Zuzuki Katana

Experienced Network and Cable Technician with over 12 years of hands-on experience in fiber, coax, internet, surveillance, and alarm systems. Proven ability to troubleshoot outages, maintain network infrastructure, support customers, and coordinate field operations. Strong technical background combined with leadership, training, and customer service expertise. Bilingual in English and Spanish.

Surveillance Network Technician at Comcast

• Led installation, maintenance, and repair operations for fiber and coax network systems supporting large scale surveillance infrastructure.
• Oversaw network performance for internet, surveillance, and alarm systems, ensuring reliability and service continuity.
• Directed outage diagnostics and resolution efforts, prioritizing issues to minimize downtime and operational impact.
• Coordinated cross-functional teams including dispatch, field technicians, and engineering to meet service level objectives.
• Documented service activities and contributed to process improvements and operational reporting.

Operations Dispatcher at Comcast

• Coordinated and assigned field technicians to resolve service outages and high priority trouble calls based on urgency and resource availability.
• Monitored service restoration progress, escalated unresolved issues, and ensured timely resolution in alignment with service level expectations.
• Served as central point of communication between field teams, technical operations, and management during outage events.
• Prepared and analyzed daily outage and operational reports to support performance tracking and decision making.

Customer Service Operations Lead at Comcast

• Led day-to-day customer service operations, serving as primary escalation point for billing and technical service issues.
• Oversaw daily cash handling, reconciliation, and compliance with internal controls.
• Prepared and reviewed daily, weekly, and monthly operational and performance reports.
• Coordinated front-line staff activities to ensure consistent service quality and efficient workflow.
• Supported process improvements to enhance customer satisfaction and operational efficiency.

Technical Support Representative at Comcast Call Center

• Delivered technical and billing support for cable HDTV, internet, and digital phone services in a high-volume call center environment.
• Resolved complex customer issues through structured troubleshooting and clear communication.
• Served as escalation support for advanced technical concerns and service disruptions.
• Assisted with mentoring and onboarding new support representatives.

Certification in Network+ & A+ Operating Systems – New Horizons Computer Learning Center (1997)

Certification in Table Television Technology – C-Cor Electronics Inc. (1992)

Certification in Electricity/Electronics – Hudson County Vocational Technical School (1987)

Degree in Business Administration – Universidad Mariano Gálvez Guatemala (1984)

Degree in Bookkeeping – Colegio de Ciencias Comerciales Guatemala (1982)