Donado Manuel Email & Phone Number

Atlanta, Ga

• Owner of Customer Services and Internal IT• Customer Serviceso Change culture and instill understanding of world class customer serviceo Overhaul and create new support process for workload Standard support  Licensing  RMA – Return Merchandise Authorizationo Implement automation with CRM – Salesforceo Planning and designing Customer Portalo Implement internal SLA metrics and targets o Setup reporting and managed to outlined targets Once met will ask SLT for approval to advertise externally and update MSAo Revise and streamline reporting and delivered to SLT monthly, quarterly and annuallyo Support and train growing Americus customer base Trained all new Americus customers with 3-day 4-hour session Windows Powershell command line Linux CLI data search and retrieval • Internal ITo Manage relationship with external IT provider – Managed247o Support Americus staff and internal IT infrastructure in US officeo Procurement of IT infrastructureo Globalize IT infrastructure with redundancy and moving tools to the cloud.• Other Projects and Taskso Buildout Americus Support center and office Managed contractors and construction timeline with Project Team Acquired IT infrastructure and furniture for support center o Implemented Office365 and Azure servero Implemented Global phone system with 4-digit dialingo Returning Internal IT from outsourcing to being managed internally at end of contracto Bringing two isolated Asian manufacturing sites online into global IT infrastructure

Atlanta, Ga

• Worked daily via Linux CLI to process, implement and verify new orders• Owner of Service Implementation lifecycle.• Scale and manage team as necessary to match growth of Digium Cloud Services.• Develop project plan to improve and streamline undocumented process and reporting status to SLT.o Learning and documenting current processo Identifying improvementso Designing and implementing automationo Work with internal stakeholders on improvementso Beta and trial improvementso Document improved process• Manage Service Implementation Lifecycle with white glove approach.• Welcome newly acquired clients to Digium Cloud Service• Verify and process received orders• Manage LNP (Local Number Portability) with LNP team

Greater Atlanta Area

• Worked daily via Linux CLI to troubleshoot and resolve customer requests – Performance research, data search and retrieval using:o top, iostat, freeo cat, grep, awk o Navigated server cluster to locate and move archived files for reprocessing using gzip• Improve customer support efficiency by streamlining support team activities for high volume clients strategically identified either by volume or content within our client base.• Provide weekly, monthly and quarterly service reviews with assigned clients – clients discretion.• Host weekly technical calls regarding any open/closed issues since the last contact; report status of service, volume of traffic and discuss any maintenance scheduled or passed.• Demonstrate strong organizational skills while acting as a single point of contact for 20 mBlox Enterprise Clients, evaluating and prioritizing clients’ issues to minimize interruptions and maximize response times. • Responsible for pro-active monitoring of the mBlox network infrastructure• Provide support to Enterprise clients, including problem resolution, root cause analysis while working with internal and external departments to ensure adherence to strict SLAs.• Serve as Customer Advocate, presenting their issues to our organization; collaborate with different departments to push, correct, or drive the clients request and ensure they receive full value in our suite of services.

Atlanta, Georgia

• Assumed a leadership role for full time Technical Support of customers <25,000 MRC with multiple locations.• Coached and mentored Major Account Managers(8) in basic Tier 1 troubleshooting.• Second Level Escalation point for Major Account Managers and oversaw final resolution o Escalated to engineering if I could not resolve or if global/major issue• Provided support and first call resolution of reported issues, reducing MTTR to 1 hour from over 24+ hours.• Ensured optimal operations of internal IT systems and infrastructure by developing and documenting department processes and procedures.

Greater Atlanta Area

• Worked on CLI to manage and administer clients WAN gateway• Troubleshot second level issues and quickly identified global outages or tendencies trending within our network; forwarded global network issues to Resolution Center/TIII TS for triage.• Implemented processes to effectively organize daily workload and resolve all assigned issues, which led to significant improvement in the team workflow process from both Internal and External customers.• Assigned to Tier I support as a Technical Adviser to train and mentor Tier 1 Agents.• 9 of 11 Agents earned promotion within the company after 11 months of my tenure in TI.• Developed and documented process improvement for the department to improve communication and instill a team mentality, reducing case turnover.

Greater Atlanta Area

• Navigated Cisco and Linux CLI to research networking issues• Served as Front Line Agent, troubleshooting basic issues including Outlook setup/management, website support, offsite data backup and restore, voice and data issues.• Researched technical problems/issues to streamline future user requests, followed up with users and technical staff to ensure problem resolutions and customer satisfaction.• Identified, documented and escalated issues to TII for further triage and final resolution.