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Seasoned manager with experience handling multiple technical teams with an emphasis on compliance and reporting while overseeing daily administrative operations to deliver an end product to clients that ensure strict timelines are met or exceeded while interfacing directly with client contacts to adopt a whatever it takes approach to satisfying expectations is currently looking for an opportunity to leverage existing experience and talent to take on larger challenges in an atmosphere that promotes professional and personal growth.
Manager, 2013 - Present
Monitor calls and provided feedback during coaching sessions to individual agents.
Meet or exceeded KPIs such as AHT (average handle time), tickets time to close.
Build reports for the assistance account manager to present.
Assist with development and implementation of Employee work performance.
Walk the floor and assist agents with technical questions and procedures.
Participate in various client projects.
Enterprise Support Engineer, 2011- 2013
Provided technical support to large enterprise company help desk agents to maintain internet and network operation of over 1000 sites including clients such as Conoco Phillips, BP, McDonalds, Burger King, Sears, Murphy Oil, etc.
Assisted network technicians with live troubleshooting of network devices such as DSL modems and routers by utilizing network commands to confirm connectivity between remote sites.
Created and maintained trouble ticketing system with several ISP’s such as AT&T, Comcast, Windstream, EarthLink, Century Link, etc.
Demonstrated basic knowledge in the field of network transports such as VSAT, DSL and other internet transport technologies.
Monitored and Analyzed Network availability charts such as ICMP latency, availability snapshots, and network usage charts/graphs.
Cloud Computing, 2022 - Present
Computer Repair Program, 2004