James D. Email & Phone Number

Quincy, Massachusetts

Quincy, Massachusetts

-Drove resolution of high level escalations for clients including but not limited to Sprint Nextel Corp and Godiva chocolatier reducing repairs by 45%.-Executed daily quality assurance and audit checks for average of 15 calls and 20 trouble tickets -Resolved remote issues on bi-weekly conference calls from business clients and field technicians -Conducted weekly one-on-ones and quarterly evaluation reports for a team of 11 representatives.-Focused on customer customer kick-off calls for new and specialized accounts which entailed answering routine questions regarding service installation, product features, outages, SLAs and component-level issues

Quincy, Massachusetts

-Maintained escalation queue (20+ tickets), which involved working on chronic issues with director and VP visibility, while on-call 24/7.-Generated plans for department improvement, along with daily reporting of escalations and outages to upper management.-Delivered expert knowledge of escalation procedure, data repair products and equipment configuration -Represented Data Repair in interdepartmental meetings weekly.

Quincy, Massachusetts

-Generated technical walkthroughs for third-party equipment configurations and department procedures-Volunteered on-call for escalated issues during after-hours and weekends-Adapted and modified standard techniques, procedures and criteria to solve complex problems.-Reviewed technical manuals and attended new product training to stay abreast of new products quarterly-Identified and resolved service improvement opportunities within the department

Quincy, Massachusetts

-Solved issues remotely on problem calls from customers while meeting personal goals by 87%-Executed customer requests including technical and non-technical inquiries daily-Educated and mentored new employees on all data repair procedures and responsibilities

Greater Boston Area

-Performed maintenance and emergency repairs on desktops and all computer related technology-Provided support for classroom technology such as projector issues and pc troubleshooting-Resolved all network printer problems (paper jams, connectivity, toner changes, paper restock, etc.)-Provided phone & email support to the College community-Monitored Technology Center for technical issues, as well as visitor obedience with policies/procedures-Rendered technical support for the software and services that are available to all users within the college-Utilized ticketing systems Parature and Embanet