Experience

DreamHost

• United States
• Internet Publishing
• 100 - 200 Employee

• Technical Support Representative

  • May 2015 - Present



Fonality

• United States
• Telecommunications
• 1 - 100 Employee

• Manager of Professional Installations

  • Dec 2009 - Sep 2014

  -Management of team whose primary goal is assisting new clients with installation of their recently-purchased Fonality PBX systems in shared hosted, dedicated hosted, or premises-based deployment methods. -Facilitate remote installation communication processes as well as organize onsite installation travel, expenditures, and schedules. -Reporting of operational goals and progress to COO on a weekly basis. Reporting includes statistical analytics, weekly operational changes, and current status of action plans for team improvement. -Develop methodology for operational improvement of end-user installations and team processes. -Handle onboarding and training of new hires for the LA-based installation team. -Facilitate resolution for customer escalations during the installation process, and ensure that top-level support engineers are available to assist with issues that arise due to system bugs or errors. -Initial ticket closure rate: 3-5 / month -Final ticket closure rate: 30+ / month Show less



Nerds On Call Computer Repair

• United States
• IT Services and IT Consulting
• 1 - 100 Employee

• Store Manager

  • Jun 2009 - Oct 2009

  -Performed onsite installations as well as onsite and remote computer repair. -Sales of repair-related equipment, services, and products. -Facilitated recruitment and training of new hires. -Office management, statistical analysis, and daily paperwork delivered within weekly reports provided to district manager for review. -Performed onsite installations as well as onsite and remote computer repair. -Sales of repair-related equipment, services, and products. -Facilitated recruitment and training of new hires. -Office management, statistical analysis, and daily paperwork delivered within weekly reports provided to district manager for review.



MacDaddy Computers

• Fresno, California Area

• Store Manager

  • Jul 2006 - Oct 2008

  -Managed the store's accounting, inventory analysis and ordering, and office management. -Facilitated training on customer interaction and staff procedures -Facilitated recruitment, payroll, and human resources. -Computer troubleshooting, repair, and maintenance. -Managed the service center workload, deployment, and schedule. -Managed the floor and display. -Sales for product and service center. -Managed the store's accounting, inventory analysis and ordering, and office management. -Facilitated training on customer interaction and staff procedures -Facilitated recruitment, payroll, and human resources. -Computer troubleshooting, repair, and maintenance. -Managed the service center workload, deployment, and schedule. -Managed the floor and display. -Sales for product and service center.



Fresno Pacific University

• United States
• Higher Education
• 400 - 500 Employee

• Information Technologies Student Supervisor

  • May 2003 - May 2006

  Directed student staff with office responsibilities such as the ticketing system, computer repair and assembly, and executive interaction. Provided remote and onsite troubleshooting and training for faculty and staff with regards to their person computers, printing, networking, and media centers in various classrooms. Directed student staff with office responsibilities such as the ticketing system, computer repair and assembly, and executive interaction. Provided remote and onsite troubleshooting and training for faculty and staff with regards to their person computers, printing, networking, and media centers in various classrooms.