Senior Information Technology Consultant

• Oct 2016 - Present

Quality Assurance Analyst

• May 2016 - Jul 2016

Temp Contract Assignment - Update CRM information Identify accounts for equipment uppgrade Submit fulfillment orders for EPX equipment shipment. Progress was tracked daily to ensure deadlines were met. Daily verification goal per agent was 150 accounts. Personally averaged 225-250 accounts daily with a personal best of 295 accounts. As a result was asked to share best practices with others. Trained new agents at managers request. Temp Contract Assignment - Update CRM information Identify accounts for equipment uppgrade Submit fulfillment orders for EPX equipment shipment. Progress was tracked daily to ensure deadlines were met. Daily verification goal per agent was 150 accounts. Personally averaged 225-250 accounts daily with a personal best of 295 accounts. As a result was asked to share best practices with others. Trained new agents at managers request.

Technical Support Specialist

• Nov 2014 - Mar 2016

Provided first tier technical support for all company and franchise tax locations throughout the U.S. and overseas. Responsible for office setups, mission critical repair during peak tax season, and seasonal location shutdowns. Position required background check due to regular handling of sensitive client information including tax records, personal information, social security numbers, tax identification numbers, and bank routing information. Handled all office support situations including but not limited to point of sale, printer, network, tax software, email, web applications, Wacom signature pads, and Verifone credit card machines. Support directly impacted client perception and location profitability. • Excelled with multi chat interface. Routinely handled three simultaneous conversations and up to nine conversations during peak call events without excessive dead air response • Scored 95% or higher on all Associate Contact Evaluations • Maintained average handle time of less than 940 seconds • First point of contact for Tax Professionals troubleshooting tax software; errors, computations, algorithms, and data entry • Resolved escalation tickets as needed reducing escalation queues • Used Bomgar Remote software to access office systems • Maintained Server and Backup computers ensuring system performance • Resolved point of sale transaction issues and end of day discrepancies • Processed preseason migration and .iso imaging for server, backup, and workstation machines Show less

Sole Proprietor

• Nov 2013 - Mar 2015

Built an Events Retail Vendor operation from scratch. Merchandise focused on LED novelty toys and accessories for music events. As Sole Proprietor I handled all aspects of the business from purchasing, merchandising, event coordinating, setup, sales, cleanup, and bookkeeping. Built an Events Retail Vendor operation from scratch. Merchandise focused on LED novelty toys and accessories for music events. As Sole Proprietor I handled all aspects of the business from purchasing, merchandising, event coordinating, setup, sales, cleanup, and bookkeeping.

Technical Support Specialist

• Apr 2009 - Oct 2013

All incoming repair for residential customers supported at Comcast’s Heartland Regions “Center of Excellence” call center, spanning nine states. Regularly handled repeat calls with phone, internet, and television repair. Callers instructed on installation and activation of equipment. Field Support Technician appointments scheduled for installation and repair. Customer retention handled as needed through promotional packages and discount offers. Promoted and sold additional channels, service plans, self-installation kits, etc. to meet monthly sales quotas. Billing related inquiries, credits, and adjustments processed with discretion. Support also included additional services including email, Skype, Pay-Per-View, Wireless Networks, and VOD. Phone provisioning and porting requests coordinated with external carriers. Escalated infrastructure maintenance concerns to appropriate regional management • Member of the "Top 5 Club" for outstanding performance in the Heartland Region • Received numerous "Customer Kudos", "100% Voice of the Customer", and manager "Sales Recognition" awards • Exceeded final call resolution metrics with performance scores as high as 97 percent • Maintained average handle time of less than 600 seconds • Assigned to mentor and train new employees • Participated in transition to digital broadcast and Xfinity Service Platform upgrade Show less

Tax Preparer

• Jan 2006 - Apr 2010

Prepared federal and state personal income tax returns for 42 clients. Responsible for handling all bookkeeping, advertising, and scheduling. Advertisement was primarily done through local flyers, Craigslist's ads, and Facebook promotion. Prepared federal and state personal income tax returns for 42 clients. Responsible for handling all bookkeeping, advertising, and scheduling. Advertisement was primarily done through local flyers, Craigslist's ads, and Facebook promotion.

Sales Intern

• Aug 2009 - Nov 2009

Thomson Reuters developed the CS Professional Suite and Ultra Tax software for business application throughout the United States. Position entailed contacting prospective business's to ascertain current software used, size of the business, and best contact information for future use by sales staff. Handled the sale of CPE training to existing clients across all 50 States. Utilized sales techniques to probe business's for potential need and sell the cost benefits that additional training could bring. Show less

Barista

• 2005 - Jun 2009

Responsible for all day to day retail duties including merchandising, stocking, cleaning, cash handling, and food preparation. Additionally certified as a Starbucks Trainer and responsible for teaching new employees the company standards for all aspects of the business. Position required excellent customer service skills and the ability to engage customers in a friendly and up beat manner ensure positive feedback. Worked at thirteen locations throughout South Eastern Michigan and North Carolina. Received special commendation for my can do attitude and sense of urgency. Assisted the opening of a brand new location in Jackson North Carolina. Received manager praise for keeping operations running smoothly during the locations first month of operation. Show less