Computer Systems Technician

• Nov 2021 - Present

Senior Supervisor

• Jun 2020 - Oct 2021

Associate Operations Manager

• Aug 2014 - Jun 2020

Manage day to day operations of the Solutions Center including:•Manage supervisor level direct reports including setting expectations, managing performance, communication, disciplinary issues, hiring, terminations, etc.•Provide direction, oversight and approval on personnel and performance issues related to associates who report into or through them.•Assist with the development of policy and procedures for all aspects of the operations from personnel to work flow. Communicate policy and procedure. Implement changes in practice. Ensure compliance with policy and procedure. Coach and provide feedback on compliance. Initiate disciplinary process in cases of non-compliance.•Ensure operational effectiveness to ensure Solutions Center meets or exceeds expectations of client contracts, including service levels, quality, and customer service.•Assigned metrics to analyze, action planning, assist in reviewing budgets, and various reports about performance outcomes in the Solutions Center. Address unacceptable outcomes. Assist in development of improved practices to ensure outcomes meet or exceed expectations.•Communicate required information on operations, outcomes, policy, customer feedback, etc. to the Solutions Center employees using practices that manifest the desired culture for the Center.•Evaluate the day to day practices of the direct reports. Provide feedback, coaching and development of skill sets to ensure leadership practices exemplify the cultural norms and performance expectations of the Solutions Center. Identify training and development needs for direct report staff.•Identify problems and/or proposed solutions and communicate, outcomes, ideas to Senior leadership team and cross functional support centers.•Monitor random calls to improve quality, minimize errors and track operative performance.•Participate in client meetings•Participate in Manager On Duty role Show less

Solutions Supervisor

• Apr 2010 - Aug 2014

Support technical call center agents in the delivery of services to customers for PC and consumer technology support.• Coach and mentor Help Desk Technicians to improved performance levels• Ability to enforce SupportSoft policies and quality expectations• Ability to manage up to 15 remote employees• Excellent written and oral communication skills• Excellent customer interaction skills• Excellent organizational and multitasking skills• Ability to communicate technical concepts clearly to customer’s level of understanding• Ability to think “outside the box” and provide feedback and ideas• Review SOPs and provide feedback for performance improvement• Ability to type 30 to 40 words per minute• Ability to travel for training and team activities and home visits• Provides direction on methods and procedures for new processes to agents.• Fulfills mentor or instructor role for direct report agents Show less

Solutions Center Engineer

• Jul 2008 - Apr 2010

• Answer calls and greet customer or partner sales representative• Review ticket in customer service tracking application• Determine scope of issue• Confirm customer agreement to pricing and conditions of service• Manage credit card processing• Handle requests for refunds per company policies• Follow through on warranty requests or open issues• Perform analysis on customer’s PC and make product or service recommendations• Encourage completion of customer survey• Close the incident within recommended service times• Supply best in class support to direct consumers on all technology support needs• Use company provided tools to troubleshoot and solve customer technology problems• Properly document all support calls• Maintain high level of customer satisfaction with focus on first call resolution• Adhere to quality standards set by company• Provide feedback on tool, process, and business improvements• Represent company in a professional and ethical manner Show less

Building Supervisor/Technician

• Feb 2006 - May 2008

•Worked for the Special Events Facilities and Services•Set-up and teardown of events.•Computer and technical support.•Audio equipment•Video equipment•Lighting•RoomViewer•Maintenance•Supervised projects

Jumbotron Operator

• Jan 2008 - Mar 2008

•Seasonal•Worked under Sports Information Director•Designed and created images/videos•Supervised camera crew•Commercials•Audio/Video•Video Switcher•Venus 7000 Jumbotron System

Desktop Support Technician

• Feb 2005 - May 2006

•Works with faculty/staff to help resolve problems with computers across a network.•Performs work duties as assigned by the team lead and/or management.•Reviews work orders & updates work status on regular intervals as set by management.

Barista

• Dec 2006 - May 2007

•Develop enthusiastically satisfied customers all of the time •Provide quality beverages consistently for all customers •Maintain Quality store operations and contribute to store profitability. •Develop enthusiastically satisfied customers all of the time •Provide quality beverages consistently for all customers •Maintain Quality store operations and contribute to store profitability.