Anthony Young Email & Phone Number

Los Angeles, Ca, Us

Los Angeles, Ca

Work with customers to establish critical goals, key performance indicators and aid the customer in achieving maximum productivity.Customers advocate introducing products for innovation and better performance.Work closely with clients to identify and resolve complex issues.Coordinate with internal departments to create client data flows.Monitor and report on website traffic and performance.Diagnose server and hardware issues.Educate clients on products and services for better efficiency.Test applications for network stability.Point of contact for escalated customer concerns.Maintain a calm, professional demeanor when faced with high demand, high volume workloads.Respond and resolve management escalations promptly.Troubleshoot customer network data issues.Interact with other work groups to facilitate changes and repairs to existing service as needed.

Greater Los Angeles Area

Troubleshoot hardware issues and work with service providers to facilitate repairs.Run reports and supply data to fulfill customer report requirements.Train new employees and explain protocols clearly and efficiently.Interact with other departments to resolve customer issues.Assist in the monitoring and reporting on website traffic and performance.Resolve customer complaints and concerns with strong verbal and negotiation skills.Display courtesy and strong interpersonal skills with all customer interactions.Mentor other Technicians. Maintain a calm, professional demeanor when faced with high demand, high volume workloads.Coordinate trunk testing with phone vendors to troubleshoot possible problems.Respond and resolve Management Escalations promptly.Utilize analytical and creative problem-solving skills to resolve Premier customer issues.Ability to troubleshoot data issues such as: latency, packet loss and routing issues.SIP troubleshooting including call setup and audio quality.Interact with other work groups to facilitate changes and repairs to existing service as needed.Assist and work with representatives and customers concerning repeat issues with their services.Essential with 95% service levels and 95% satisfaction rating.Top leader in long term customer resolutions.

Santa Barbara, California Area

Globalinx Santa Barbara, CA 2007 – 2012 Senior Repair Technician and Technical Services CoordinatorSupported customer base during critical outages and adhered to escalations. Researched, submitted, and resolved all service affecting trouble tickets promptly. Collaborated with network carriers and customers/agents to resolve technical problems within the service level agreement. Communicated trouble ticket status abiding by established resolution guidelines. Monitored and acted upon Fraud notices from underlying carriers and ensured all measures were being taken to protect customer interests. Searched switch call detail records in support of the troubleshooting process, carrier testing and other service needs requiring call detail records. Monitored and acted upon carrier notices of network maintenance, notifying affected customers and coordinating carrier, customer, and vendor participation where applicable. Managed Inter-Department requests such as usage reports, non-standard services, equipment inventory, routing and billing statements. Processed interruptions of service due to non-payment. • Integral in establishing 99% customer retention rate.• Increased product sales by 7% by cross selling additional services • Increased service efficiency by providing 24 hour technical support as main after hours technician• Provided 10 member help desk team Level I and II technical support for advanced issues for over 1000 end users.