Desiraee Clay Email & Phone Number

- Create an environment of genuine and professional connections by leading the delivery of engaging and exceptional customer experiences for clients.- Answer calls, voicemails, emails, and texts, and provide the information requested or refer the client to another staff member within agreed upon timeframes and add summary notes in the client’s internal record.- Respond to calls, voicemails, emails, and texts related to technical support requests or issues related to web-based applications and log help desk tickets as needed. - Monitor and process name, contact information, and database changes, and upload or scan documentation into digital records. - Conduct follow-up phone calls and emails to survey respondents who have concerns or questions.- Strong professional work ethic as demonstrated by professionalism, respectfulness, dependability, and accountability.- Interpret and Implement policy and procedures.- Work ethic of a high degree of quality and detail-oriented with a demonstrated record of accuracy.

• Skilled in network operations center operations, including system monitoring, issue identification and resolution, and network performance management• Demonstrated expertise in meeting SLA’s and driving operational efficiencies, ensuring 99.99% network uptime• Identify, triage, and resolve all network issues within the organizational SLAs• Work closely with team members to troubleshoot complex customer issues and document solutions• Competent in managing network devices including routers and switches • Experience in monitoring and analyzing network performance, and identifying and resolving network issues through troubleshooting techniques • Skilled in logging and tracking network incidents, and escalating issues to Level Two or Three Engineers when necessary• Proficient in using network monitoring tools such as ScienceLogic or Nectar, and ticketing systems such as ServiceNow• Demonstrated ability to work in a team-oriented environment and collaborate with cross-functional teams• Excellent verbal and written communication skills with the ability to clearly articulate technical concepts• Ability to work in a fast-paced environment, handle multiple tasks simultaneously, and prioritize workload effectively• Hosted Shift Handover meetings with incoming shift team to transfer any ongoing issues with team members

Customer Service Representative - Technical Support• Excellent customer service skills; able to think creatively, pay attention to detail, and communicate effectively to coordinate service calls to the satisfaction of both the customer and support technicians. • Able to identify technical language and coordinate with the appropriate Engineering team to resolve the customer issue • Monitor Systems and Facility Alarms and notify customers of active alerts• Selected to work with top clients to ensure requested work is distributed accordingly, communication is ongoing with the client, and the work is completed flawlessly in a timely manner• Learn new information daily to remain knowledgeable in order to maintain the customers confidence in our support and services • Provide ServiceNow and NOC process and procedures training for new hires of CSR and Engineer level positions. • Communicate directly with customers to ensure their request is continuously being worked and completed to their satisfaction. • Coordinate with the data center locations for security access and data center support • Manage internal and external user portal accounts

Suwanee, Georgia

Customer Service Representative- High Performer, exceeding performance goals (performing at a 97.5% Average), continuously providing exceptional support contributing to exceeding company NPS goal of 65- Subject Matter Expert (SME) for internal and external users to share knowledge, technique, and unique expertise - Process 90% of ticket submissions received daily with 98% average incident accuracy. First Call Resolution (FCR) is the goal- Selected to assist Learning and Development with creating a new hire process and implementing the process with new hires- Created a 150 page internal new hire training guide that is used for CSR and Engineer training. Guide has been published in company knowledge base for internal user reference.- Recognized and nominated by my colleagues for going above and beyond to help fellow employees and customers. Awarded a Wingman Award for my outstanding service. - Obtained an ITIL Foundation Certification Project Manager December 2014 - April 2015- Contacted and scheduled 400+ customers for a network migration to a new network platform- Responsible for keeping track of data and the progress of scheduling customers - Actively and efficiently communicated with Engineers and Change Management to notify of customers scheduled for the migration

Suwanee, Georgia

It was a privilege to have the experience of being an Intern with QTS. I was able to see what a phenomenal company QTS is and gained respect for their mission and values. As an Intern at Quality Technology Services, I learned the importance of being the core of QTS. The Operations Service Center gives hands on experience with all aspects of QTS. In the OSC, I experienced how to become an exceptional Customer Service Representative. Gaining Knowledge on how to:Best process and assist with customer requestsFollow up and ensure the customer's needs were fully met with satisfactionListen and accurately document a customer's request in order to provide the appropriate assistance Meeting SLA's and follow set procedures Assist Internal EmployeesDeclare and follow through with Major Incidents and updating the audience until the resolution of the Incident Be an even better team player; communication with the team is very important to be successful in the OSCBe an amazing addition to the QTS family

Cumming, Georgia

Student Fieldwork - Occupational Therapy Assistant- Observed/participated in evaluation, treatment process, and discharge planning - implemented patient’s individualized treatment plan as established by the OT. (Average caseload: 10 patients)- Applied therapeutic techniques in such areas as, but not limited to: muscle strength, coordination, endurance, ADL, joint protection, physical agent modalities, and work simplification. - Maintained appropriate and timely documentation for all patients treated

Flowery Branch, Georgia

Student Fieldwork - Occupational Therapy Assistant- Observed/participated in pediatric evaluation, implementing developmentally appropriate treatment with home/school carry-over. (Average caseload: 15 children)- Provided treatment to children with a wide variety of disorder areas, including, but not limited to: Autism Spectrum Disorders, Developmental Delays, Sensory Integration Disorders, ADD, ADH/D, Learning Disorders, Visual Perception/Visual Motor Difficulties, Fine and Gross Motor skills, and more- Maintained appropriate and timely documentation for all patients treated

Greater Atlanta Area

Student and Intern - Enrolled in a rigorous one-year information technology program that provided an opportunity to intern with a top level corporation.- Successfully completed seven weeks of college coursework in technology (hardware and software), business communications and professional development.Accomplishments:- Earned college 18 credits from Atlanta Metropolitan College- Earned a six-month internship at Quality Technology Services.- Earned the Year Up Technical Training Certificate once graduated from the program.

Associate Of Science - As, Computer And Information Sciences, General

Cyber Security

Associate Of Science - As, Occupational Therapist Assistant

Computer Science

Computer Science