Ashot Gabrielyan Email & Phone Number

Westlake Village, California, United States

• magicJack for Business (magicjackforbusiness.com) is a VoIP business phone service, along with a mobile App service.
• Manage a Team for Technical Support, Billing and Sales.
• Create Technical Support documents for troubleshooting VoIP services.
• Monitor and troubleshoot NICE InContact IVR phone system for our Call Center.

Westlake Village, California, United States

• Test new Apple released iOS software on Credo Mobile iPhones.- Successfully launched a new modern IVR System to our Call Center using the InContact platform, resulting in huge savings, infinite flexibility and better.
• Wireless Devices, DSL and Dial-up Internet Technical Support Operations
• QA new wireless devices to verify network compatibility
• Create troubleshooting documentation and User Guides for new devices
• Technical Support Escalations
• Corporate Complaints (Tech Support) Handling

Torrance, CA

• Provide Technical support to Field Service Engineers and Customers to troubleshoot and diagnose Rapiscan X-Ray systems. Included but not limited to diagnose trouble issues, order parts, troubleshoot and repair.
• Phone Support to Field Service Engineers and customer to diagnose and repair X-Ray machines
• Assist Management Team to improve Call Center Process and Procedures, reduce calls an improve customer service
• Work with production and engineering when a new issue is identified to find resolution
• Extensive use of Navison, to search and place orders for parts, create dispatch tickets and search inventory
• Create Quotes for repairs and parts for customers using Navison

Newbury Park, CA

• Researched and analyzed technical support trends using Microsoft Excel data tables and developed solutions or alternative methods to reduce calls and improve customer experience.
• Partnered with operations to implement continuous process improvements, aimed at assisting agents in maintaining the excellent Customer Service.
• Created Power Point presentations with new HSI ideas for reducing calls and improving customer experience.
• Extensive use of Excel to lookup customer information and analyze the data using Pivot Tables, references and data base.
• To be reviewed by Directors used exceptional written and verbal communication skills to build ‘Deep Dive’ summary reports based on wide range knowledge of HSI Billing, Sales, Provisioning, Retention and Customer Care.
• Implemented process improvements to reduce call rate; exceeded service level objectives targeted for 19, currently at 18.8.

Newbury Park, CA

• Project Managed and Launched new products within the technical support environment.
• Project Managed teams to coordinate implementing new products (most recently Websites Powered by Intuit and ADT Home Monitoring and Control)
• Project Managed and launched WiFi services and chosen to be a group of a few to conduct WiFi Hot Spot testing for connection and reliability to ensure smooth product launch.
• Reviewed and reported impact to High Speed Internet (HSI), on Operational Impact Assessment’s (OIA) using years of working knowledge on Verizon systems, order flows, architectures, and processes.
• Worked with cross functional teams to place HSI related requirements on Business Requirements Document (BRD).
• Project Managed successfully and Received Monetary Award for testing the functionality and accuracy of a ticketing database resulting in zero downtime.

Newbury Park, CA

• Provided leadership in a Call Center to 25+ broadband support staff to identify and develop opportunity for improving customer support.
• Provided effective supervisory feedback, training, professional development, and corrective action plans.
• Conducted team meetings to communicate objectives and increase morale.
• Provided phone and on-site computer support for networking, wireless connection, computer performance, set-up, recovery and installation
• Awarded Supervisor of the Month for bringing Team from a low 76% to a high 98% Quality Assurance (QA) for Call Handling.
• Conducted new hire interviews.

Van Nuys, CA

• Onsite copy machine repair, maintenance and troubleshooting.
• Performed electro-mechanical troubleshooting while repairing or replacing copier equipment components.
• Diagnosed, Replaced and Tested faulty circuit boards based of technical repair manuals.
• Connected high speed digital laser copiers to Local Area Networks (LAN)
• Used schematics to diagnose and repair faulty components.
• Lead Quality Control Tester for remanufactured computer servers and Network copy machines

Northridge, CA

Complete automotive repair technician.