Experience

New Pig

• United States
• Manufacturing
• 200 - 300 Employee

• Quality Assurance Analyst

  • Mar 2022 - Present

  Pennsylvania, United States



GTL

• United States
• Telecommunications
• 200 - 300 Employee

• QA Engineer

  • May 2019 - Mar 2022

  Work with design and development to understand our multi-channel product offerings, develop effective testing scenarios from UI to Backed, and report issues during feature development and life-cycle.



Avail Technologies, Inc.

• United States
• IT Services and IT Consulting
• 100 - 200 Employee

• CSE

  • Apr 2018 - May 2019

  Provide initial contact and support to our transit partners for issues and questions. Work/escalate issues for timely resolutions.



GTL

• United States
• Telecommunications
• 200 - 300 Employee

• IT Quality Assurance Analyst

  • Jul 2016 - Apr 2018

  Pennsylvania Work with design and development to understand our multi-channel product offerings, develop effective testing scenarios from UI to Backed, and report issues during feature development and life-cycle.



Sheetz

• United States
• Retail
• 700 & Above Employee

• Store Solutions Help Desk

  • Mar 2014 - Jul 2016

  Pennsylvania Provided front line support to store employees and corporate departments ranging from hardware/software troubleshooting, break/fix dispatch, emergency response, and issue co-ordination.



N.E.W. Customer Service Companies, Inc

• United States
• Consumer Services
• 200 - 300 Employee

• Technical Support Analyst II

  • Mar 2012 - Feb 2014

  altoona, pennsylvania area • Support NEWAsurion end-users via multiple platforms including remote sessions, phone, chat, and ticket. • Coordinate between multiple departments for end-user resolutions based upon root cause identification of issue experienced. • Execute security standards at all times to guarantee end-user: identification; authorization, and systems security. • Create, modify, and/or terminate end-user NT accounts via AD. • Create, modify, and/or terminate Groups and OUs via… Show more • Support NEWAsurion end-users via multiple platforms including remote sessions, phone, chat, and ticket. • Coordinate between multiple departments for end-user resolutions based upon root cause identification of issue experienced. • Execute security standards at all times to guarantee end-user: identification; authorization, and systems security. • Create, modify, and/or terminate end-user NT accounts via AD. • Create, modify, and/or terminate Groups and OUs via AD. • Public Folder Management via Outlook 2010 EMC including Send-As Permissions. • Create, Modify, and/or Terminate end-user accounts in various systems based upon job role needs. • Microsoft OCS and Lync Account Creations • Support our Work at Home (W@H) end-users with installing and troubleshooting: Citrix Web-Client, OCS or Lync, Avaya IP soft phone, Internet Explorer or Firefox, and other proprietary client-specific systems. • Provide end-user support and troubleshooting for personal and company issued PCs, Laptops, iPhones, and associated peripherals, drivers, and software. • Maintained a 4.97 out of 5 customer satisfaction rating from internal surveys. Categories include: courtesy; technical skill/knowledge; timeliness of service provided; quality of service provided; and overall experience. Received Asurion Innovation Award for creating W@H PC and Network Utility.

• DIRECTV® Performance & Technical Development Trainer

  • Feb 2011 - Mar 2012

  Altoona, Pennsylvania Area • Resolve in-class technical issues via basic hardware and software troubleshooting; identify root cause of the issue and document; capture details and submitted via Numara Footprints for unresolved issues. • Technical agent training on the fundamentals of troubleshooting, the need to accurately diagnose an issue for root cause resolution rather than a temporary symptom solution, how-to usage of proprietary systems and resources. • Manage classes of 15+ new hire and tenure agents… Show more • Resolve in-class technical issues via basic hardware and software troubleshooting; identify root cause of the issue and document; capture details and submitted via Numara Footprints for unresolved issues. • Technical agent training on the fundamentals of troubleshooting, the need to accurately diagnose an issue for root cause resolution rather than a temporary symptom solution, how-to usage of proprietary systems and resources. • Manage classes of 15+ new hire and tenure agents through fast paced and expansive training course materials; maintaining course pace vs. established timelines; evaluate new hires performance to established standards of progress; maintain eTime time cards for new hires; coordinate terminations. • Take ownership of special projects as needed, including site-wide inventory of DIRECTV® based hardware and systems – location, status, and co-ordinate shipping of hardware. • STAR Award Recipient • SPIRIT Award Recipient

• DIRECTV® Technical Supervisor

  • Nov 2010 - Feb 2011

  Altoona, Pennsylvania Area • Resolve technical issues via basic hardware and software troubleshooting; identify root cause of the issue and document; capture details and submitted via Numara Footprints for unresolved issues. • Assist agents on the fly with various technical and billing questions / issues – ensuring that correct processes are utilized per establish resource guidelines. • Develop agents through weekly one-on-one coaching’s in which calls were scored and KPI Metrics reviewed for areas of… Show more • Resolve technical issues via basic hardware and software troubleshooting; identify root cause of the issue and document; capture details and submitted via Numara Footprints for unresolved issues. • Assist agents on the fly with various technical and billing questions / issues – ensuring that correct processes are utilized per establish resource guidelines. • Develop agents through weekly one-on-one coaching’s in which calls were scored and KPI Metrics reviewed for areas of opportunities and win’s. • Schedule vacation request; maintain time cards; and record schedule adherence; document and issue warnings or awards for attendance or performance; coordinate terminations. • Take ownership of special projects as needed.

• DIRECTV® Performance & Technical Development Trainer

  • May 2010 - Nov 2010

  Altoona, Pennsylvania Area • Resolve in-class technical issues via basic hardware and software troubleshooting; identify root cause of the issue and document; capture details and submitted via Numara Footprints for unresolved issues. • Technical agent training on the fundamentals of troubleshooting, the need to accurately diagnose an issue for root cause resolution rather than a temporary symptom solution, how-to usage of proprietary systems and resources. • Manage classes of 15+ new hire and tenure agents… Show more • Resolve in-class technical issues via basic hardware and software troubleshooting; identify root cause of the issue and document; capture details and submitted via Numara Footprints for unresolved issues. • Technical agent training on the fundamentals of troubleshooting, the need to accurately diagnose an issue for root cause resolution rather than a temporary symptom solution, how-to usage of proprietary systems and resources. • Manage classes of 15+ new hire and tenure agents through fast paced and expansive training course materials; maintaining course pace vs. established timelines; evaluate new hires performance to established standards of progress; maintain eTime time cards for new hires; coordinate terminations. • Take ownership of special projects as needed, including site-wide inventory of DIRECTV® based hardware and systems – location, status, and co-ordinate shipping of hardware.

• SMART CCR / Office Depot Tech CCR

  • Sep 2009 - May 2010

  Altoona, Pennsylvania Area • Inbound customer support for troubleshooting or warranty based claims repair or replacement of products. • Accurately enter and maintain customer demographic and purchase based data. • Provide world-class customer service and maintain internal quality score standards via call monitoring • Adhere to company and client based policies and procedures via internal support site and external KMS. • Awarded three customer commendations for outstanding service.



Circuit City

• Technology, Information and Internet
• 700 & Above Employee

• Product Flow / In-Store Tech (IQ_Crew/Get Setup/Firedog)

  • 2002 - 2008

  Altoona, Pennsylvania Area • Ensure customers received world class customer service throughout their work-order lifecycle. • Follow established guidelines for creating, logging, and fulfilling work-orders for customers. • Consistently review work log to ensure timely fulfillment of work-orders and escalate priority items as needed. • Software and hardware installation/support, hardware diagnostics and repair, data recovery, and malware removal. • Provide on-site support for consumer… Show more • Ensure customers received world class customer service throughout their work-order lifecycle. • Follow established guidelines for creating, logging, and fulfilling work-orders for customers. • Consistently review work log to ensure timely fulfillment of work-orders and escalate priority items as needed. • Software and hardware installation/support, hardware diagnostics and repair, data recovery, and malware removal. • Provide on-site support for consumer electronics including Personal Computers, Software Installation, and Home Network Setup, and Computer Repair. Show less