Anthony Smith Email & Phone Number

Chesapeake, VA

• Develop reports, reference tables and/or data marts in accordance with the Report Development Policy and Procedure. This is to include full and accurate documentation of all required elements and criteria, and the.
• Function as a liaison between Data Management and Military OneSource, or other federal contracts, as needed. This includes making informed recommendations for efficient and effective approaches to completing.
• Research, develop, analyze and deliver timely and accurate periodic ad hoc reports that meet the agreed upon threshold for timely measurement.
• Function as the lead for project implementations to include new development initiatives, client implementations, and program enhancements. This requires an understanding of the major milestones required to move a.
• Effectively communicate progress and status of requests to federal customer.
• Act as a mentor to Reporting Analysts. This includes assisting with training activities and providing day-to day project/task guidance.

Virginia Beach, VA

• Provided direct supervision for up to 28 staff members on 2ND shift, as well as, up to 40 staff members on alternate shifts as needed to support other supervisors.
• Provided leadership to increase support satisfaction among customers and utilize my technical expertise to properly implement solutions.
• Utilized my technical expertise to train and coach the 2ND shift team lead and provide coaching to Tier 1 supervisees to improve their technical and customer service skills.
• Ensured other technical support team members completed daily tasks, created detailed reports, and measured representative’s performance daily.
• Escalated support issues as needed to other departments to ensure various issues were resolved.
• Monitored incoming support requests in the various queues (phones, chats, tickets) and posture representatives.

Virginia Beach, VA

• Provided leadership for up to 28 personnel at one time during mid-shifts, under the direct supervision of the Supervisor.
• Monitored incoming support requests via phone, chat, or tickets and assigned representatives according to the live influx of requests.
• Maintained key performance indicators for call, chat, and ticket answer rates.
• Provided coaching / training as needed to representatives.
• Monitored lunch and break schedules to ensure staffing is in place for support requests.
• Answered questions and escalations to assist with providing technical support to customers.

• Provided technical support to web hosting customers over the phone, chat and tickets in order to provide technical and non-technical solutions for the customer.
• Troubleshoot basic web hosting and technical procedures.
• Provided technical support for a variety of content management systems including WordPress, Joomla, and Drupal.
• Provided technical support for hosting control panels including cPanel, and WHM.
• Assisted customers with setting up FTP clients including FileZilla, SmartFTP, WinSCP, FrontPage, and Dreamweaver.
• Assisted customers with setting up email across multiple clients including Outlook, Mac Mail, and Thunderbird.