Charles Brown Email & Phone Number

Seattle, WA, US

Allocating, maintaining, and troubleshooting of IT equipment used in Amazon Operations facilities.Handling support requests and procedures across the network.Assisting in training of all IT Facility Support new hires.Continuous learning of new technologies and holding monthly meetings.Supporting customers from multiple buildings in the area, as well as.

New York, New York, US

• Assisted the software platform users by providing guidance and suggestions on business processes, training and application functionality for daily issue resolution of supported applications (Microsoft 10, Zoom.
• Worked with various departments to troubleshoot, identify and document application issues, errors and trends that require escalation to Systems Admins, Subject Matter Experts or vendors
• Lead weekly team meetings to review caseloads, reported issues, training and resolutions to commonly reported issues of supported applications
• Continually created and updated training documentation for Support Analysts to use as guidelines for providing standardized troubleshooting techniques and business processes to over a hundred Girl Scout Councils as.
• Participated in the development/design of Salesforce Service Cloud for GSUSA Case Management
• Created “How to” documentation for all GSUSA staff and Council users

Atlanta, Georgia, US

• Managed a team of 12 level 1 help desk support representatives and 2 team leads which handled 2000+ inbound and outbound calls to corporate and store end users weekly with a first call resolution above 95% SLA
• Monitored emails and social media mailboxes for corporate and store end users real time Q&A
• Determined appropriate call or email escalation handling for level 2 & level 3 support
• Reset user’s passwords and give admin rights privileges to secured information
• Remote into desktop and laptop to update and/or reconfigure end users data

Fort Lauderdale, Florida, US

• Grew the call center department as a manager within the organization by earning over $1.3 million in sales each year of my tenure
• Initiated the creation of an internal product-knowledge lab and training forum which ultimately helped our support staff to decrease the SLA hold-time by 23%, increased the daily calls handled by 17% and increased the.
• Exceeded first time call resolution quotas by consistently reaching the SLA of 95% or above each month of my tenure as a manager
• Team of 12 support representatives handled on average 2500 inbound and 500 outbound calls on a weekly basis with a 95% or better monthly first call resolution rate
• Trained, coached and lead over 200 customer support personnel as an acting manager
• Performs all duties inherent in the role of a manager including hiring, termination, review, and development of associates

Bachelor Of Science - Bs, Political Science

Political Science And Government

Telecommunications