Adler Rene Email & Phone Number

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