David Wald Email & Phone Number

North Las Vegas, Nv, Us

Las Vegas, Nevada Area

Primary Responsibilities: • Training Technical Service/Product knowledge in classroom, seminar & webinar environments • Support a student base of 1800 students • Track student scores/activity in an online LMS • Running product certification classes • Building IDPs (Instructional Design Plans) • Designing online training modules & quizzes through Articulate • Building PowerPoint training decks and writing training books, labs, exercises and tests • Fostering communications w/ executive/mgt staff • Taking complicated technology concepts and simplifying them to meet the needs of sales, support & provisioning channels.Previously Held Positions (Promotion Timeline): • Customer-Facing Technical Support Tech I • Customer-Facing Technical Support Tech II • Solarwinds Proactive Support Tech II • Premier (VIP) Accounts Technical Support Agent II • NOC Data Technician II • Learning Consultant IIIPrimary Responsibilities of Previous Positions Included: • Troubleshooting & Repair of Data, MPLS, POTS, VoIP, and Web services • Transport troubleshooting on POTs, DSL, T1, T3 & EoX circuits • Customer Equipment Maintenance on Cisco and Adtran devices • Phone & Email communications • Telecommunication troubleshooting and repair via BroadSoft, 5ESS, DMS and LCS switches • Concierge level technical support for VIP customers billing up to $750,000 a month • Monitoring and managing Cisco/Juniper/AdTran & other network devices proactively via NetCool • Verifying functionality of new and current devices implementations in the network • Directing fixes on network elements between all departments and vendors involved • Building support and communication tools (via HTML5, PHP, and SQL) to strengthen the company's support team and company tools • Providing upper-level support to customer-facing support techs

Las Vegas, Nevada Area

Primary Responsibilities:• Managed and motivated a team of 17 employees• Reviewed employee stats to determine strengths to commend and weaknesses to coach on• Performed call quality scoring and reviewing with my agents• Handled management escalations• Assisted team members with difficult technical issues• Trained and coached employees on new process, procedures, and servicesPreviously Held Positions:• DSL Technical Support Agent (Tier 1 Technician)• DSL Technical Support Service Lead (Tier 1 Service Lead)• DSL Technical Trainer and Tool Developer (Tier 1 Trainer)Primary Responsibilities of Previous Positions Included:• Customer Ticketing• Agent point of contact for assistance• Troubleshooting and Repair of DSL and Web services• Trained classes in multiple new call centers (Little Rock AR, Reno NV, Las Vegas NV) • Developed multiple processes and web tools to make job functions more efficient• I was in the first ever class in the Las Vegas center• I scored highest in class for the training final exam and was picked to take the centers first ever call

Primary Responsibilities:• Managed and motivated a team of employees in an outbound call center environment• Reviewed employee stats to determine strengths to commend and weaknesses to coach on• Continued to build and maintain the company website and all marketing/product designs• Was awarded best ad design of 2007 by Chiropractic EconomicsPreviously Held Positions:• Corporate Web/Graphic Designer• Product ManagerPrimary Responsibilities of Previous Positions Included:• Coordinated shipping of products for online sales• Built and maintained the company website and all marketing/product designs• Was awarded best ad design of 2007 by Chiropractic Economics• Agent point of contact for assistance• Developed multiple processes and web tools to make job functions more efficient

Tampa/St. Petersburg, Florida Area

Achievements:• Assisted management with software implementation.• Learned about and how to fix many electronics.Primary Responsibilities:At Philips & Magnavox, I was responsible with providing advanced instructions and technical resolutions via phone support. Products included televisions (LCD, CRT, DLP and Plasma), DVD players, DVR boxes, high end (Pronto) remotes, stereos, MP3 players, portable DVD players, and more. It was also our job to troubleshoot and beta test new televisions.

Tampa/St. Petersburg, Florida Area

Achievements:• I learned everything about mobile devices and networks inside-out. (Service Side and Equipment Side)• I beta tested some of the most widely used Nokia devices ever made to include the Nokia N-Gage, 3600 Series, and 9100 Series.• I was promoted 6 times based on my skills and ability to learn quickly.Primary Responsibilities:At Nokia, I started out as a basic customer support rep answering simple questions about how to use a cell phone. I was promoted to TTY (Teletype) agent, where I communicated with the hearing impaired, with regards to the TTY mobile keyboard. After a few months, I was asked to test for email support. I passed the grammar and punctuation test and was trained on corporate writing. Shortly after, I applied to Tier 2 technical support. I was tested on technical ability and troubleshooting skills and passed with flying colors. In this position, I answered more technical questions and dealt with fixing complicated issues. I then was asked to fill a position on the Tier II email team (a team of 6) and gladly accepted. In this position I answered complicated mobile questions in corporate letter format and also beta tested new model phones. Some of which were for foreign release.Previously Held Positions:• Customer Service Representative • TTY Operator• Online E-mail Support Agent• Tier II Technical Support Agent• Tier 2 Online Email Support Agent• Beta Tester

Tampa/St. Petersburg, Florida Area

Primary Responsibilities:At AOL, I was responsible with providing advanced instructions and technical resolutions via phone support for AOL internet services and connectivity.