Gregory Conner Email & Phone Number

Prentice, WI, US

Madison, Wisconsin Area

Madison, Wisconsin

· Built and stood up the Cable Customer Repair team · Hired 2 supervisors and 48 advisors to onboard calls from momentum· Created Cable Senior team to support the cable repair team· Developed, maintained, monitored and enhanced all processes and procedures for the Cable Repair team to ensure efficiency, data integrity and effectiveness.· Worked with Field.

• Provided leadership and coaching including performance management, recognition and training to direct reports
• Monitored service levels, staffing levels, call volume and overall quality to achieve target service level
• Used the Management Operating System (MOS)
• Assisted in career planning and development for direct reports
• Ensured compliance to organizational policies and departmental procedures
• Supervised up to 17 direct reports

Madison, Wisconsin Area

• Handle advisor support calls and chats – assist advisors on process and procedures for troubleshooting customer issues.
• Take over ownership of level 1 trouble tickets that cannot be resolved.
• Provide customers with ticket status updates, and completes customer callbacks when the trouble has been resolved.
• Act as an escalation path from front line advisors and sales team. Assume the call from the advisor and follow the trouble through to resolution.
• Remotely tests lines… Show more
• Remotely tests lines, trunks, and other facilities

Madison, Wisconsin Area

• Troubleshoot Business class T1 and VOIP data and voice troubles
• Provide cradle to grave support for large business customers
• Provide superior customer service
• Maintain continuity between business customers and myself
• Achieve service level requirements for problem resolution
• Created and implemented process and procedures for team

Madison, Wisconsin Area

• Provided leadership and coaching including performance management, recognition and training to direct reports
• Monitored service levels, staffing levels, call volume and overall quality to achieve target service level
• Used the Management Operating System (MOS)
• Assisted in career planning and development for direct reports
• Ensured compliance to organizational policies and departmental procedures
• Supervised up to 17 direct reports

Madison, Wisconsin Area

• Use remote computer access software such as Log Me In Rescue to remotely control multiple computers
• Troubleshoot viruses, malware, and spyware from computers
• Provide computer optimizations and recommendations for hardware upgrades
• Utilize sales techniques to ensure customers are matched up with relevant products
• Install and troubleshoot peripheral devices
• Configure and troubleshoot wireless routers and home networks

Madison, Wisconsin Area

• Troubleshoot Residential and Business DSL, Static & Dynamic IP addresses, Dial-up, T1, TDS TV, Fixed Wireless, and Managed IP Data and Voice Troubles
• Educate customers on technical issues in order to reduce repeat customer calls
• Achieve service level requirements for problem resolution
• Research, resolve, record, and respond to customer-initiated requests for assistance
• Troubleshoot Windows, and Apple operating systems for issues related to internet… Show more
• Troubleshoot Windows, and Apple operating systems for issues related to internet connections

De Forest WI

• Manage office of 15 employees software, hardware, and business systems needs
• Troubleshoot all levels of voice and data issues
• Troubleshoot issues via phone, onsite, remotely and through email
• Work with a wide range of products including Microsoft office, Windows (all), and Microsoft Small Business Server.
• Provide training for Internet, Phones, and Computers
• Create training documentation for new applications and hardware

Madison, Wisconsin Area

• Document and route employee support issues
• Troubleshoot and resolve all first level issues
• Create trouble tickets for employee trouble issues
• Troubleshoot issues via phone, and email
• Help and educate citizens with the state websites
• Troubleshoot basic windows and password issues

Madison, Wisconsin Area

• Provide first contact resolution for customer e-mail, browsing, and Dial-Up,DSL connectivity issues
• Assist customers with configurations and settings related to Personal Web Space via FTP
• Educate customers on technical issues in order to reduce repeat customer calls
• Achieve service level requirements for problem resolution
• Provide account management activities per customer requests
• Respond to customer e-mail inquiries

Mid-Level Management Certification, Organizational Leadership

The purpose of the certificate is to give new, existing and potential managers deeper knowledge and effective skills to lead themselves.

Foundations Of Leadership

ADEPT Leadership® training programs build leadership habits incrementally over time through an immersive structured process that addresses.

Fiber Optics 1-2-3, Communications Technologies/Technicians And Support Services

This instructor-led course provides a fundamental understanding of fiber optics and the practical hands-on skills training required to.

Support Center Manager, Support Center Manager

This certification verifies that the support center manager possesses the knowledge of best and common practices necessary to successfully.

It-Help Desk Support Specialist, Information Technology

The Help Desk Support Specialist program prepares students to interact with PC users providing first-line technical support resolving.

Microsoft Office Certification

Education record