Tommy + Core.com

T1, ISDN, Dial-Up + Web Hosting

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Core.com

T1, ISDN, Dial-Up + Web Hosting

Support Technician

1997 - 2000

Relationship:Employee

Seniority:Individual Contributor

Project(s):Broadband Connectivity Support

Languages, Disciplines + Tech

Broadband Connectivity SupportApache Web ServerDNSHTTPLinuxTCP/IP

Company Overview

As part of the step-up program in my high school, I was able to intern, and later work for, ExchangeNet, which became Core.com, an ISP (Internet Service Provider) operating in the great lakes region .

It was here that I was first exposed to the Internet, and at a time where 56k phone-based modems were the standard, it was really cool getting to see how fast the internet was at an ISP's office!

I worked full time at this job to pay for college next door at Cleveland State University, where I double majored in computer science and piano performance.

Key Results

Maintained 95%+ customer satisfaction score resolving 50+ support tickets weekly
Reduced average ticket resolution time by 40% through systematic troubleshooting
Enabled 50+ customers to successfully host websites on Apache virtual hosts

Let's Talk About It...

Role: Support Technician

1997 - 2000EmployeeIndividual Contributor

Users would call or write support when they had problems with internet connectivity, email, browsing, connection speeds, or with their hosted websites, counting on me for support.

My job was to troubleshoot while assuring the customer we would figure things out, and often they are angry but also may be not computer-savvy and as such easily frustrated or hard to instruct, so extra patience and creativity and empathy went a long way in doing a good job.