Cecil Mcbride Email & Phone Number

Austin, Tx, Us

Houston, Tx, Us

- Consistently supporting and managing over 25 cases at a time for different technical issues using Salesforce, JIRA, and Wolken Software- Created, edited, and published technical troubleshooting articles using Knowledge-Centric Service guidelines- Collaborated with colleagues and clients in troubleshooting sessions to further understand and resolve technical issues via Zoom, Webex, Teams, and Slack- Recognized for consistently high NPS scores and customer satisfaction- Designated to handle Federal and U.S. Domestic cases- Regularly reviewed logs of different types using Sublime Text, Notepad++, Process Monitor, Windows Event Viewer, and Wireshark- Expansive knowledge of Carbon Black Security Products including Carbon Black Cloud, App Control, and Endpoint Detection and Response

Houston, Texas, United States

- Organized, deployed, and supported over 7,000 iPhone’s to users in healthcare by using AT&T FirstNet, VMWare AirWatch, Microsoft Excel, and internal asset management software (CEMS)- Created, edited, and tested support documentation and procedures for end users and other support technicians- Collaborated with other associates through Skype Business and Microsoft Teams- Experience using and troubleshooting Konica Minolta hardware for printing and copying- Trained to handle and protect HIPPA information in a technical environment - Supported users with setting up and troubleshooting new devices via Zoom

Austin, Texas, United States

- Supported up to 15 iOS customers per day at the Genius Bar- Provide technical support for macOS, iPadOS, iOS, watchOS, and mobile device hardware- Consistently receiving high scores (4-5) in NPS customer feedback surveys- Collaborated with other technicians for complex issues- Handled escalations from other technicians- Created complete solutions for personal and small business needs

Austin, Texas

- Launched several products by loading software, implementing retail displays and arranging the storefront- Upgraded and tested demo devices with security and demo software- Managed and organized an inventory of 10s of thousands of products in-store- Highly regarded for strong customer focus, positive attitude, and willingness to learn- Sold over $1k per transaction on average with some days exceeding $60,000 in sales- Supported students all the way to small businesses with finding complete solutions- Completed internal privacy, accessibility, and workplace compliance training

- Assisted customers over the phone to solve issues relating to their product orders, billing information, and business invoice requests

Austin, Texas

- A top ranked salesperson: high revenue per hour worked; hitting up to $23k in a day- The only spanish speaker available in the computers department- Chosen to guide a customer that was sponsored by the Make-a-Wish Foundation- Worked the sales floor during Thanksgiving, Black Friday and the holidays- Strong positive feedback ratings on customer surveys- Stayed up to date with the release of new computer core components and other tech

Austin, Texas

- Co-created a survey website that helped match Austinites to dogs at local shelters- Interviewed and surveyed Information Technology positions in government

High School Diploma

Activities and Societies: Marching Band, Engineering Club, Gay Straight Alliance Club- Took an array of advanced placement classes and led.

Salesforce Administrator Certification, Salesforce Administrator

Certification, Network+, Information Technology

- Enrolled in a course with the expectation to earn the CompTIA Network+ certification