- DIY and Home Improvement
- Outdoor Recreation
- Disc Golf
- Team Sports
- Strategy Games
Keith Hazen
Pittsburgh
Summary
Proven Engineer at Comcast, Xfinity, adept in system troubleshooting and fostering teamwork, enhanced project delivery by implementing agile methodologies, achieving a significant reduction in completion time. Excelled in critical thinking and effective communication, consistently surpassing performance metrics and elevating customer satisfaction through innovative problem-solving and process improvement.
Detail-oriented, organized, and meticulous employee. Works at fast pace to meet tight deadlines. Enthusiastic team player ready to contribute to company success.
Proactive and goal-oriented professional with excellent time management and problem-solving skills. Known for reliability and adaptability, with swift capacity to learn and apply new skills. Committed to leveraging these qualities to drive team success and contribute to organizational growth.
Overview
21
21
years of professional experience
Work History
Engineer
Comcast, Xfinity
04.2023 - Current
- Provisioning and technical support of Q2Q, Q2IP, MDTA video distribution for commercial sites.
- Established strong working relationships with clients, vendors, technicians through exceptional communication skills, fostering trust and collaboration.
- Commercial Video provisioning, advanced technical support for internal & external stakeholders.
- Developed positive working relationships with stakeholders to effectively coordinate work activities.
- Achieved successful project outcomes by maintaining accurate documentation and meeting strict deadlines.
- Reduced project completion time with efficient resource allocation and effective communication strategies.
- Streamlined project delivery processes, implementing agile methodologies that improved team collaboration and efficiency.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Conducted root cause analysis of technical issues, implementing preventive measures for future occurrences.
- Provided remote assistance to clients, ensuring timely resolution of software and hardware concerns.
- Enhanced customer satisfaction by resolving complex technical issues promptly and effectively.
- Performed root cause analysis of reported issues to enact corrections.
- Explained technical information in clear terms to promote better understanding for non-technical users.
- Managed multiple concurrent support cases with precision and focus, resulting in a high rate of case closure within target timelines.
- Mentored junior members of the team on best practices in issue resolution techniques.
- Served as an escalation point for challenging technical inquiries, demonstrating expertise in product knowledge and problem-solving abilities.
- Maintained clear communication channels with clients throughout the troubleshooting process, ensuring transparency and trust.
- Collaborated with cross-functional teams to develop solutions for recurring technical problems.
- Delivered Tier-3 support and SME input to internal and external customers.
- Consistently met or exceeded performance metrics, contributing to overall team success.
- Enhanced system performance by troubleshooting and resolving complex technical issues.
- Reduced downtime by conducting proactive system monitoring and maintenance.
- Served as key liaison between technical team and non-technical stakeholders, translating complex technical details into understandable terms.
- Diagnosed and troubleshot hardware, software and network issues.
- Responded to customer inquiries and provided technical assistance over phone.
HFC Tech 2
Comcast, Xfinity
07.2010 - 04.2023
- Maintained high-quality service, consistently meeting or exceeding performance metrics in a fast-paced environment.
- Managed multiple tasks simultaneously while maintaining focus on key priorities in a high-pressure environment.
- Assisted new team members in acclimating to the support environment, sharing best practices, and providing mentorship.
- Developed strong relationships with clients by consistently delivering reliable technical assistance and fostering trust in the company''s services.
- Efficiently escalated complex cases to Level 2 Technical Support Engineers when necessary, ensuring timely resolution for customers.
- Collaborated with cross-functional teams to identify root causes of recurring problems and develop long-term solutions.
- Contributed to the continuous improvement of support processes by providing feedback and suggesting process enhancements.
- Reduced response time for support tickets with effective prioritization and efficient workflow management.
- Enhanced team productivity by collaborating on troubleshooting processes and sharing knowledge with colleagues.
- Monitored outside plant performance to identify potential issues.
- Tested new software and hardware prior to deployment.
- Maintained accurate records of all dispatched calls, improving data tracking for future analysis.
- Promoted teamwork among colleagues by proactively assisting others when needed.
- Improved response times by prioritizing and efficiently managing emergency calls.
- Maintained accurate records of dispatched calls and their outcomes, ensuring thorough documentation for future reference.
- Read system maps and caller information, and documented details in system.
- Assessed emergency requests and made quick judgment calls to determine appropriate action.
Network Surveillance Tech 1
Comcast, Xfinity
05.2005 - 07.2010
- Improved overall efficiency by conducting routine maintenance and remote troubleshooting on field equipment.
- Reduced downtime by promptly addressing and resolving technical issues in the field.
- Collaborated with cross-functional teams to complete projects within deadlines, maintaining high quality standards.
- Pro active monitoring of network, ticket and dispatch technicians to outages
- Collaborated effectively with various departments involved in projects such as engineering and planning to achieve desired outcomes.
- Conducted regular maintenance checks to ensure optimal performance of field devices, enhancing reliability.
- Reduced downtime, swiftly identifying and resolving hardware malfunctions in field.
- Worked closely with network administrators and server engineers to deliver quality service.
- Managed multiple tasks simultaneously while maintaining focus on key priorities in a high-pressure environment.
- Streamlined communication between customers and internal teams, ensuring accurate information was shared to resolve issues quickly.
- Proactively identified potential issues through ongoing monitoring of systems'' performance indicators, taking preventive measures when required.
- Collaborated with cross-functional teams to identify root causes of recurring problems and develop long-term solutions.
- Monitored system performance to identify potential issues.
- Host and facilitate conference bridges in break fix pressure situations.
- Ticket and document events.
Dispatcher
Comcast, Xfinity
02.2004 - 05.2005
- Directed dispatching, routing, and tracking of techs for installs and trouble calls
- Collaborated with fellow dispatchers to maintain a seamless workflow during shift changes.
- Managed conflict resolutions with customers, drivers and other personnel to encourage professional relationships and promote respect.
- Provided exceptional customer service to callers, remaining empathetic and patient during emergencies.
- Promoted teamwork among colleagues by proactively assisting others when needed.
- Consistently met performance metrics for call handling, contributing to the overall success of the department.
- Demonstrated adaptability in evolving situations by adjusting strategies in real-time as new information became available.
- Maintained high levels of confidentiality and discretion with sensitive information.
Education
High School Diploma -
David B Oliver
Pittsburgh, PA06-1990
Skills
- Critical thinking
- Data analysis
- System troubleshooting
- Root-cause analysis
- Time management
- Quality control
- Process improvement
- Hardware troubleshooting
- Object-oriented programming
- Teamwork and collaboration
- Problem-solving
- Attention to detail
- Troubleshooting
- Excellent communication
- Multitasking
- Work Planning and Prioritization
- Analytical thinking
- Multitasking Abilities
Interests
Timeline
Engineer
Comcast, Xfinity
04.2023 - Current
HFC Tech 2
Comcast, Xfinity
07.2010 - 04.2023
Network Surveillance Tech 1
Comcast, Xfinity
05.2005 - 07.2010
Dispatcher
Comcast, Xfinity
02.2004 - 05.2005
High School Diploma -
David B Oliver
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