Barry Dodd Email & Phone Number

Phoenix, AZ, US

Phoenix, Arizona Area

• As a Security Advocate for the Safety & Security Triage Team at Ring, I am responsible for handling internal and external escalations, finding, investigating and resolving Neighbor concerns in regards to Security.
• Streamlined process for finding unreported Security Concerns saving team members up to 3 hours per month.
• Identified non-functional and deficient Splunk Dashboards that were made for S2T2 and worked with the Incident Response team to resolve the existing issues.
• Developed Dashboards in Splunk to improve S2T2’s ability to investigate concerns resulting in faster ticket resolutions.
• Developed an internal escalation process to function as an intermediary between S2T2 and Incident Response in order to reduce extended escalations, resulting in faster ticket resolutions.
• Ring of Excellence January 2024.

Phoenix, Arizona, United States

• As a Neighbor Solution Expert, I was responsible for providing solutions to issues that neighbors may be experiencing with their devices. I would provide internal support to other team members, while always delivering.
• Top Performer of 72 Agents for Q4 2021
• Ring of Excellence November 2021
• Consistently exceeds minimum performance standards month over month
• Provide internal support for peers and transferring agents
• Provide networking and advanced technical solutions

Phoenix, Arizona, United States

• As a Program Manager, I assisted and handled special projects to identify areas of opportunity for improvement within Ring for cost savings and process improvements. The position was designed specifically to utilize my.
• Evaluated and corrected documentation for information regarding new product and feature releases.
• Evaluated and tested EVT and DVT devices for product readiness
• Assisted in evaluating product features as well as identifying the areas of opportunity for improvement
• Created internal and external troubleshooting documentation for new and existing devices.
• Functioned as a SME for the Instructional Design Team for new products, features, and networking

Phoenix, Arizona, United States

• Amazon acquisition of Ring on April, 13, 2018.As a Ring Solutions Advisor Team Lead, I scheduled and conducted coaching various team members. I listened to calls to identify areas of opportunity. I managed agent.
• Facilitated RSA trainings for agents new to RSA.
• Conducted various coaching methodologies.
• Helped agents set goals for agent development.
• Created comprehensive action plans to improve overall team performance.
• Ran Kustomer and Amazon Connect reports for agent. Put together spreadsheets for presentation of team performance and tracking.

Phoenix, Arizona, United States

• As a Level 2 Community Support Agent, I provided advanced support to a myriad of clientele while maintaining a high level of rapport. Worked with installers, neighbors, and agents by providing guidance through.
• Ran Level 2 training for International Team Member, Neighbor Advocates (Executive Support), new Level 2 Agents, and new Ring Solution Advisor agents ramping up over 50 agents.
• Introduced new aspects of Level 2 training by providing 26 routers of various makes/models to challenge and provide trainees hands-on experience.
• Remote accessed Neighbor systems to adjust router configurations.
• Updated Level 2 training refreshers and documentation including: Get Meshed, Admin, Basic Networking, Wifi, Hardwiring, Hotspots 101, and Advanced Motion.
• Assisted “Ring Partners” such as Samsung, Key, and Linksys to troubleshoot devices used for research and development.

Phoenix, Arizona, United States

• As a Security Advocate for the Safety & Security Triage Team at Ring, I am responsible for handling internal and external escalations, finding, investigating and resolving Neighbor concerns in regards to Security.
• Streamlined process for finding unreported Security Concerns saving team members up to 3 hours per month.
• Identified non-functional and deficient Splunk Dashboards that were made for S2T2 and worked with the Incident Response team to resolve the existing issues.
• Developed Dashboards in Splunk to improve S2T2’s ability to investigate concerns resulting in faster ticket resolutions.
• Developed an internal escalation process to function as an intermediary between S2T2 and Incident Response in order to reduce extended escalations, resulting in faster ticket resolutions.
• Ring of Excellence January 2024.

Phoenix, Arizona, United States

• As a Neighbor Solution Expert, I was responsible for providing solutions to issues that neighbors may be experiencing with their devices. I would provide internal support to other team members, while always delivering.
• Top Performer of 72 Agents for Q4 2021
• Ring of Excellence November 2021
• Consistently exceeds minimum performance standards month over month
• Provide internal support for peers and transferring agents
• Provide networking and advanced technical solutions

Phoenix, Arizona, United States

• As a Program Manager, I assisted and handled special projects to identify areas of opportunity for improvement within Ring for cost savings and process improvements. The position was designed specifically to utilize my.
• Evaluated and corrected documentation for information regarding new product and feature releases.
• Evaluated and tested EVT and DVT devices for product readiness
• Assisted in evaluating product features as well as identifying the areas of opportunity for improvement
• Created internal and external troubleshooting documentation for new and existing devices.
• Functioned as a SME for the Instructional Design Team for new products, features, and networking

Phoenix, Arizona, United States

• As a Ring Solutions Advisor Team Lead, I scheduled and conducted coaching various team members. I listened to calls to identify areas of opportunity. I managed agent activity in Kustomer and maintained coaching.
• Facilitated RSA trainings for agents new to RSA.
• Conducted various coaching methodologies.
• Helped agents set goals for agent development.
• Created comprehensive action plans to improve overall team performance.
• Ran Kustomer and Amazon Connect reports for agent. Put together spreadsheets for presentation of team performance and tracking.

Phoenix, Arizona, United States

• As a Level 2 Community Support Agent, I provided advanced support to a myriad of clientele while maintaining a high level of rapport. Worked with installers, neighbors, and agents by providing guidance through.
• Ran Level 2 training for International Team Member, Neighbor Advocates (Executive Support), new Level 2 Agents, and new Ring Solution Advisor agents ramping up over 50 agents.
• Introduced new aspects of Level 2 training by providing 26 routers of various makes/models to challenge and provide trainees hands-on experience.
• Remote accessed Neighbor systems to adjust router configurations.
• Updated Level 2 training refreshers and documentation including: Get Meshed, Admin, Basic Networking, Wifi, Hardwiring, Hotspots 101, and Advanced Motion.
• Assisted “Ring Partners” such as Samsung, Key, and Linksys to troubleshoot devices used for research and development.

Phoenix, Arizona Area

• As a Level 1 Community Support Agent, I provided excellent customer service by effectively communicating with neighbors (customers) to ensure resolutions with the proper troubleshooting steps. I also consulted with.
• Handled inbound calls documenting activity in ZenDesk
• Using Internal tools, I worked with neighbors to thoroughly troubleshoot their devices
• Identified calls that needed to be escalated to the proper departments

Phoenix, Arizona Area

Owner of the company which provides computer repair, network installation, web design and technology support to various clients and small businesses in the valley.

Phoenix, Arizona Area

• Provided live call queue management to maintain SLA.
• Performed QA Call analysis and attached coaching's to agents files.
• Adjusted schedules to accommodate call volume and agent shrink.
• Posted IVR messaging on Avaya's IVR management console for approved outages.
• Consulted client's on-call staff to report suspicious call behaviors for outage reporting and mitigation.
• Supported 10 clients simultaneously including military and state government contracts via phone, chat and email.

Phoenix, Arizona Area

• Door to door sales
• Cold calling leads
• Marketing via social media
• Removed incompatible equipment
• Installed 2Gig alarm panels, sensors as well as 3P sensors (EcoLink/Honeywell)
• Programmed alarm system and coordinated testing with CMS

Phoenix, Arizona Area

• Assisted as temporary management for multiple valley locations
• Responsible for opening and closing the store
• Managing the till as well as balancing credit card transactions
• Managed orders, refunds, warranty requests and change orders.
• Completed reports for corporate based on store performance.
• ABO Certified and NCLE Certified.