Experience

Cornwell Quality Tools

• United States
• Motor Vehicle Manufacturing
• 100 - 200 Employee

• Senior Help Desk Technician

  • May 2023 - Present

  Wadsworth, Ohio, United States Responsible for undertaking detailed troubleshooting and investigations to identify root causes/fixes for complex technical issues. Take ownership of and resolve customers' product issues via telephone, email, or in-person, while meeting or exceeding stated service level agreement (SLA) timeframes. Maintaining individual ticket queue and responsible for all communication with customer, including being the liaison between customer and internal resources. Work with engineering team to… Show more Responsible for undertaking detailed troubleshooting and investigations to identify root causes/fixes for complex technical issues. Take ownership of and resolve customers' product issues via telephone, email, or in-person, while meeting or exceeding stated service level agreement (SLA) timeframes. Maintaining individual ticket queue and responsible for all communication with customer, including being the liaison between customer and internal resources. Work with engineering team to understand best deployment practices and product architecture. Participate in the testing of new product releases. Manage and track issues to ensure accurate and complete resolution. Keep Incident Tracking Database up to date with new solutions. Contribute articles to the knowledge base in an effort to promote self-help for our customers. Maintain solid customer relationships by handling their questions and concerns with speed and professionalism. Establish priorities and communicate rationale and time frame clearly to customers. Overcomes constraints to meet established deadlines. Solarwinds ticketing system software. Microsoft SQL Server Management Studio. Helping to create and improve documentation of best practices in maintaining our solutions.

• Dealer Technical Liaison

  • Sep 2017 - May 2023

  Wadsworth, Ohio Promoted.

• Technical Support Specialist

  • Aug 2016 - Sep 2017

  Wadsworth, Ohio Promoted.



Safeguard Properties

• United States
• Real Estate
• 500 - 600 Employee

• Service Quality Analyst

  • Jul 2016 - Jul 2016

  Valley View, Ohio Review functional and design specifications to ensure full understanding of individual deliverable. Back-end database testing in Microsoft SQL environment including validating stored procs, jobs and triggers. Identify test requirements from specifications, map test case requirements and design test coverage plan. Develop, document and maintain functional test cases and other test artifacts like the test data, data validation, harness scripts and automated scripts. Execute and… Show more Review functional and design specifications to ensure full understanding of individual deliverable. Back-end database testing in Microsoft SQL environment including validating stored procs, jobs and triggers. Identify test requirements from specifications, map test case requirements and design test coverage plan. Develop, document and maintain functional test cases and other test artifacts like the test data, data validation, harness scripts and automated scripts. Execute and evaluate manual or automated test cases and report test results. Hold and facilitate test plan/case reviews with cross-functional team members. Identify any potential quality issues per defined process and escalate potential quality issues immediately to management. Ensure that validated deliverable meet functional and design specifications and requirements. Isolate, replicate, and report defects and verify defect fixes. Show less



CrossCountry Mortgage, LLC

• United States
• Financial Services
• 700 & Above Employee

• Technical Support Analyst

  • Oct 2015 - Jun 2016

  Cleveland/Akron, Ohio Area Takes a self-directed role in the support and resolution of technical issues within the installed base. Takes inbound calls and makes outbound calls. Assess complex problems, collects data, establish facts, and documents detailed and accurate information about issues, troubleshooting steps and resolution into CRM. Owns the customer support experience and resolves customer satisfaction issues by designing & implementing solutions to complex technical problems. Escalates, owns, and… Show more Takes a self-directed role in the support and resolution of technical issues within the installed base. Takes inbound calls and makes outbound calls. Assess complex problems, collects data, establish facts, and documents detailed and accurate information about issues, troubleshooting steps and resolution into CRM. Owns the customer support experience and resolves customer satisfaction issues by designing & implementing solutions to complex technical problems. Escalates, owns, and remains focused in driving the resolution of issues through the appropriate channels and teams members, using highly effective communication skills Improves customer satisfaction and company profitability by responding quickly to issues, providing frequent and informed updates and resolving issues in a timely manner. Provides direct input to help continue building the internal and customer facing knowledge base by documenting root cause & solution details for technical support issues. Performs preventative maintenance activities & remote software upgrades to ensure system stability for customers. Show less



FedEx Services

• Truck Transportation
• 700 & Above Employee

• Senior Technical Lead

  • Dec 2013 - Sep 2015

  Uniontown Troubleshooting, configuration, database administration, and repair for server, network, infrastructure and email. Triage issues and service requests via phone, email and chat. Authorized to research and implement fixes for new issues. Respond to end-user inquiries regarding the status of incident/service request tickets, and perform follow-ups. Write training manuals. Deprovisioning of end users upon termination. Train computer users. Maintain daily performance of… Show more Troubleshooting, configuration, database administration, and repair for server, network, infrastructure and email. Triage issues and service requests via phone, email and chat. Authorized to research and implement fixes for new issues. Respond to end-user inquiries regarding the status of incident/service request tickets, and perform follow-ups. Write training manuals. Deprovisioning of end users upon termination. Train computer users. Maintain daily performance of computer systems. Ask questions to determine nature of problem. Walk customer through problem-solving process. Install, modify, and repair computer hardware and software. Clean up computers. Run diagnostic programs to resolve problems. Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems. Install computer peripherals for users. Experience on Active Directory, User creation and deletion, Group Policies. Create and administer various shared resources e.g. Distribution Lists, Directories. Create and administer LAN accounts of the users. Perform Password Resets. Be an advocate for the end user to ensure he or she receives high-quality and timely service and support from the entire IT organization Follow up with customers to ensure issue has been resolved. ePDSM ticketing software. Show less



AT&T

• United States
• Telecommunications
• 700 & Above Employee

• Tier 2 Technical Support

  • Jul 2013 - Dec 2013

  Canton, Ohio Area Provide technical support to AT&T's new and existing customers.



Terminal Warehouse, Inc.

• Purchasing and Shipping Expeditor

  • Dec 2012 - Jun 2013

  Cleveland/Akron, Ohio Area Responsible for expediting multiple project purchase orders with no supervision. Reviews purchase order delivery requirements to assure quality and project requirements are met. Ensures expediting issues are being coordinated between other departments and offices to meet project requirements. Ensures effective use of expediting practices as established in company policies and procedures



Onosys

• United States
• Technology, Information and Internet
• 1 - 100 Employee

• Senior Project Manager

  • Oct 2009 - Dec 2012

  Cleveland/Akron, Ohio Area Working directly with C-level clients, managed launch-projects for major national accounts from conception to completion; never missing a launch date. Responsibilities included, database set-up, developing menus, securing art work, websites, POS integration with Onosys software, assuring SSL properly functioning, site testing, partnering with development team for issue resolution, keeping clients and Onosys management apprised of project status. After “live” integration, provided support for… Show more Working directly with C-level clients, managed launch-projects for major national accounts from conception to completion; never missing a launch date. Responsibilities included, database set-up, developing menus, securing art work, websites, POS integration with Onosys software, assuring SSL properly functioning, site testing, partnering with development team for issue resolution, keeping clients and Onosys management apprised of project status. After “live” integration, provided support for clients including menu set-up, changes and updates, failed faxes and printer issues, assigned minor or major issues to proper support unit. Show less



Robert Half

• United States
• Staffing and Recruiting
• 700 & Above Employee

• Data Entry Operator

  • Jun 2009 - Sep 2009

  Cleveland/Akron, Ohio Area Credit card charge offs



Ajilon

• Consultant

  • Nov 2008 - Jun 2009

  Cleveland/Akron, Ohio Area Contracted to various employers



Group Management Services, Inc.

• United States
• Human Resources Services
• 400 - 500 Employee

• Benefits Administrator

  • Nov 2007 - Oct 2008

  Richfield, Ohio Benefit Administration including COBRA Administration, Rate Renewals, Statement Reconcilements, CSEA Compliance, Employee Enrollment/Terminations, Enforced Company Policies with Clients, Interfaced with Client Services, Account Managers, Sales Reps, Finance and Executive Management to assure all functions were coordinating appropriately and all work was being completed timely.



DeVore Technologies

• United States
• IT Services and IT Consulting
• 1 - 100 Employee

• Executive Assistant to CEO

  • Aug 2006 - Nov 2007

  Cleveland/Akron, Ohio Area Access Database Management for Microsoft Training for high-profile clients such as Cleveland Clinic, University Hospitals, National City and others



Mentor 4

• Staffing and Recruiting
• 1 - 100 Employee

• Consultant

  • Oct 2005 - Jul 2006

  Cleveland/Akron, Ohio Area VA Hospital - Government



Yellow

• United States
• Truck Transportation
• 700 & Above Employee

• Asset Administrator

  • Jul 2004 - Oct 2005

  Cleveland/Akron, Ohio Area Affiliated Computer Services lost the service contract to Yellow Roadway Technologies. I was retained by Roadway to perform same responsibilities and functions as with ACS.



ACS Technologies

• United States
• Software Development
• 700 & Above Employee

• Administrator

  • Oct 1999 - Jul 2004

  Cleveland/Akron, Ohio Area Administrative Support to Manager of Project Services Administrative Support to Director of Infrastructure Administrative Support to Server Services Manager



Option One Technologies

• Telecommunications

• Administrative Support Specialist

  • Apr 1999 - Oct 1999

  Cleveland/Akron, Ohio Area Administrative Support for all departments



Marketing Programs Inc.

• Administrative Support Specialist

  • Jul 1996 - Apr 1999

  Cleveland/Akron, Ohio Area Administrative support and data entry