Christopher Pagel Email & Phone Number

United States

Technical Support Specialist for Conest of JDM Technology Group. Supporting their IntelliBid and SureCount software.

RESPONSIBILITIES• Specialist in OpenText's SaaS backup product offering, Carbonite Server Backup• Data protection service recommendations and support for Windows, Linux and IBM i environments• Client interaction through help desk ticketing systems (Salesforce / ServiceNow) or via Cisco Finesse VOIP phone service• Utilize industry standard software such as Microsoft Teams, Bomgar, Zoom and others to assist clients with best practice configurations, DR testing and technical troubleshooting• Work within Microsoft, Linux, iSeries and HP UX environments• Assist with SQL installations, user permissions and limited query work• Create / update support M&P’s for both internal and external users• Utilize Jira software to support agile team engagement on projects• Train and mentor new agentsACHIEVEMENTS• Exceptional Performance Award recipient for being in the top 5% across all metrics for the company 2021, 2022 and 2023• 2021 Customer Experience Award winner for averaging a perfect 100% CSAT score on customer surveys for the year• 2020 - 2021 Top Sales Referrals for a support team member• Assisted in the creation and implementation of the company's new self-driven training course

Spencer, Massachusetts, United States

RESPONSIBILITIES• Conceptualized and co-founded the company• Head of new partnership development and relationship management• Led sales planning, execution and analysis• Created all company marketing materials and handled all company communications• Managed 30 full and part time employees• Created the Reliable Bud event series for business to business and business to consumer networking opportunities• Served as the primary IT administrator for the companyACHIEVEMENTS• Starting from ground zero, created over 600 business partnerships and 22,000 consumer relationships for incorporation into the Reliable Bud application• Earned over $1,000,000 profit in year 2 of the Reliable Bud event series

Leominster, Ma

RESPONSIBILITIES • Install and support LANs, WANs, network segments, internet and intranet systems• Conduct network audits, recommending upgrades and changes• Design and deploy network schema• Monitor networks to ensure security and availability• Serve as the Network Administrator and manage Windows AD for several fully managed clients• Assist clients via helpdesk ticket system (ConnectWise)• Provide technical support across both Windows and MacOS environments• Maintain integrity of the physical hardware, network, backup solutions and security• Escalation point for client relations• Create / update project deployment guides and service maintenance M&P'sACHIEVEMENTS• Top service reviews 2014 – 2018• Top requested engineer by clients 2014 – 2018• Top selling engineer 2015 – 2018• Disaster Recovery and Backup Lead Engineer 2017 – 2018• 100% client retention rate for primary assigned clients

West Warwick, Rhode Island 02816

RESPONSIBILITIES • Primary point of contact for corporate escalations• Team Lead, serving as the internal team escalation point and training facilitator• Tier 3 data support o Advanced troubleshooting of network appliances such as Cable Modem, Network Switch and Firewall o Advanced troubleshooting of network and security settings in Windows and MacOS environments• Tier 3 phone support o Number port request processing o Activation / Deactivation of phone features in the backend phone switch o Advanced troubleshooting of malfunctioning phone features• Reviewing all customer accounts for upsell opportunitiesACHIEVEMENTS• Department head during call center closure• Lead of group responsible for M&P creation of CAG department deployment across company• 2012 New England Regional Vision Awards Award winner for Rising Star in Company• 2008, 2009, 2011, 2012 and 2013 Amazing Customer Experience Award winner• 2009, 2010, 2011, 2012, 2013 top sales in department• 2008, 2010, 2011, 2012 top retention rate in department• 2008 - 2014 top customer service scores in department

New Bedford & Raynham, Ma

RESPONSIBILITIES• Acting Store Manager for 2 company locations• Interview, hire and train staff• Sales forecasting and planning• Completing weekly scheduling and payroll• Daily inventory management and monthly audits• Determining final marketing layouts and delegating execution• Product ordering and budgetingACHIEVEMENTS• Over 25% increase in annual sales 2004 – 2005• Over 50% increase in annual profit 2004 – 2005• Over 50% increase in annual sales 2005 – 2006• Over 100% increase in annual profits 2005 - 2006

Business Administration And Management, General

Diploma, General Studies