Jan 03, 2024

Lawrence Schlanger

  • Video operations
  • Denver, CO, USA
Full time Customer Service Entry Level Ministry, Music Radio Telecommunications

Personal Summary

Lawrence Schlanger

Littleton Co, 80128

Cell 303-518-0703

Email: Larryschlanger2@gmail.com                                                                                              

linkedin.com/in/lawrence-schlanger

Results-oriented and detail-driven professional with a proven track record in the oversight and management of technical support operations within the telecommunications industry. Adept at utilizing sophisticated ticketing systems to oversee the creation and resolution of 200 diverse tickets, ensuring a systematic approach to tracking and resolving issues within established timelines. Skilled in resolving complex technical challenges, responding to incoming phone calls, and addressing outages related to missing local commercial insertions, resulting in substantial cost savings exceeding $3K.

Known for compiling comprehensive monthly reports detailing the total number of generated tickets and their respective causes, demonstrating a commitment to data-driven decision-making. Successfully managed over 12,000 services and 60,000 video streams, implementing disaster recovery measures by opening phone bridges during critical incidents.

Experienced in policy and procedure development, with a proven ability to write effective guidelines that enhance operational efficiency. Recognized for delivering training programs both offshore and in the office, leading to significant cost savings of $60K for the company.

Demonstrated expertise in after-hours call center management, handling over 20 cable-headed technical support, device deployment, and digital cable channel mapping services. Proficient in troubleshooting both analog and digital headends equipment, including IRT MPS, DSR SEM, APEX, DCT, DCX, and DCH. Skilled in authorizing equipment upgrades and re-IP, resolving HMS and polling-related problems.

A dedicated professional committed to delivering high-quality technical support and ensuring seamless operations in dynamic and fast-paced environments. Ready to contribute extensive skills and experience to drive excellence in technical support and operations management.

Work Experience

Video Reliability and Quality
Comcast

Oversee creation and management of 200 tickets utilizing sophisticated ticketing system, ensuring systematic approach to tracking and resolving diverse issues within established timelines.

Resolve complex technical challenges by responding to incoming phone calls from head ends, addressing outages related to missing local commercial insertions, resulting in substantial cost savings over $3K.

Compiling monthly reports detailing the total number of tickets generated and their respective causes.

Handling over 12,000 services and 60,000 video streams. Disaster recovery by opening phone bridges.

  Write effective policies and procedures.  Training offshore and in the office. Was able to save the company $60K.