Nathan Abookire
Denver
Summary
Detail-oriented Systems Engineer with extensive experience in cross-functional collaboration and problem analysis. Skilled in managing system upgrades and developing technical documentation, contributing to improved operational efficiency and customer satisfaction.
Overview
7
7
years of professional experience
Work History
Systems Engineer III
Charter Communications, Spectrum
Greenwood Village
02.2022 - Current
- Collaborated with cross-functional teams to resolve technical issues efficiently.
- Managed system upgrades and ensured compatibility with existing infrastructure.
- Developed comprehensive technical documentation for user training and support.
- Analyzed system performance to identify and implement improvements.
- Provided on-call support for emergency outages and incidents.
- Completed projects on time and within budget constraints.
- Performed rigorous testing of cable modem and router firmware to evaluate functionality prior to production deployment.
- Generated detailed technical reports for customers.
Technical Lead, Customer Operations
Charter Communications, Spectrum
Louisville
12.2018 - 02.2022
- Analyzed technical issues in tickets to provide quick, efficient resolutions.
- Performed root cause analysis for production incidents and identified permanent fixes.
- Ensured compliance with established processes, procedures, policies, guidelines, and standards.
- Provided advanced troubleshooting of cable television, IP streaming, internet and Wi-Fi, and SIP telephony services.
- Accepted real-time customer escalations from technical support representatives.
- Reviewed high-visibility executive and government agency escalations for opportunities to correct issues stemming from failures in people, processes, and technology.
- Trained new technical support staff in the company's systems, processes, and troubleshooting methodologies.
- Ensured a positive customer and team experience every day.
Education
Bachelor Of Arts (BA) - Philosophy And Religious Studies
St. Francis College
Brooklyn, NY05-2009
Skills
- Network troubleshooting
- Firmware testing
- System upgrades
- Technical documentation
- Customer relationship management
- Problem analysis
- Process compliance
- Training and development
- Critical thinking
- Effective communication
- Collaboration skills
- Attention to detail
- On-call support
- Field testing
- Configuration management
- TCP/IP protocol
- Troubleshooting and diagnosis
- Root-cause analysis
- Client service and support
- Continuous improvement
- Technical support
- Switches and routers
- Cybersecurity principles
- Cable modem troubleshooting
- Splunk analysis
- MySQL basics
- MySQL database
- Advanced troubleshooting
Languages
Russian
Limited
Arabic
Limited
Timeline
Systems Engineer III
Charter Communications, Spectrum
02.2022 - Current
Technical Lead, Customer Operations
Charter Communications, Spectrum
12.2018 - 02.2022
Bachelor Of Arts (BA) - Philosophy And Religious Studies
St. Francis College