Alan Rickert Email & Phone Number

Aldie, Virginia, United States

• Involved in hands-on managing of firewalls, detection and mitigation of malicious traffic on client networks and assisting in all security-related concerns for customers. I was also the point-man on assisting customers.
• Handed the duties of creating a customer database for access to our web portal with no training, I leveraged internal resources in order to learn the database from the ground up and created training manuals on the.
• Leveraged internal and external resources for ‘one-off’ customer problems for which there was no available fix
• Created rules on monitoring software to ignore over 20 different types of benign alerts, saving time for engineers
• Received three Verizon Ovation awards from the Director level for going ‘above and beyond’ in assisting customers
• Streamlined processes in order to serve increased customer base and additional workload with current resources

• Served as Team Leader of 13 engineers in the former UUNet high speed internet Customer Network Support department, leading engineers who provided support to high-speed business internet customers. I provided.
• Created and implemented new work flow processes to improve efficiency with a growing customer base
• Worked closely with billing and collections departments on projects to recover money from unpaid bills
• Increased yield per person while exceeding Quality of Service and department goals for resolution times

• Able to quickly adapt to a hectic call center environment where the demand generally exceeded available resources
• Met the performance goals and metrics of a busy support center while providing exceptional customer service
• Taught courses on UUNet proprietary software and proper resolution of customer problems to new hires