Experience

• 

  Leapfrog IT Services

  • Greater Atlanta Area

  • Support Center Analyst

    • May 2017 - Present
    • Greater Atlanta Area

    • Troubleshoot Windows XP/Vista/7/8 Professional+ workstation and Windows Server platform 2003/2008/2012• Perform system administration functions in a corporate/ business environment, with Active Directory Administration• Microsoft Office (all versions) and Exchange management• Apple OS, iOS & Hardware Support• Communicate service outages internally and externally, and escalate tickets appropriately

• 

  T-Mobile

  • United States
  • Telecommunications
  • 700 & Above Employee

  • Manager/Acting Coach

    • Apr 2008 - Jun 2012

    • Supervised and supported team of up to 20 members on an as needed basis while balancing customer, employee, and business needs • Communicated business strategies and results to Customer Service Representatives, empowering them as they resolved customer issues• Provided timely feedback to the management team on customer trends, issues and needs• Minimized call escalations through effective coaching and handled escalated calls

  • Customer Service and Sales Representative

    • Jun 2006 - Jun 2012

    • Resolved product or service problems by clarifying the customer's concerns; determined the cause of the problem; selected and explained the best solution to solve the problem • Troubleshot various mobile devices and network issues by multitasking across multiple systems• Created debugging trouble tickets and resolved issues with engineering and web development teams

• 

  The Answer Group (TAG)

  • Miami/Fort Lauderdale Area

  • Technical Support Associate

    • May 2005 - Aug 2005
    • Miami/Fort Lauderdale Area

    • Assisted in troubleshooting user problems relating to operating system issues, network connectivity, TCP/IP configuration, upgrades, MS Office products and internet connectivity• Performed installation of software and drivers and essential desktop troubleshooting