Web Developer with a background in marketing, network, hardware, and Linux.
1 Year:
Technical Support Specialist:
Support of cellular services including Android, iOS, their respective apps and network. Communicate resolution steps over the phone or through Facebook and Twitter direct messaging. Utilize internal and external knowledge bases while maintaining a sense of urgency for the customer.
8 Years:
Retention Specialist II:
Take ownership and be point of contact for escalated issues surrounding internal systems, billing terms and hardware to ensure low churn. Analysis and trending of team efficiently with individual and group coaching to ensure all metrics met. Peer mentoring of those promoted to the same role and acting Operations Supervisor as needed.
Retention Specialist I:
Account management and retention of consumer and business accounts.
1 Year:
Tier III Technician:
Temporary assignment to perform customer facing final resolution of high speed data and digital phone. Responsible for support of residential and business accounts. Interact daily with local offices to ensure a high level of service and facilitate a quick response when on-site personnel are needed.
8 Years:
Desktop Systems Manager:
Supported 600 local and 200 remote corporate users with a team of technicians. Responsible for entire life cycle of laptop and desktop inventory including purchasing, licensing, tracking and repair. Operated as project manager for all hardware and software upgrade initiatives of corporate systems. Provided technical consultation and support to an “agent-at-home” pilot program running live Linux DVD thin-client solutions of Citrix, VoIP, and VPN.
Service Desk Lead:
Issue resolution and escalation for 30 North America and Philippians Customer Management Centers. Revamped the Change Management process to be compliant with the new Sarbanes-Oxley regulations. Lead a “Daily Operations Call” that reviewed any previous day’s business impacting outages as well as any upcoming maintenance of mission critical systems.
Operations Supervisor:
Daily development of up to 25 technical agents to ensure all client directives are met. Pre-launch Process Review and Improvement team member. Short and long term staffing analysis.
Customer Service Specialist:
Frontline specialist assigned to launch internet focused clients. Inbound, outbound and back office support of DSL, web hosting and desktop connectivity. Maintained call handling metrics in-line with program requirements.