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Click here or scroll down to respond to this candidateCandidate's Name
Lebanon, New Jersey PHONE NUMBER AVAILABLE EMAIL AVAILABLE LINKEDIN LINK AVAILABLESUMMARYAn analytical and dedicated technical support professional with extensive experience with help desk ticketing systems, hardware setup and provisioning, resolving DNS and IP addressing issues, and account management. Leverages exceptional interpersonal skills to communicate clearly with internal and external cross-functional team members in a matrix management environment to achieve targeted goals. A goal-oriented, knowledgeable producer who continuously visualizes, expands, and generates ideas to maximize growth and profits.Technical Troubleshooting Issue Resolution Computer Operations Provisioning SystemsHelp Desk Operations IT Project Management Customer Experience Network AdministrationTECHNICAL SKILLSSalesforce ServiceNow Remedy iOS ChromeOS Android Linux OS ADTRAN Calix Citrix NetIQ (DRA)EXPERIENCECENTURYLINK / BRIGHTSPEED, RemoteData Tech Lead Technical Support Technician 4, 2012-2024Provided Tier 4 support for broadband products, supporting frontline agents and escalations.Resolved customers issues by performing activities either with direct assistance or by appropriate referral.Handled static IP addressing and port forwarding and rebuilt circuits.Recorded customer interactions and transactions, logging details of inquiries, and comments, as well as actions taken.High volume call center with an average of 65 calls per day.Achieved exceptional Key Performance Metrics. Rated in the top 10% of all agents in the call center.Achieved high customer satisfaction, resulting in a very high Net Promoter Score.Excellent First Call Resolution, rated in top 10% of agents in call center.ADDITIONAL EXPERIENCECORETECH CONSULTING GROUP, Raritan, New Jersey, 4/2007 11/2012IT Service Delivery-End User Support IT Retained Support IT Service Request Management Process CoordinatorProvide End-user second level support for Service Request Management SystemService performance monitoring and reporting, and problem identificationDirect items in queue that are out of scope to the proper channels for resolution.Investigate various issues affecting Service DeliveryCOMPUTER TROUBLESHOOTERS, Flemington, New Jersey, 1/2003 3/2007, Owner / OperatorProvide a full range of computer and technology solutions to small business owners and private home users.On-Site/Off -site Service & Support.Troubleshooting & Repairs, and Computer Networking.Remote management of routers and computers.Website development, creation, and management.AT&T, Piscataway, New Jersey, 1/1997 12/2002Process / Planning Manager Knowledge Management Systems-Content Author Implementation Manager Request for Service AgentDevelop and document Provisioning process for new features and services for the Managed Internet Services Customer Care Organization.Collaborate with Service Realization team members on new service offerings.Interact with Provisioning, Billing, and Systems Development organizations for development of Customer Care process documentation.Review and update Provisioning Interface Agreements as needed. Coordinate customers service requirements with Network Care and Managed Network Solutions.Work closely with Provisioning Technical Support team for review of customers service requirements.Quickly and efficiently migrated customers, resulting in substantial cost savings, and increased revenue to AT&T.EDUCATIONFAIRLEIGH DICKINSON UNIVERSITY, Madison, New Jersey B.S., Business AdministrationPROFESSIONAL DEVELOPMENTTHE CHUBB INSTITUTE, Parsippany, New Jersey Diploma in Data Center Support |
