Experience

CSPi Technology Solutions

• United States
• Information Technology & Services
• 1 - 100 Employee

• Managed Services Systems Engineer

  • Jul 2021 - Present



Teleperformance

• France
• Outsourcing and Offshoring Consulting
• 700 & Above Employee

• Networking Advanced Support II

  • Jan 2019 - Present

  Build networks to support Enterprise customers- Work in tandem with technical customer support and contact center groups;to troubleshoot and solve escalated customer network issues- Used tools and data to evaluate and resolve customer network support issues- Work with various engineering groups, including network engineering, to rollout new products/services, and customer networks- Provide telephone support and respond to support requests from theconsumer call centers, Enterprise customers, Enterprise help desks, andseveral internal HNS support teams.

• Networking Consulting & Advanced Support I

  • Nov 2017 - Jan 2019

  Troubleshoot RF devices, Hughes applications, and network infrastructureand connectivity issues.- Monitor and troubleshoot Managed Customer services- Provide appropriate guidance to the training and knowledge of the customersupport organization- Respond to audible and visual alarms by taking ownership, creating trouble-tickets, trouble-shooting the causes, and escalating accordingly- Proactively identify issues, creating tickets to ensure that all details arecaptured accurately, follow escalation procedures as documented, use thenotification system in order to effectively communicate issues to customerservice and upper management, and trouble-shoot the events with SLA inmind



Teleperformance

• France
• Outsourcing and Offshoring Consulting
• 700 & Above Employee

• Technical Account Manager (CAT)

  • Aug 2014 - 2017

  - Organize and identify ticket distribution according to priority- Host weekly review meetings with multiple customer account executives todiscuss chronic issues and the proposed solutions while identifying areas ofconcern for future service offerings and implementation- Collaborate with leaders and managers to determine and address data andreporting needs for various company projects- Coordinate all scheduled installs & repair orders- Identify, analyze, and interpret trends or patterns in complex data sets- Propose service offerings when necessary to boost network performance andcustomer experience- Identify, measure and streamline key service transactions in the OverallCustomer Journey- Apply Voice of the Customer (VOC) feedback to assist organizationalchange in advocating for the customer

• Process Analyst & Trainer

  • Apr 2011 - Aug 2014

  Manage a series of customer escalations via chat and ticket creation- Provide reliable and effective walkthrough steps to resolve customerinquiries- Perform site surveys and network validation- Maintain ongoing education relating to Contact Center CloudCommunications and all other VOIP related technologies- Develop troubleshooting processes, advanced technical training materials,and knowledge base articles for both internal and external network supportteams- Configure call flows, user profiles and call management features- Worked with all technical teams to improve strategies to limit service offeringdowntime- Hire, train and up-training of all new and existing agents

• Covert Operator

  • Nov 2006 - Apr 2011

  - Remove viruses, spyware, malware according to specifications- Performed other technical or managerial duties when needed- Provide recommendations and solutions based on the initial diagnosis