Experience

Wilbur Ellis

• United States
• Farming
• 1 - 100 Employee

• Technical Product Support

  • Nov 2021 - Present



Luminator Technology Group

• United States
• Appliances, Electrical, and Electronics Manufacturing
• 300 - 400 Employee

• Quality Assurance Technician

  • Jul 2019 - Dec 2021

  • Testing and documenting of firmware, hardware, and software of proprietary hardware/software. • Well versed in using JIRA, Youtrack, Confluence, TestRail, and Zendesk for ticketing, documenting, escalating issues to appropriate channels needed to resolve issues or make recommendations/improvements for software/hardware that is used in the products. • Writing test reports for final approval of software/hardware releases. • Assigning networked machines to static/dhcp hosted ip addresses through various hardware for remote testing software, firmware, and hardware compliance, safety, and integrity. • Collaborating with different teams on presenting information of newly released firmware, hardware, and software. • Creating procedural documentation for production, support, quality assurance teams internally and externally to industry recognized vendors. • Responsible for sending and receiving shipments from all departments within the company locally and remote agents nationwide and abroad. Show less



Apollo Video Technology

• Quality Control Inspector

  • Jul 2018 - Jul 2019

  • Inspecting outgoing shipments for accuracy, compliance, and quality control.• Inspecting and reporting of issues on end product to bill of materials. Eg. electronic cable assemblies, sheet metal, and electronic equipment. • Verifying validity of credit adjustment requests from Return Material Authorization returns.• Documenting and reporting internal/external corrective actions for compliance and to ensure quality assurance standards are met for end product. • Investigating and recording issues arising from end product defect reported from the field. • Developing quality control processes/implementation for end product related issue troubleshooting, using company software tools for data management, and field support related issues. Show less

• Customer Service Technician

  • Mar 2013 - Jul 2018

  • Oversaw, issued, received, documented and repaired RMA (return merchandise authorization) requests via Salesforce.• Main point of contact for escalated support issues for all hardware product repair and documentation• Handling of high value electronics and determining financial liability for warranty claims and restocking back to production assembly• Kept 24/48hr repair turn around commitment with all RMA’s and urgent/escalated support requests back to the field• Diagnosing, troubleshooting, and repairing to the board level analog/IP cameras, mobile dvr systems, routers, on-board display controllers, and other various mobile hardware• Ensured shipment/receipt of time critical items from management for escalated customer service issues• Main point of contact of the Apollo vendor product exchange/warranty claims with partner OEM’s in the U.S and South Korea• Investigating customer’s issues over the phone. Finding solutions to the issues while maintaining a high level of customer satisfaction under pressure and meeting time sensitive objectives• Training and supporting team members on technical, mechanical, and fundamental understanding of how Apollo products work and function• Creating documentation of repair procedures and troubleshooting documentation for end users.• Continually educated, trained and improved myself to help customers and support team members alike on the operation, utilization of products, software and solutions • Professionally communicating with customers via inbound/outbound phone, email, mail, and in person Show less



Express Grocery

• Store Manager

  • Jan 1999 - Jun 2017

  Create business in local community against heavy competition. Distinct interpersonal skills. Effectively position products to exceed sales quotas. Creating loyalty by having extensive relations with customers to ensure repeat business. Create business in local community against heavy competition. Distinct interpersonal skills. Effectively position products to exceed sales quotas. Creating loyalty by having extensive relations with customers to ensure repeat business.



Verizon

• United States
• IT Services and IT Consulting
• 700 & Above Employee

• Business Solutions Specialist

  • Jan 2012 - Jun 2012

  Exceeding sales targets on a quarterly basisExecuting on sales leads in a fast past environmentDelivering personal sales techniques within in m peer group to improve overall sales goalsTraining team members on executing sales goals effectively

• Business and Government Customer Operations National Accounts Coordinator

  • 2011 - 2012

  Completing offline transactions that fall through our web portal in fixing complex advanced troubleshooting issuesProviding QA feedback in ensuring systems maintained in sound orderCoaching and providing support to peers on complex problems

• Business and Government Customer Operations

  • Jan 2009 - Dec 2011

  Q4 2010 Credo Ambassador(Top 100 out of 20,000 west area employees received this award)Led West Area in Service contract upgrades for 2010.Coaching peers with complex issues that arise when our internal guides don't resolve the issue.Recommended solutions to meet company goals and service levels that have been implemented in ensuring a greater efficiency and generating revenue.Resolution of complex account issues.Troubleshooting expert with data and voice issues.

• 2009 Customer Service Representative

  • May 2007 - Jan 2009

  Resolved billing issues.Managing consumer accounts in setup and retention.