Jacques Raphael Email & Phone Number

Atlanta, Ga, Us

Alpharetta, Georgia, United States

• Provided direct white glove support for clients’ service management to include Incident management, Triage, Trouble Ticket handling, coordinating planned/unplanned scheduled maintenance communications. • Provided technical and/or analytical support to solve a wide range of difficult issues or problems using standard or customized protocol analyzers to ensure post-sales lifecycle relationships.• Monitored private network performance for international and domestic customers, OnSite LTE equipment (i.e., RAN, core, router, and backhaul) for alarms. When alarms are detected, they are validated and correlated and if actionable, tickets are created and worked.• Monitored and recorded progress for all activities until the full resolution of the issue(s). Including coordinating best effort resolution with internal organizations, vendors, and clients to ensure the SLAs are being met.• Provided problem management support by driving Root Case Analysis to detect root causes and mitigate against future events.• Worked with multiple internal and external stakeholders on projects/activities concurrently: Monitoring project progress, anticipating and reducing risk, and influencing business partners to meet delivery milestones.• Crafted recommendations that aid in the successful completion of projects within a product or functional area.• Developed, maintained, and improved the service experience for customers, employees, partners and always represent those interests.• Developed custom reporting to monitor KPIs and implemented action plans.• Scheduled and installed relevant software prior to the implementation of such software, verify successful installation prior to completing the maintenance activity. And ensure approved device manufacturer software and firmware are up to date.

Alpharetta, Georgia, United States

Managed a multi-million-dollar enterprise account portfolio, delivering support across voice, mobile broadband, and IoT technologies.Executed strategic initiatives to drive revenue growth, minimize churn, and enhance customer loyalty through data-driven insights and real-time solutions.Regularly tracked project performance using key performance indicators (KPIs) and strategic metrics, ensuring timely and auditable outcomes.Applied data mining and analytics to create decision-making tools and reports, which were shared with C-level executives during monthly audits.Utilized SQL to extract and transform data from various sources, organizing it into Excel spreadsheets with Pivot Tables, VLOOKUP, and other functions to present insights to stakeholders.Delivered daily, weekly, monthly, and annual reports, along with ad-hoc analyses, to both internal and external stakeholders, responding to specific business needs.Provided technical support, training, and account maintenance, ensuring optimal health for customer accounts.Developed and distributed comprehensive online training materials, conducting both live and virtual sessions for customers on self-service tools.Collaborated closely with sales teams and vendors to identify new business opportunities and enhance account management.Spearheaded successful deployments and account consolidation initiatives, driving operational efficiency.Offered online support for Personal, Business, National, State, and Local Government accounts, recommending products and services tailored to customer needs.Proficient in Microsoft Office (Word, Excel, PowerPoint), G-Suite, Salesforce, WFM, Business Intelligence, and MySQL, utilizing these tools to optimize business processes and reporting.

Alpharetta, Ga

• Provided online and phone support to internal and external customers through account servicing and maintenance for Personal, Business, National, State, and Local Government Accounts via inbound call center.• Provided efficient customer support for enterprise-size accounts via an inbound call center.• Demonstrated strong communication and negotiation skills to recommend solutions to meet customer needs.• Maintained in-depth knowledge of product offerings and network capabilities.• Collaborated on increased company revenue and was recognized as Employee of the Month.• Evaluated and documented customer issues and trends, that will enable implementing proactive system management.• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.

Greater Atlanta Area

• Provided software and hardware support for laptop and desktop PC on Microsoft Operating systems.• Factory reset and installation of Microsoft operating system.• Gather customer’s information and determine the issue by evaluating and analyzing the symptoms• Diagnose and resolve technical hardware and software issues involving internet connectivity, email clients, hardware malfunction, operating systems, etc.• Research required information using available resource• Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.• Perform hands-on fixes at the desktop level, including installing and upgrading software, implementing file backups, and configuring systems and applications.

Atlanta, Ga

• Acted as liaison between the Department of Labor's Bureau of Labor Statistics (BLS) front office and the Atlanta Data Collection Center (DCC)/CES, ensuring the material needs of the CES office were met with minimal supervision.• Supported BLS and ORI management by ordering and distributing supplies, managing product inventory, and performing minor equipment maintenance (copiers, faxes, printers).• Collaborated with the Leadership Team to update the CES Training Manual, sort incoming mail, and handle procedural tasks.• Provided administrative support to BLS management and ORI Leadership, assisting staff with software challenges, computer troubleshooting, and data collection questions.• Led in-depth training sessions and mentoring for new hires, leveraging expertise in Windows and Microsoft Office (including PowerPoint) to create and deliver training materials.• Promoted company culture and values while ensuring quality and accuracy in interactions with respondents.• Conducted interviews to gather specified information from companies, resolving inconsistencies through appropriate questioning and explanation.• Compiled, coded, and analyzed confidential data from interviews, ensuring completeness and accuracy in a high-volume call center environment.• Researched and contacted individuals using various sourcing methods, assisting respondents in completing BLS 790 questionnaires.• Performed outbound calls to enroll companies in government programs and collected monthly data, reviewing the information for accuracy and conducting editing and reasonableness testing according to DCC standards.• Responded to incoming calls and emails from respondents, providing prompt, courteous service and conducting edit reconciliations of self-reported data.• Created the CES Metric Dashboard, earning company recognition for this contribution.

Operation Enduring Freedom - Afghanistan 2009 - 2010Lead and supervised a light weapons team in offensive and defensive ground combat missions. Conducted multiple missions as a designated marksman. Proficient in individual weapons, machine guns, and anti-armor weapons. Licensed on five tactical and up-armored military vehicles, Combat Life Saver qualified, and trained on multiple radio-communication systems.

Jamaica, Ny

Provides direct administrative support by preparing or directing the preparation of correspondence, agendas, and materials including administrative and public reports for reproduction and distribution; maintains calendars, schedules and plans events and meetings

Bachelor Of Science - Bs, Information Technology, 3.7

Magna Cum Laude

High School Diploma, Business/Commerce, General

Activities and Societies: Virtual Enterprise Varsity BasketballConcentration in Business.