Experience

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  General Dynamics Information Technology

  • Senior Technical Support Analyst

    • Aug 2005 - Present

    · Promoted to Mentor, handling escalation processes and mentoring other support professionals while working via phone, email, and chat.· Promoted from frontline support professional to second-tier technical support manager, supervising frontline phone support for Microsoft Corporation for Money, Encarta, PC Games, and other similar products.· Responsible for the strategic development and implementation of cost-effective training and support solutions that are designed to provide improved productivity, streamlined operations, and faster access to critical information.· Implement effective customer satisfaction strategies by identifying and eliminating the root causes of customer problems.· Utilize NICE Application and AVAYA program to manage call center metrics, lead call calibrations, and perform random-sample audits on email and chat sessions.

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  Cognizant Technology Solutions

  • Technical Support Analyst

    • Nov 1997 - Apr 2005

    · Participate in quality assurance procedures, verifying sales calls taken by the other agents, provide constructive feedback to agents, and adhere to the specific support levels that have been purchased by the client.· Provide comprehensive system support, configuration, maintenance, and training for Providian Bank and promoted value added products and services for existing clients.

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  Engineering Ingegneria Informatica SPA

  • Hardware Engineer

    • May 1993 - Feb 1997