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.

- 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 customer experience. - CRM Technical Support Lead for Wireless Hotspots and Cell Phones• 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• MWS Customer Support Operations• Wireless/DSL Vendor Partner Support POC• Work closely with Sprint Wireless to launch as a MVNO partner.

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 computers (software install and hardware replacement), create quotes and create process documents.• 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• Create process documents to improve work accuracy

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 processes and procedures.• Implemented process improvements to reduce call rate; exceeded service level objectives targeted for 19, currently at 18.8.

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.• Invited to Norfolk, VA as an expert to identify gaps in Process, Methods and Procedures for Billing and Retention.• Chosen by the vendor management team to conduct a Vendor Call Center Audit in Odessa, TX.• Mentored agents on Process at a newly launched Vendor Call Center, in Odessa TX.• Authored technical support focused methods and procedures using Microsoft FrontPage.• Managed training and resources in preparation for new product implementation. • Measured rate of success for newly implemented systems and procedures.• Performed software user acceptance testing (UAT) for new software releases.

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.• Monitored quality assurance standards between staff and customers, and improved customer experience.• Verified employees followed company policies and procedural guidelines.• Performed the duties of Manager, Business Operations Support.• Part of Product Management Team to take Call Center Offshore

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• Won (5) Technician of the Month Awards for maintaining reliable machines.

Complete automotive repair technician.