William Howard
Bassett
Summary
Senior Master Broadband Technician with proven expertise
in fiber optic splicing and advanced troubleshooting. Enhanced customer satisfaction through effective problem resolution and relationship building, achieving high retention rates. Skilled in network configuration and performance optimization, fostering teamwork and collaboration to exceed service expectations.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Senior Broadband Technician
Shentel
03.2019 - 12.2025
- Led installation and maintenance of broadband infrastructure to ensure optimal connectivity.
- Diagnosed and resolved technical issues, enhancing service reliability for customers.
- Trained junior technicians on equipment handling and troubleshooting techniques.
- Utilized diagnostic tools for performance analysis, identifying areas for service enhancement.
- Increased client retention rates by fostering positive relationships and delivering consistent high-quality service experiences.
- Provided exceptional customer service, patiently guiding users through troubleshooting steps to resolve connectivity problems.
- Consistently met or exceeded performance metrics while maintaining a strong commitment to quality workmanship standards.
- Kept clients informed throughout the service process, effectively communicating technical information in layman''s terms as needed.
- Utilized advanced diagnostic tools to quickly pinpoint connectivity issues within customer networks.
- Performed preventive maintenance of telecommunications equipment.
Broadband Technician
Cox Communications
06.2017 - 02.2019
- Implemented quality control measures resulting in increased customer satisfaction ratings.
- Improved customer satisfaction by efficiently diagnosing and resolving broadband connectivity issues.
- Utilized industry equipment to analyze, identify, and resolve technical problems.
- Installed and provided troubleshooting and customer training for high-speed internet and telecommunication systems.
- Enhanced network performance for clients by conducting routine maintenance and system upgrades.
- Provided customer with information and requirements for all services.
- Ensured optimal network functionality through diligent monitoring of broadband systems and infrastructure.
- Installed and configured new devices and system components.
- Read blueprints and schematics to correctly place equipment.
- Diagnosed and resolved technical issues, enhancing service reliability for customers.
- Provided exceptional customer service, patiently guiding users through troubleshooting steps to resolve connectivity problems.
General Manager
Sprint
05.2011 - 03.2017
- Led operational strategies to enhance customer experience and drive sales growth.
- Streamlined inventory management processes, improving efficiency across multiple locations.
- Developed training programs to elevate team performance and ensure adherence to company standards.
- Managed a diverse team of professionals, fostering a positive work environment and high employee satisfaction.
- Monitored financial performance, set budgets and controlled expenses to provide financial stability and long-term organizational growth.
- Fostered culture of continuous improvement, introducing regular review sessions that boosted team performance and morale.
- Led team to exceed sales targets, implementing motivational incentives and comprehensive training programs.
Education
Associate of Business Administration - Business
Eastern Kentucky University
Richmond, Kentucky, KYAssociate of Applied Science - Applied Sciences
Arapahoe Community College
Littleton, CO08-2024
Skills
- Fiber optic splicing
- Network configuration
- Wireless networking
- Hardware installation
- Field operations
- Advanced troubleshooting
- Broadband technologies
- Signal testing
- Customer service
- Network troubleshooting
- Customer relationship management
- Complaint resolution
- Customer rapport
- System configuration
- Performance optimization
- Teamwork and collaboration
- Problem-solving abilities
- Critical thinking
Certification
NCTI-SENIOR MASTER TECHNICIAN
NCTI-MASTER TECHNICIAN
NCTI-MASTER TECH HFC NETWORKS
NCTI-RF DISTRIBUTION
NCTI-FIBER OPTICS
NCTI-ADVANCED TECHNICIAN
VIRGINIA FLAGGER CERTIFICATION
WORKING ALOFT
Timeline
Senior Broadband Technician
Shentel
03.2019 - 12.2025
Broadband Technician
Cox Communications
06.2017 - 02.2019
General Manager
Sprint
05.2011 - 03.2017
Associate of Business Administration - Business
Eastern Kentucky University
Associate of Applied Science - Applied Sciences
Arapahoe Community College