Chad Rhoads Email & Phone Number

• Efficiently managed a high-volume ticketing system, phone queue, and text system, ensuring timely resolution of customer issues. • Successfully adapted to constantly shifting priorities, demonstrating flexibility and agility in handling diverse tasks. • Proactively acquired proficiency in new technologies and software to swiftly address technical issues and improve troubleshooting efficiency. • Conducted thorough research on bugs, workarounds, and fixes, contributing to the development of comprehensive solutions for various issues. • Demonstrated proficiency in navigating Microsoft 365 to effectively resolve a wide range of technical issues.• Leveraged tools such as Addigy and Automate to efficiently manage workstations and troubleshoot issues, enhancing operational effectiveness. • Collaborated with customers across different organizational levels to understand and address their specific needs and challenges. • Facilitated communication and coordination with vendors to expedite system repairs and ensure seamless service delivery to customers. • Contributed to the development of a robust knowledge base by creating informative articles and documenting solutions and customer setups. • Played a key role in the onboarding and offboarding processes for employees, ensuring smooth transitions and compliance with company protocols.

Atlanta, Georgia, Us

Worked on Teams Migration team to migrate phone system from Skype to Teams. Installed new phones and provided white glove support to resolve phone issues. Provided alternative solutions to ongoing issues. Wrote up articles for the knowledge base based on Teams licenses and phone type. Created how-to videos on each phone to give step-by-step instructions. Worked within Cherwell for ticket management. Dispatch out to various sites around the county to replace and install new phones, as well as be onsite for the migration of accounts.Selected Contributions:• Worked with county employees in various roles. • Headed up and created the knowledge base articles for usage of the phones as well as provisioning of the phones.• Self-taught for majority of the systems including how to update firmware on the phones, using Teams Admin, Office 365 Admin, Intune, Azure Active Directory, and Cherwell. • Ran a lab to learn how the phones worked, replicate issues, and test devices to identify what can break them and what can fix them.

Seattle, Wa, Us

Provided white glove help desk support to Weyerhaeuser employees. Setup docking stations, web cams, mice, keyboards, and monitors. Paired Bluetooth headsets. Troubleshot layer 1 internet issues, Microsoft Teams, and Windows 10 problems. Escalated problems to Tier 2 if required. Tested and verified conference rooms were working. If there were problems present, check layer 1 then escalate to Conference Room Tech.Selected Contributions:• Worked with employees in various roles. • Identified employee requirements to find the best solution to their problems.

Richardson, Texas, Us

Dispatched to client sites and data centers to assist clients in the repair of their NetApp and Pure servers. Replaced hardware and configured and installed server operating system. Keep in contact with the customer to obtain necessary information such as encryption or IP addresses. Traveled to different cities to cover areas when technicians were not available. Assisted the install team in installing new controllers and shelves.Selected Contributions:• Replaced all components including mother boards, boot devices, expansion modules, RAM, batteries, shelves, and disk drives.• Installed new systems and shelf expansions.• Created a report with customers which allowed for trust when working with highly sensitive information.

Florham Park, New Jersey, Us

Seattle, Wa, Us

Seattle, Washington, Us

Worked with customers to book trips both nationally and internationally.

Starbucks BaristaPerformed opening and closing duties.Ran register, taking orders, and handing them off to my co-workers to make.Ran espresso machine, trying to make the drinks as quickly as possible.Performed upkeep duties such as dishes, keeping items stocked, and cleaning the kiosk and customer dining area.

Pleasanton, Ca, Us

Took escalations handed to us by Management and Executive Team. Worked as an ambassador for the customer and the various departments until issues were resolved.Negotiate with the customer and ensure their issues were taken care of.Worked with all departments and upper management to make sure customers issues were addressed and resolved as promptly as possible. Worked with Executive Team to gather data on trends of escalations.

Pleasanton, Ca, Us

Started as first class for Voice Tier 1 in Seattle. Take inbound calls. Troubleshoot VoIP services for both hosted.Identify LAN and WAN issues.Troubleshoot Edgemarc VoIP Routers.Run debugs in the Edgemarc CLI to identify if phones register or are getting an IP.Accomplishments:Created processes for Tier 1 to help with the tier 2 trouble ticket buckets to help catch them up. After company acquired IP5280, was part of a 3 person team to create knowledge base articles, and train on the IP5280 systems.Went to Voice Tier 2 5 months after being tier 1.Inbound for Tier 1 agents to do advance troubleshooting for Hosted and Integrated Services.Identify issues on LAN and WAN.Work on Cisco Managed Switches, Edgemarcs, Adtrans, Verilinks.Run debugs on Edgemarcs and Adtrans to identify any issues with registration or IP confliction or obtaining IPs.LAN Best Practices Consultation to customers to resolve issues. Sometimes required to help customer completely restructure their LAN.Accomplishments:Continued to train IP5280 to new hiresPlaced on a Follow Up team for research into more complicated issues and to resolve issues in a more timely manner.Worked with upper management and follow up team to try and come up with a better ticket process solution.Began training new classes on the weekends for non-seattle locations on VoIP.

Charlotte, Nc, Us

Inbound call center. Temporary Position.Phone service for Commercial clients in dealing with loans, wires, account inquiries, supply orders.

Seattle, Wa, Us

Inbound Call Center. Temporary Position.Telephone support for Starbuck brick and mortar stores. Troubleshoot access, phones, network, registers, credit card machines, monitors.

Costa Mesa, Ca, Us

Telephone and online service ticket support for ISP. Technologies include Residential VOIP, Business VOIP, T1, Bonded T1, Ethernet over Copper, ADSL, SDSL, IDSL, Web Hosting, DNS hosting and Email hosting.Accomplishments:Project leader for Incentives team and Issue tracker.Member of Call Reduction teamCreation of the follow up team which improved SLA, efficiency of repairs, and Mean time to repair, as well as customer satisfaction.

Us

Assisting in research & development of health food supplements. Produce the product and package into bottles with precise measurements. Carefully package breakable product into boxes for shipping over seas and within the United States and Canada. Assist in computer repairs on Macintosh. Network set up of computers.Supervise shipping of product.Building and maintaining the website

Internal Microsoft help desk. Answer calls and respond to tickets regarding SIP phones. Troubleshoot, order, and dispatch techs to resolve issues.

Billing: Take customer calls regarding anything including: billing questions and inquiries, account set ups, and product inquiries. Answer calls following a call model, and methods and procedures in a professional manner.Local Number Portability: Take porting calls regarding anything including: porting requests, port troubleshooting, and port inquiries. Answer calls following a call model, and methods and procedures in a professional manner.Repair: Take technical support calls regarding anything including: set up, network trouble shooting, telephone adaptor troubleshooting, router troubleshooting, connections issues, sound quality issues, login problems, telephony feature issues, account manager issues, trouble tickets. Offline work includes: creating and updating trouble tickets, tracking issues and calls, and returning calls to customers.Assist in floor support, helping other reps solve issues, and answering product questions.

Bachelor Of Science - Bs, Computer And Information Systems Security/Information Assurance

Associate’S Degree, International/Global Studies

Education record