Daniel Currier Email and Phone Number

• Created the company website (www.rfidinc.com) using the WordPress platform, including custom coding using CSS and html.• Designed new logos for the company, its various product lines and individual products.• Designed new informational materials for company products, including flyers and data sheets.• Designed promotional emails and graphics for marketing purposes using Mailchimp and customer coding in HTML.

• Provided technical support to business and residential end users for issues related to services that include internet (fiber, cable and DSL), VoIP phones, cable television (IPTV and cable), email and alarm systems via phone, emails or customer-submitted tickets through Zendesk .• Troubleshot hardware issues for both company-provided and customer-owned devices, including ONTs, modems, routers, switches, VoIP phones, computers, tablets, cell phones, set-top cable boxes and more.• Troubleshot software issues for apps including Microsoft Office Suite, popular email clients, and web browsers running on Windows, Android and Apple devices.• Monitored and maintained problem reports using the Zendesk ticketing system to ensure prompt response times as well as maintain a detailed record and timeline for new and ongoing issues.• Provisioned and configured equipment, including assigning static IP addresses and port-forwarding.• Coordinated responses to issues that can’t be handled remotely, including escalating issues to appropriate departments, scheduling with customers and dispatching field technicians.• Educated customers on tasks including setting up email clients, programming cable television remotes, using their alarm control panel and general troubleshooting issues with their personal devices.• Worked on hardware and software issues for both company equipment and customer equipment via LogMeIn remote support.

• Technical Advisor for the creation of the new ICAO-based Test of Aviation English (TAE).• Create questions to be used in the TAE based on aviation themes including weather reports, pilot reports and communications with ATC.• Create pilot-controller dialogues and meteorological reports to assess reading and listening ability.• Design and creation of various types of graphics and diagrams to be used in the exam.

• Taught English language classes for adults, children and adolescents, at levels ranging from basic to advanced, including specialty subjects like aviation and business English.• Also taught courses to prepare students for university entrance examinations, covering topics such as math, science and English composition.

• Managed an online computer repair team consisting of thirteen technicians.• Monitored team response and resolution metrics, and personally resolved escalated issues. • Managed staffing levels, support coverage and refined support policies and procedures.• Oversaw company wide customer service satisfaction statistics utilizing the Net Promoter Score system, and was instrumental in raising customer satisfaction level by 30%, to the level of “world class service”.• Conducted training classes for employees, covering subjects such as computer hardware and software, troubleshooting, reinstallation of an operating system and configuring the Windows operating system.• Managed many of the company’s special projects, including the search for alternative fuel vehicles and new methods of advertisement.

• Managed the company’s Parts Department consisting of two employees.• Established operating policies and procedures which resulted in an increase in profit of 258% and an 80% reduction in the number of parts returned, all within the first 2 months of taking the position.• Established B2B relationships with parts vendors located throughout the US.• Ensured the highest level of customer satisfaction by personally resolving any client issues.

• Performed online computer repairs for clients located across the country, including troubleshooting, installation and/or configuration of application software, virus removal and system optimization.• Assisted in the growth and maintenance of the office network, including troubleshooting of hardware and software related problems, performing data backups/disk imaging, virus removal, hardware replacement and installation/reinstallation of operating systems.• Provided phone support to customers and acted in the capacity of a back up sales person as needed.