Brandon Mohawk Email & Phone Number

Virginia Beach, Va, Us

Virginia Beach

Virginia Beach

As the sole member of Advanced Support leadership present on most days for most of my shift, I am responsible for running both APS and T2C at the same time.I help Tier Two and APS agents out with difficult technical issues that they are not able to resolve themselves.I handle supervisor/manager contacts with customers who are unhappy about some aspect of their experience with us, offering adequate compensation where applicable. This can be either an unsatisfactory contact with one of our agents or dissatisfaction with the level of service they have received, including issues like server downtime that was the result of our actions.

Virginia Beach

I assisted tier one agents with issues that they did not know how to solve in a timely fashion without help or that required a level of access not available to them. This included trouble shooting and resolving websites that are not working, and issues related to server configuration.I educated the agents who escalated to me whenever possible so they could potentially resolve similar issues on their own.I extensively used (and still use) the CLI on both our web hosting servers and my own workstations, heavy use of cPanel/WHM, made configuration changes to customer’s servers, as well as trouble-shot and configured various CMSes