AT&T U-Verse Second Tier Support

Located in Mesa, Arizona, I started out as a contractor through Adino, Inc (a subcontractor for Teleworld Staffing) in February 25th, 2008. In November, 2009, AT&T brought in ASAP Staffing, LLC to buy everyone’s contracts to be actual employees through an actual employer so AT&T won’t have to lose any more good agents that were out in Mesa (due to Arizona law where after 3 years of being a contracted to a company the company you’re contracted to will either need to hire you full time or terminate the contract, going the route that AT&T choose saves them the trouble of having to hire people full time but instead now have a contract through an actual company to fulfill the need of the business).

I’ve done just about everything that AT&T U-Verse has to offer other than TLQ.

Starting out in the company I did basic technical support helping out customers and field techs with issues that falls way outside of basic tier 1 troubleshooting. There’s times when I’ll have talking with someone in U-SPOC working on an issue. In April or May of 2008, the center shifted to have 2 separate groups, customer facing and field tech facing, I was on the field tech facing. Working with primary field techs I helped with processing orders for receiver and NAD swaps.

In July, 2008, I was trained on cVoIP (known as U-Verse Voice). It wasn’t until mid August that I got the full grasp of the ordering process, troubleshooting process, and making AOTS tickets to CT-NOC using BMC Remedy. I became so good with U-Verse Voice orders and issues that in mid 2009 when 5 teams were selected to do U-Verse Voice only that I was one of the floorwalkers for the specialty team.

During that time, AT&T went through a lot of different transactions in terms of systems it uses. Went from web based Amdocs CRM to java based, from the majority of provisioning done with OMS and NetP to everything being done by BBNMS with OMS just an interface for placing the order.

When ASAP, LLC came in to buy everyone’s contracts, the center was transferring over to all customer facing. After ASAP came in and settled down in 2010, I worked overnights for 2 years.

I later gain access to Microsoft IPTV SMT when working overnights due to the lack of agents who was working overnights that had access to it, which became very useful when a customer had DVR problems.

After working the overnight shift, I went back over to late shift. Six months back on the late shifts I became a floorwalker for the nesting group for 5 classes where I managed up to 5 agents where I coach the agents how the systems worked and proper ways to troubleshoot some situations along with listening to their calls.

During the down moments from coaching the new agents, I also took supervisor escalations and was appointed acting supervisor so the supervisors can focus on other work.

Once I was done with floor walking, I started working on the C2C project and still on there today.

(A lot of AT&T’s Acronyms can be found here)