Jamel Singh

Accomplished technology support professional with more than 20 years of experience supporting customers, resolving complex technical issues, managing escalations, and contributing to high-performing service desk operations. Recognized for leadership, customer service excellence, workforce support, mentoring, operational reporting, training coordination, and process improvement.

Social Media Specialist - ALTICE USA (Formerly Cablevision) - Jericho, NY

(2023-04 - 2026-06)

• Serve as a first line of defense in protecting the company's social media presence by monitoring customer interactions across major social media platforms.
• Respond to customer inquiries, service concerns, technical issues, and escalations through both public and private communication channels.
• Troubleshoot internet, voice, video, and account-related issues while coordinating resolutions with technical and operational teams.
• Manage customer escalations and ensure timely resolution while maintaining a positive customer experience.
• Partner with multiple departments to address service disruptions, customer complaints, and reputation management concerns.
• Identify recurring service trends and communicate findings to leadership teams to support continuous improvement initiatives.
• Support customer engagement efforts while maintaining company brand standards and service quality expectations.

Senior Technical Support Representative / Service Desk Lead - ALTICE USA (Formerly Cablevision) - Jericho, NY

(2006-06 - 2023-04)

• Delivered advanced technical support for internet, VoIP, television, networking, and connectivity services supporting residential and commercial customers.
• Diagnosed and resolved complex technical issues involving hardware, software, networking, service interruptions, and account-related concerns.
• Served as a key escalation resource, working across departments to resolve customer issues and restore service.
• Acted as Backup Lead Technician, supporting operational leadership, handling supervisor calls, and assisting with customer escalations.
• Selected to support service desk operations, including queue management, workforce coordination, operational reporting, and performance monitoring.
• Generated operational reports utilized by leadership to support staffing decisions, service delivery, and workforce planning.
• Supported monitoring of operational performance indicators, service quality standards, and customer experience initiatives.
• Coordinated employee training activities and maintained training schedules and documentation.
• Provided training, mentoring, and knowledge transfer support to new and existing team members.
• Collaborated with technical and operational teams to identify root causes, improve processes, and enhance service delivery.
• Recognized with three Bronze Star Awards for performance excellence and outstanding customer service.

Technical Support Representative (Contract) - AEROTEK / OPTIMUM ONLINE - Melville, NY

(2006-02 - 2006-06)

• Provided technical support and troubleshooting assistance for internet services and connectivity-related issues.
• Diagnosed service interruptions and assisted customers with restoration and issue resolution.

Sales Supervisor / Key Carrier - OFFICE MAX - Elmont, NY

(2005-08 - 2006-01)

• Supervised daily store operations and supported sales performance initiatives.
• Managed customer escalations and resolved service-related concerns.

Product Processing Specialist - BEST BUY - New York, NY

(2003-02 - 2005-08)

• Managed shipping, receiving, inventory control, replenishment, and loss prevention activities.
• Conducted cycle counts and inventory audits to ensure inventory accuracy.
• Earned two MVP Awards and one All-Star Award for exceptional performance.

Information Technology Intern - XEROX CORPORATION - Rochester, NY

(1999-06 - 1999-09)

• Developed a user manual using Microsoft Visio to guide employees through data migration processes.
• Assisted in migrating data from the company's legacy database system to Oracle, ensuring accuracy and data integrity throughout the process.
• Wrote and executed SQL queries to retrieve and analyze database information.

Bachelor of Science - Computer Science - New York Institute of Technology