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 validation of the end product to ensure intended results are being achieved. Assist Reporting Analyst with learning this process. • 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 projects/tasks.• 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 project from inception to completion and an ability to develop and follow a project plan, while keeping all resources on-track and up to speed.• 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.• Ensure that direct supervisor is continually made aware of the status of each project/task and informed when roadblocks are encountered and/or deliverable are at risk.

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.• Completed evaluations for all supervisees.• Reported daily to the Support Manager.• Interviewed future candidates.• Scheduled representatives based on the needs of the Company and the volume of support requests daily.• Worked with other departments on projects to improve on the efficiency of the company.

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.• Assisted with the supervision of the billing department as well as providing support personnel as needed to that department.• Maintained relations with other departments to find resolutions to incoming support requests.• Assisted with changing departmental policies to increase the customer support experience.• Assisted with changes to the tools used internally to increase the support efficiency.• Answered supervisor calls, and called customers back to improve customer relations and find resolutions for technical issues otherwise currently unresolved.

• 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.• Worked within Linux command line to resolve issues.• Assisted customers with web page loading errors due to various problems such as corrupt files, incorrect wp-config.php information and syntax and database errors.• Escalated and coordinated technical support with Tier 2 and Systems higher level support when appropriate.