David Williams Email & Phone Number

San Diego, California

•Train, supervise and further develop a team of technicians for peak performance as measured by team and individual metrics. •Execute the Technical Support strategy, supporting ecoATM’s goals, and further develop and implement tactics in support of the strategy. - Identify, develop, train and enforce process flows, procedures, systems and tools that facilitate work inefficiencies. •Assist with Technical Support initiatives, support internal departmental processes, systems or special projects as required. •A strong leader who demonstrates strong implementation skills; is results oriented, and successful in motivating and coaching staff members. •A strong communicator with superior interpersonal skills; is a great motivator, mentor, and possesses advanced decision making skills. See less

Serves as first point of contact for employees, managers, and other department inquiries for assistance / information. Obtains and provides requested information or takes appropriate action to resolve, refer, or escalate issues in accordance with company process flow. Provides support to functional area and customers to ensure they have the information, tools and resources they need to address support needs Professionally and accurately responds to written and oral inquiries from employees, managers, and other departments, regarding questions, issues, problems, and status changes.Phone Queue - Ensures that agents are available and calls are not being dropped.Acting Supervisor in the absence of a Supervisor on the floor.Provides feedback to supervisor regarding training needs and performance issues. Participates in design and implementation of quality standards.Contributes to projects and collaborates with Machine Support / Tier 3 / IDV / Claims team members by supporting all aspects of the project assignments, including executing tasks, producing deliverables and actively participating as outlined in the Project Plan and directed by the Project Lead.Monitoring of Specific Salesforce queues and/or reports.Help maintain detailed knowledge of work flow, service levels, policies and procedures to other floor agents.Maintains high degree of confidentiality.

Acted as Technical Floor Lead to assist T1 and T2 agents with issues that have on cases. Worked with T3 on high end case issues. Managing calls from ecoATM customers and field technicians, perform routine maintenance, report, diagnose and track trouble tickets using CRM software, troubleshoot hardware and software issues, assist Tier I agents with restoring kiosks into normal operation, train and mentor Tier I colleagues, participate in special assignments, making sure that all issues are resolved in an timely manner and complete follow-up to ensure resolution. Selected to travel for onsite representation as a technical support agent at Law enforcement conferences.