Adler Rene Email & Phone Number

Cambridge, Ma, Us

Greater Boston

• Troubleshoot and identify root cause of system failure on both commercial and/or residential network before recommending an appropriate solution.• Investigate, reproduce, and report bugs or interoperability problems between Sonos and 3rd party equipment.• Reproduce and thoroughly document issues that cannot be resolved • Assist with alpha and beta testing, support and supportability improvements. • Train members of the support team at all technical levels • Manage service outage process

Greater Boston Area

• Troubleshot edge-case and critical Sonos system failures; hardware, software, LAN support.• Managed, maintained, and formulated internal technical documentation for Tier 1 Support Specialists for supportability and troubleshooting readiness.• Identified root cause of failure of Sonos system and implement permanent and workable solutions.• Handled high-profile Music Service outages, including but not limited to Spotify, Pandora, and TuneIn Radio.• Resolved complex/ongoing customer escalated issues

Greater Boston Area

• Resolved complex/ongoing technical issues escalated.• Provided mentorship to Technical Support colleagues facing technical issues.• Liaised with Escalation Engineering to review/action technical escalations, which couldn’t be resolved due to lack of technical knowledge or time limitations, and identified training needs.• Created and provided training to Technical Support colleagues in collaboration with Escalation Engineering.• Collaborated with the Beta Technical Specialist to ensure a consistent technical approach in the regional team and a closed feedback loop to Technical Support colleagues• Proactively sought regional and functional collaboration in order to improve the technical knowledge and consistency amongst teams.

Greater Boston Area

• Effectively analyzed and resolved a high volume of customer requests encompassing a wide range of networking, hardware, operating system issues, while building a strong rapport with customers.• Worked collaboratively with Beta and Core2 Engineering departments to increase efficiency and accuracy of responses to customer support requests.• Independently analyzed and implemented new systems to increase the company’s NPS performance as well as the technical knowledge level of the Customer Support department.• Ensured customer satisfaction through end-to-end management of each service request by maintaining service status, periodic review of calls with reference to escalation time-frame and timely closure.

Greater Boston Area

• Responsible for the planning, direction and oversight of daily warehouse operationsincluding coordinating inventory transactions and merchandise classification• Successfully coordinating daily inventory processes to achieve accurate store inventorylevel for large-scale online and in-store retail electronics store• Streamlining and managing online sales order program

Greater Boston Area

• Consistently achieved top ranking sales among competitor stores in district• Built and developed strong sales culture through creative coaching and mentoring• Leveraged diversity within team to drive sales results

Greater Boston Area

• Effectively coordinated and managed all store operational activities (ensured standards, oversawtimely processing of all personnel actions, supervised store security and safety)• Supervised, recruited, trained, developed, coached, communicated with and assessed theperformance of all employees• Strategically managed finances to deliver superior results

Greater Boston Area

• Planned and executed multiple departmental operational processes• Analyzed customer demand and purchasing patterns to improve overall satisfaction• Strategically managed teams to deliver operational excellence during high-traffic seasons

Bachelor'S Degree, It Management

Activities and Societies: The National Society of Leadership and Success

Bachelor Of Science (B.S.), It Management

Natural Sciences

Physics