Anthony Gainer Email & Phone Number

Centennial Colorado

• Manage alerts for Site or Device going down and being able to Triage the issue.• Communicate with clients to come to a resolution to restore their site VIA email with (Franchise, Manager on duty, Area Coach, Project Manager, and Project Coordinator).• Communicating with ISP to update or change configurations for the Client (From Bridge Mode to LAN DHCP configuration)• Log in to multiple tools (RDP, FortiGate, WUG, Meraki, OvrC, and Dynect) to resolved client issues.• Update Certification to restore site VPN connection to their Credit card machine and their network.• Monitoring site for over 24 hours for Stability • Calling HD (Helpdesk) to Verify site current status (active, disconnected, pending) so we can either communicate with the site and update our monitoring status with the site.

7475 S. Joliet St. Englewood, Co 80112

• Provide insight into troubleshooting procedures and educate on policy when needed.• Built process and training documents for Tier 1 agents to follow on up-training.• Responsible for supporting 10-20 inbound call agents during the nesting segment of the new hire training course. Conduct weekly 1-on-1’s to provide performance progress report.• Monitor performance of employees and ensure all direct reports adhere to company policies and procedures.• Improved overall Quality scores for November class for Needs Improvement to Achieves Expectation during the 4th quarter of 2016.• Set Realistic Expectation so it will be an easy transition to live environment.• Interim Supervisor in January and I help increase the team performance from 4th in the call center to 2nd.• Completed writing skills courses on Harvard Management Mentor.• Conduct weekly one on ones with agents and held team meetings.

Englewood, Co

•Provide B2B technical support account management for small to medium sized businesses. •Diagnose and problem solve to develop solution for failures and outages coordinating repair efforts.•Utilizing Ticket Remedy troubleshoot gateways putting routers in bridge mode.•Monitor gateway in realtime through Scout (skyWAN) to diagnose or configure connectivity.•Strive for 100% customer satisfaction with first call resolution; escalate higher tier data related outage tickets to Tier 2 support agents on hardware and software failures.•Answer questions on VOIP, phone, and internet package solutions to business accounts and qualify for additional promotions or services.•Schedule consultation field service and new account installation site visits; Process new activations, disconnects and migrations of customer services.

•Analyzed both routine and non-routine escalated ticket items troubleshooting and diagnosing mobile devices, software applications, and network performance identifying problem root cause and recommending repair remedy.•Navigated multiple applications and programs, followed scripts and procedures to provide solution for repair.

•Providing world class care, would troubleshoot all technical inquiries regarding receivers and products.•Problem solved making use of all resources, tools, and technologies to resolve customer technical issues striving for first call resolution.