Professional Summary
Revenue assurance and customer operations professional with 10+ years at Comcast,
specializing in account auditing, billing resolution, escalation support, and
process documentation. Currently transitioning into IT and cybersecurity —
actively pursuing CompTIA A+, ServiceNow CSA, and building a comprehensive
SecOps knowledge base across 168 structured notes covering security
fundamentals, tools, healthcare IT, and medical device security. Enrolled in a formal
Information Assurance and Security Certificate program starting April 2026.
Brings strong operational discipline, documentation habits, and a background in
high-stakes technical support to the security space.
Professional Experience
Comcast · Manchester, NH
- Audit residential and bulk accounts to identify and correct rate-code issues based on equipment and eligibility.
- Work accounts end-to-end through a ticketing system, ensuring accurate corrections and documented outcomes.
- Proactively contact and support customers to resolve equipment return issues and align active services to billed services.
- Support escalations from regional and divisional representatives regarding aged open work orders and equipment returns.
- Develop and maintain consent-team policies, procedures, and workflow guidance to standardize handling and reduce rework.
Comcast · Chelmsford, MA
- Resolved cable, internet, and home phone technical issues while addressing service and billing inquiries.
- Maintained high performance against key metrics including schedule adherence and post-call availability.
- Served as a trainer within the Training Nucleus, supporting six new-hire classes through onboarding.
- Created a structured nesting itinerary and floor-ready job aids to accelerate ramp-up for new employees.
- Supported daily call documentation as part of the Einstein Advocate team; assisted with supervisor coverage as needed.
Commonwealth Motors · Lawrence, MA
- Advised clients on vehicle options and purchasing needs; maintained product knowledge to ensure accurate, timely deliveries.
Town Fair Tire · Billerica, MA
- Oversaw daily shop operations including OEM/aftermarket wheel and tire applications, mounting/balancing, and alignment adjustments.
Certifications & Training
Welcome to ServiceNow — Micro-Certification
ServiceNow · Now Learning
Earned Mar 2026
Flow Designer Fundamentals — Micro-Certification
ServiceNow · Now Learning
Earned Mar 2026
Platform Analytics Fundamentals — Micro-Certification
ServiceNow · Now Learning
Earned Mar 2026
Automated Test Framework — Micro-Certification
ServiceNow · Now Learning
Earned Mar 2026
ServiceNow Certified System Administrator (CSA)
ServiceNow
In Progress
CompTIA A+ Core 1 & Core 2 (220-1201 / 220-1202)
CompTIA
In Progress
CompTIA Security+ SY0-701
CompTIA
Planned 2026
eJPT — Junior Penetration Tester
INE Security
Planned 2026
Wheel Alignment Level 1 & 2
Hunter Engineering Company
Certified
DOW Adhesive Qualified Training — Card #303-303639
Dow Automotive Training
Certified
Education
Information Assurance and Security Certificate
University of Phoenix
Starting April 21, 2026
Computer Aided Design
Middlesex Community College · Lowell, MA
2012
Adult Learning Center
Nashua, NH
2005
Core Skills
Operations & Support
Revenue Assurance Auditing
Ticketing Systems
Escalation Support
Process Documentation
Training & Coaching
Customer Communication
IT & Cybersecurity (In Progress)
Network Security
Vulnerability Assessment
OWASP Top 10
Nmap
Wireshark
Linux (Ubuntu)
Docker
Platforms
ServiceNow
Epic EHR
Nginx
Cloudflare
Portainer
Technical Support
Cable / Internet / VoIP
Technical Troubleshooting
Equipment & Billing Resolution
Workflow Documentation