Tier 2 Support Engineer

• Jan 2020 - Present

Wireless Enterprise Help Desk

• Jan 2019 - Dec 2019

Technical Research Analyst Manager (Tier 3 Manager)

• Jun 2015 - Aug 2018

Handled in-depth technical and product based questions and escalations from customer service centers globally. Investigated and documented complex technical issues impacting service. Motivated and developed team resulting in increased efficiency and creativity. Supervised day to day operations. ● Restructured Netflix CS’ ticketing system that reduced ticket lifespan from 60+ days to 20 days and improved research gathered. ● Created and developed a Content team to work directly with Content Engineering team - the only team in the department to work directly with engineering. ● Prevented negative impacts to corporation and customers by identifying trends and articulating them into actionable follow-up and takeaways. ● Researched and developed content for customer and agent facing help centers. ● Subject Matter Expert (SME) for general and technical inquiries through active participation in support chats and team meetings. ● Collaborated cross-functionally with all teams to effectively resolve issues. ● Analyzed workflow, established priorities, developed work standards and set deadlines dedicated to enhanced productivity. Show less

Tech Department Manager

• Aug 2014 - Jun 2015

Communicated job expectations; developed standards, set deadlines, planned, monitored, and appraised job results; coached, counseled, and disciplined employees; initiated, coordinated, and enforced systems, policies, and procedures. Recruited, hired, trained and mentored staff. ● As PC Laptops and Fast PC Solutions Tech Department Manager, restructured workflow to double tech output from 8-10 to 16-20 computers daily. ● Automated 80% of cleaning and repair tasks on customer computers by developing software from a shell. ● Oversaw department’s daily operations, analyzed workflow, and efficiently managed multiple, competing priorities. ● Assessed computing needs and system requirements by consulting with users, management, vendors and technicians. ● Predicated on user needs, competently recommended hardware and software upgrades. Show less

Tech Department Manager

• Jan 2014 - Aug 2014

Communicated job expectations; developed standards, set deadlines, planned, monitored, and appraised job results; coached, counseled, and disciplined employees; initiated, coordinated, and enforced systems, policies, and procedures. Recruited, hired, trained and mentored staff. ● As PC Laptops and Fast PC Solutions Tech Department Manager, restructured workflow to double tech output from 8-10 to 16-20 computers daily. ● Automated 80% of cleaning and repair tasks on customer computers by developing software from a shell. ● Oversaw department’s daily operations, analyzed workflow, and efficiently managed multiple, competing priorities. ● Assessed computing needs and system requirements by consulting with users, management, vendors and technicians. ● Predicated on user needs, competently recommended hardware and software upgrades. Show less