Rich Holder Email & Phone Number

Atlanta, Georgia, United States

Support & Enablement:Receives incident from escalation of L3 or receives incident from application& infrastructure teams directly; troubleshoots technical issues via phone, tickets and remote support (desk-side as needed)Actively listens to and builds rapport with end users to elicit problem details, applying advanced conflict resolution skills frequently to resolve escalated customer issuesDelivery & Execution:Provides after hours, overnight, and weekend on-call supportDocuments, reviews and ensures that all quality and change control standards are metProvides advanced support for VP level and aboveHas administrative rights; can make changes to systems hardware and softwareCollaborates with engineering teams to determine root cause of issue and resolution, provide technical expertise, and assist in resolving high level technical issues; engages in IT projects as needed at a SME level; engages other teams to fix at root cause level when appropriateEnsures stability, viability and maintenance of the 24-7 mission critical production environmentPlans, documents, and executes technical changes as neededLearns and updates inventory system for new orders in area of responsibilityApplies diagnostic utilities to aid in troubleshootingAccesses software updates, drivers, and knowledge bases to aid in problem resolutionEngages vendors as needed to resolve or proactively remediate issues; maintains and nurtures relationships with software vendorProvides assistance to address facility-related issues with network equipment, HVAC interference, etc. at remote locationsAssesses and drives quality within the teamInteracts and builds relationships with site leadershipAdministration & Operations:Creates and monitors reports on call volume, quality, etc. and makes decisions accordinglyDocuments all pertinent end user identification information including nature of problemEvaluates documented resolutions and analyzes trends to prevent future problems

Atlanta Metropolitan Area

 Operate as a sales and customer support expert that help build, manage and facilitate an active and diverse community of local Service Professionals across many trades. Educate consumers and trade professionals about the value of using and partnering with THD/Pro Referral.  Promoted to Team Lead (Providing Floor Coverage and Support for 13 agents) Educated and coached team of 6 new hires Created and managed several data colleting processes; provided monthly data analysis used to increase services offered and apply credits to Professionals

Verizon Stores In Metro Atlanta, Georgia

* Ranked 9th in South East Region for the Sales of Devices and New Lines of Service* Help startup and run a program that held Device Training Classes for customers and fellow employees* Provided one stop resolution for Customer-Facing technical support.

Kennesaw, Ga

 Assisted with manager coverage of two teams and covered team when manager was unavailable and Lead team huddles and Mentoring of several new hires - Helping drive sales performance Analyze reports on team performance to improve overall achievement and  Serviced/maintained/solicited credit card accounts and loan products Consistently exceeded the department’s standards of the team’s average sales per hour Accurately obtained and recorded all information from the prospective customer to complete a credit card application, and consistently maintained a perfect application quality rating

Duluth, Georgia