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.
• 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.
• 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.

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.
• Manage Service Implementation Lifecycle with white glove approach.
• Welcome newly acquired clients to Digium Cloud Service

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.
• 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

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.