Dave Peterson Email and Phone Number

Provide clients with renewal options and help ensure they are meeting their financial goals

Drive tractor trailer and deliver products to various locations in a timely manner

Responsible for auditing associate performance and customer service through interactions via phone or email to ensure quality standards were met, both technically and from a customer service perspective.Attended and developed training for associates, along with coaching and feedback regarding their performance. Exceptional attention to detail, and time management skills are required to ensure all quality standards are followed and quality targets are met.Organized and attended various meetings with team leaders, managers, and associates to ensure feedback is provided to the associates. Was a Subject Matter Expert regarding two device launches, one in South Carolina for BlackBerry PlayBook, and one in North Carolina for BlackBerry Z10, for Consumer and Enterprise users. I was responsible for testing software and hardware, both new un-released products and existing products to ensure quality, functionality, and ease of use. This includes reproducing issues, researching potential resolutions or developing my own resolutions, and reporting my findings in complex detail to the development teams.

Duties included assisting corporate customers on Microsoft Exchange servers with their BlackBerry Enterprise Server installations and BlackBerry related issues, and notating their case notes to ensure accuracy of those interactions.Responsible to ensure all security protocols were met and that the customer’s issues were resolved with the least environmental impact to the customer.Responsible for designing and assisting in implementing network solutions to ensure BlackBerry products and services were fully functional in the environment.

Attended weekly meetings with Microsoft to determine known issues, develop fixes, report on the status of the call center and track issues. Responsible to evaluate the associates on the phones to ensure that quality standards were being met both technically and from a customer experience aspect.Responsible for delivering feedback to associates and team leaders concerning performance, and developed action plans and development plans for associates who were not meeting quality targets.Developed and presented training material concerning Microsoft products to associates so they could then resolve customers’ issues on both voice and email interaction.Was a go to person for advanced technical support questions and issues that arose, for both Windows XP, Windows Vista and the hardware products that Microsoft released at the time regarding Microsoft Home Networking that the associates could not resolve on their own. Responsible for trending and data reports that were presented to both Convergys, and Microsoft regarding site performance.

I was responsible for all computer labs, and servers at the Truro Nova Scotia Community College campus. Updated the entire patch panel to be easier to use and more functional.I assisted in the transformation from GroupWise mail to Microsoft Exchange.Performed hardware and software upgrades on the entire campus, and ensured the functionality of all student and faculty systems. I assisted in creating and developing virtual systems and testing environments so that all changes were performed and tested in a test environment prior to making those changes in production.Responsible for determining hardware and software needs, determining the best options for obtaining those items, purchasing and implementing these items. This included workstations, servers, the latest software for educational use, and other various hardware and software needs. .