Arthur Betts Email & Phone Number

11525 Stonehollow Dr

1. Responsible for providing management with the current/weekly QA goals/averages for all clients (Mainly reporting total numbers)2. Set expected QA goals for each assessor of a client (Lead/Management goals)3. Provided areas of excellence and constructive feedback to the agents (Some interactive)4. Dedicated to meet a weekly QA quota (60 - 80 per week)5. Discussed ways to improve our QA process (Incentives for performance/Agent feedback on QA comments)6. Calibrated all QA forms with Leads/Management (Scoring opinions are the same)

11585 Stone Hollow Dr Ste 170, Austin Tx 78758

1. Provided advanced troubleshooting to location staff to identify the cause of an outage 2. Identified what equipment was managed by us and what equipment was managed by the location staff 3. Extensive knowledge about 2.4GHz and 5GHz mesh networks/interference/channel separation (SISO/MIMO)(802.11b/g/n/ac) 4. Worked with dashboards like Unifi, Meraki, Ruckus and SSH/Putty commands to identify network issues and reprogrammed or replaced the equipment need for a resolution 5. Assisted location staff/management with self/professional equipment installation to confirm the replacements are online and operational 6. Provided training to location staff/management on how to use the network monitoring software we provide them 7. Explained consumer network expectations 8. Provided advanced troubleshooting for Guest escalations that needed more information to determine the root cause of a Guest connection issue 9. Processed refund requests

Austin, Texas Area

1. Assisted park staff with identifying and troubleshooting Node-AP/Site outages (Basic reboots/Equipment Light check/Disconnected cable)2. Assisted customer's that park staff called on behalf of (Guest Support troubleshooting)3. Answered questions about network capability/capacity (What the network will allow for total users connected and data usage per device)4. Provided information about current open network tickets and transferred to a NOC (Level 2) technician if a higher level of support is required (Equipment needs to be reprogrammed/replaced)

Austin, Texas Area

1. Assisted customer's with connecting their device to the wireless network (Laptop/PC/Tablet/Smartphone/TV/Streaming devices)2. Familiar with most platforms (Windows/MAC/Android/IOS) 3. Identified offline services and equipment (Login page offline/AP or Node offline/Site offline) 4. Assisted customer's with account questions (Service credits due to intermittent/offline equipment/Reimbursement) 5. Able to identify Line-Of-Sight/Shielding challenges in a wireless mesh network (Clear path of sight to the tower/No metal obstructions in the windows IE. metal blinds/foil) 6. Knowledgeable about 2.4GHz and 5GHz mesh networks (SISO/MIMO)(802.11b/g/n/ac)

3800 Quick Hill Road, Austin, Tx 78728

Provided assistance with connection of alarm systems Added and tested additional equipment of alarm systems Specialized in Broad Band connectivity issues

1340 Airport Commerce Dr Suite 490 Austin, Tx 78741

Provided assistance with DSL synchronizationTroubleshot wireless connectivity issues Escalated issues that needed Line Repair

2800 Wells Branch Pkwy; Austin, Tx 78752

Provided software support for wireless Solved synchronization issues with a PC Provided basic technical for wireless

15128 Kramer; Austin, Tx 78758

Updated Alumni information for universities Resolved issues regarding informationCall center customer service

11525 Stone Hollow Dr Ste 100, Austin, Tx 78758

Email Microsoft about extreme situationsResolved managerial situations Call center customer service

5744 Manchaca Road; Austin, Tx 78745

Top phone sales person (25 out of 36 months).Audio/Video expert.Performed resolution of customer service issues.Great with customer interactions Extensive product knowledge Responsible of "End of Shift" deposits