Jack Porter Email and Phone Number

Provide exceptional customer service, information technology (IT), and program management support by responding to customer inquiries related to general model and program policy, software and other technical issues, and program operations.· Answering calls, emails and chat inquiries from users seeking help with IT related issues.· Identifying and categorizing issues based on user descriptions and system alerts.· Troubleshooting common problems related to software applications, hardware, and network connectivity.· Identify, diagnose, and troubleshoot basic technical issues and resolve problems in response to customer reported incidents, researching, and maintaining tracking and resolution databases.· Use skill in oral and written communication to handle customer inquiries via various channels including phone, email, and live chat. Analyze computer software / hardware problems and determine appropriate action to resolve operating problems.· Responding to inquiries regarding general model and program policy, IT issues, technical questions, and program operations.· Provide a high level of customer service to internal stakeholders, maintaining open and continuous communication.· Utilize approved scripts, FAQs, User Guides, and other public-facing documentation to provide consistent, accurate, and timely information. Ensure that all responses adhere strictly to and align with approved Knowledge Base Articles and other authorized resources.· Stay updated with the latest information and updates in the Knowledge Base Articles and other approved resources.· Skilled in using knowledge of computer processes and capabilities and familiarity with hardware / software programs to support end users.

• Document incidents and processes as directed and ensure that all tickets requiring follow up work and/or calls receive appropriate attention.• Maintain, analyze, and troubleshoot software and computer peripherals.• Reduce the number of open incidents by 53% at the same time there was an increase of tickets by 23%.• Maintain a 96% positive customer satisfaction rating increasing the first call resolution percentage by 50% during the same period.• Test, image and clean PC’s, laptop, monitors, printers, and other related hardware devices.• Review, process and close out tickets within a reasonable time frame.• Support and maintain user account information including rights, security, and systems groups.• Maintain, install, erase and Image hundreds of corporate hardware devices within a reasonable timeframe.

Responsible for the full life cycle recruiting of various HR, Administrative, Healthcare and Customer Service positions• Including but not limited to; Technical/IT Recruiters and Technical Support Specialists, Amazon AWS Technical Recruiters, Facility and Property Managers, HR Assistants, HR Generalists, Account and Sales Managers, Project Coordinators, Staffing and Processing Specialists, Data Entry Specialists, Paralegals, Health Care Insurance Specialists, Health Care Administrators, Supply Chain Analysts and Specialists and more• Consistently averaged 5 submittals per week along with an average of 1-2 starts per week in a fast-paced speed to market industry• Developed recruiting strategies to identify qualified candidates• Utilized ATS to source, locate, and organize candidate profiles as well as edit/revise candidate resumes• Determined and understood customers staffing requirements• Evaluated candidates’ strengths compared with the customers’ requirements• Identified, interviewed, selected, and recommended the best candidates for the client requirement• Negotiated wage rates and other terms of employment with candidates• Negotiated with Hiring Managers for the compensation packages for potential candidates• Maintain industry contacts to gain knowledge and obtain sales leads• Managed and supervised current contracts, contract-to-hire and direct placement employees• Responsible for the training and development of new recruiters who join Aston Carter

• Managed a portfolio of more than 400 client accounts, to include major corporations such as Bank of America, Wells Fargo & Company, The Allstate Corporation, Huntington Bancshares Incorporated and more • Devised Paychex’s small business engagement strategy for promoting key financial products directed at certified public accountants (CPAs) and banking institutions located in Annapolis, MD. Accomplished a 65% adoption rate of Paychex products. • Served as the contractual intermediary to assist small business companies in developing/revising customer requirements. • Exceeded performance expectations and monthly sales quotas based on internal metrics dashboard. • Led high-level product demonstrations to new business clients and referral partners. • Created company referral system to manage relationships between Paychex and the financial community in Annapolis, MD, inclusive of CPAs, bankers, and insurance agents.

PROFESSIONAL DEFENSIVE BACKLEADERSHIP AND TEAM DEVELOPMENT: Competed as a professional athlete for the Indianapolis Colts, Green Bay Packers, and Baltimore Ravens. Participated as a strong team player and worked with the team to accomplish team goals. Communicated with team by keeping them informed of any issues in order to accomplish goals. Implemented operational decisions and solutions regarding work methodologies, development, implementation, management, and performance in support of programmatic responsibilities.COMMUNITY OUTREACH AND SPECIAL PROJECTS: Attended and helped to organize multiple events such as Crucial Catch, Youth and High School Football programs, and participated in NFLPA conferences to learn more about the game and establish ways to make the organization safer for all professional athletes within the NFL. Worked with military nonprofits such as the Wounded Warrior Project, The Pat Tillman Foundation, Tragedy Assistance Program for Survivors (T.A.P.S.), and the NFL Green Program which aims to keep hazardous materials out of community landfills. Authored speeches, talking points, and proofread and made editorial decisions about content.USED INTERPERSONAL SKILLS TO COLLABORATE WITH OTHERS, working and communicating in different capacities with a variety of staff. Effectively communicated with a diverse group of athletes, coaches, organization officials and media. Educated, advised, negotiated, and collaborated with stakeholders to build support for ideas and initiatives.