraints.
- Delivered feedback to Product Marketing management on industry trends, new application opportunities, and competitive activities, contributing to recommendations for enhancements in sales and technical literature.
Field Service Representative
INFICON, INC
06.2000 - 01.2007
- Provided technical support to customers via phone, email, and onsite for helium leak detection equipment.
- Installation of instrumentation and integration of leak detection equipment with OEM equipment at customer site.
- Perform preventive maintenance and/or calibration of installed equipment at customer site.
- Troubleshoot, repair, and calibrate of equipment in service center and onsite of customer location.
- Developed training materials and conducted customer training on proper tracer gas (helium, etc.) leak detection methods.
- Performed audits of customer tracer gas leak detection methods, recommending improvements to enhance effectiveness.
- Maintain service center’s spare parts inventory and scheduled calibration of diagnostic instrumentation.
Education
A.A.S. - Computer Engineering Technology
Onondaga Community College
Syracuse, NYSkills
- Technical support
- Customer relationship management
- Network troubleshooting
- System diagnostics
- Data cabling
- Equipment maintenance
- Fiber optics installation
Timeline
Customer Service Technician
BRIGHTSPEED
06.2016 - 06.2026
Wire Technician
AT&T
06.2013 - 06.2016
Test Technician
ACTIVE POWER, INC
08.2009 - 04.2013
Applications Representative
INFICON, INC
01.2007 - 07.2009
Field Service Representative
INFICON, INC
06.2000 - 01.2007
A.A.S. - Computer Engineering Technology
Onondaga Community College