Wayne W. Ely
West Grove
Summary
Professional incident management specialist with hands-on experience in identifying, analyzing, and resolving critical system issues. Strong focus on team collaboration and achieving results, ensuring operational stability and continuity. Adept at handling dynamic environments with effective communication, problem-solving, and crisis management skills. Known for reliability, adaptability, and results-driven approach.
Overview
21
21
years of professional experience
Work History
Driver
Uber/Lyft
01.2022 - Current
- Provided safe and reliable transportation
- Provided excellent customer service, including responding to passenger inquiries and requests
- Adherence to traffic laws and regulations
- Managed time effectively to ensure timely pickups and drop-offs
- Clear and professional communication with passengers
- Technologically savvy using driver apps and navigation
ENGINEER
Comcast
07.2014 - 03.2025
- Performed incident management duties such as Identifying and generating active tickets for active and potential customer impacting network events and escalated to appropriate teams.
- Documented all progress and updates throughout incidents until resolved.
- Provided surveillance for the network from the hub to the backbone.
- Escalated outage events and/or impairments efficiently to the appropriate individuals and organizations to be sure that there was a resolution in a timely manner, to ensure the highest level of customer satisfaction.
- Reviewed and tracked scheduled maintenance (planned outages) using defined procedures so that each affected area received notice as required.
- Acted as lead of the department and assigned all work as necessary.
- Took lead on complex issues as necessary.
- Led training for lower level technicians on more advanced issues and operations.
HEADEND TECHNICIAN
Comcast
09.2009 - 07.2014
- Installed and maintained all coax and fiber cabling within the headend.
- Installed, tested and maintained headend equipment.
- Repaired headend equipment as needed to minimize customer impact.
- Performed scheduled maintenance, replacements and upgrades of services and equipment to ensure minimal system outages.
LINE TECHNICIAN
Comcast
01.2006 - 09.2009
- Maintained fiber and outside coax plant.
- Kept RF and fiber optic light levels within necessary specifications.
- Repaired outages while on shift and on-call duty.
- Performed testing, data entry, and procedural audits.
- Maintained customer reliability at 99.99%.
INSTALLER TECHNICIAN
Comcast
10.2003 - 01.2006
- Performed new installations for new subscribers.
- Upgraded existing subscriber services.
- Performed troubleshooting and repair for individual customer reported issues.
Education
Associate of Science - Information Technology
Peirce College
Philadelphia, PA01-2012
Skills
- Project management
- Problem solving
- Team Leader
- Incident management proficiency
- IT incident management
- Incident management planning
- Multitasking
Military Experience
MARINES, 1999 - 2003
Timeline
Driver
Uber/Lyft
01.2022 - Current
ENGINEER
Comcast
07.2014 - 03.2025
HEADEND TECHNICIAN
Comcast
09.2009 - 07.2014
LINE TECHNICIAN
Comcast
01.2006 - 09.2009
INSTALLER TECHNICIAN
Comcast
10.2003 - 01.2006
Associate of Science - Information Technology
Peirce College
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