Job duties: First call resolution team that handles inbound calls of residential and business customers. Troubleshoot and repair, digital TV service, HD service, DSL service, home network issue with Linksys and Engenius router, Access line, and digital phone service. Then knowledge with FTTH network with residential Gateways. Gain skills on troubleshoot Email issues with Microsoft outlook, outlook express and with Sure west web portal. Gain knowledge on copper and fiber network infrastructure with cable, video and data. Used ICMP commands to troubleshoot customer cable, video and data issues. Gain Knowledge in troubleshooting and their functunites of sureWest products like Ethernet Gateways, switches, four port modems and how to configure them, and cable converter boxes. Understand now to telnet to innomedieas and Residental Gateways. Knowlegde of SIP, IGMP, MGCP and muiltcasting on copper and Cisco Network.