Stephen Chandler Email & Phone Number

Columbia, South Carolina Metropolitan Area

*Provide high level technical support for a Linux-based backup and recovery solution*Work with storage devices, hardware, software, peripherals, networking and replication to the cloud*Resolve backup and recovery related technical issues tailored to customer needs*Work with numerous Windows, Linux and Virtualization (VMware, Hyper-V and Xen) products*Assist customers in finding solutions to issues in their technical environments*Use tools such as PuTTY, WinSCP, Salesforce, Shoretel, Webex, iTivity, KBs, Skype and Slack*Provide superior customer service with technical professionals from small to enterprise environments

Elgin, Sc

Interact with customers to provide 2nd level technical support, consisting of troubleshooting cell phone connections and software/hardware support.Determine the issue by evaluating and analyzing the symptoms.Stay current with system information, changes and updates and new modelsEffective listening skills; Clearly conveys and receives information and ideas, through a variety of media, to individuals or groups in a manner that engages the audience, helping them understand and retain the message, and permitting response and feedback from the listener;

Customer InteractionsListens and responds appropriately in all customer interactions.Manage customer relationships by performing the full range of customer service functions. Uses common courtesy and discretion to achieve customer loyalty.Empathizes and acknowledges customer to create trust and partnership.Customer SolutionsUses negotiation and problem solving skills to resolve customer concerns.Utilizes troubleshooting guides and Tier 1 troubleshooting on all calls that require device assistance. Identify and assess customer needs based on interactions.Troubleshoot and communicate technical answers clearly and concisely.Takes accountability for and resolves all customer issues and follow up when appropriate.Customer Loyalty & GrowthReview all customer account information while on calls to identify and match customer's need with the appropriate product and / or service (e.g., upgrades, adding a line). Utilize tools and resources on every call to make appropriate recommendations to customers. Offers and educates on the benefits of products and services and explains how the recommendations will add value to the customer’s wireless experience. Recognizes bells of churn and responds with effective recommendations.

Columbia, South Carolina Area

Supervisor of group of three tasked with answering and resolving an average of 50-60 calls and 150-200 incidents daily.Examined and diagnosed Citrix, VMware, VOIP, Microsoft and Cisco systems through hardware monitors and software alert tickets.Creation and management of virtual machine Basic troubleshooting of Windows 2003/2008.ESX and Virtual Machine patch deployment using Update Manger & Update Manager Download Service.Troubleshoot ESX Server and Virtual machine related performance issues.Monitored network activity and connection status through web based monitoring tools.Reduced call volume by 32% by monitoring for repeat trouble cases of network and hardware performance issues and follow through escalation of repeat cases

Peachtree City, Ga

• Generated all customer facing and internal management reports for Kiosk and agent performance metrics• Maintained Kiosk data within proprietary Gasper database.• Achieved 5% agent productivity gain through VBA process to improve Kiosk alert monitoring• Liaison between line of business and service operations. Generated and maintained all reports from CEO to Help Desks supporting fleet of 10,000 DVD kiosks; automated report generation, managed performance improvement and entitlement programs.• Achieved time savings of 3 hrs/day (1095 hrs, $25.5K/annually) by automating reports using VBA for Excel.• Reduced service calls by 30% or $360K annual savings for worst 600 kiosks.

• Provided level 2 support for self-service kiosk using POS software; maintained/developed knowledge base; handled escalations.• Managed shift of 12 help desk agents including shift scheduling, agent audits, and performance feedback.• Provided remote support through remote connect capability to analyze and resolve software issues.• Maintained 99.7% SLA for all escalations resolved at level 2.

Supervised store of 4 cashiers including shift scheduling, drawer counts, and performance feedback.

Elct, Electrical And Electronics Engineering, 3.0

Activities and Societies: NTHS

Bachelor Of Engineering (Beng), Computer Engineering