Jeff Mabry Email and Phone Number

I support day-to-day operations of the Sears Service Contracts Marketing Center. I am what our phone representatives consider the "Manager on Duty", so anytime that assistance is needed, whether it be technical or taking over a call, I am the first one on the scene. In my role at Sears I think outside the box, and I have redefined the Call Support Representative role. Throughout my time of being the man on the floor taking over escalated calls and fixing random computer issues, I have managed to create a scheduled preventative maintenance checklist for all of our computers which consists of cleaning the desktop computers with compressed air, deleting temporary internet files and cookies, clearing system cache, and ensuring that all of the computers have the latest updates installed on them for optimal working parameters. My peers like to call me the "IT Guy"....The mission of the Call Support Representative is to be reliable, accurate and efficient in order to produce consistent knowledge and assistance in a timely manner for our customer through our Telephone Sales Representatives. - Call center manager on duty. - Provides supervisor override codes. - Checks availability of phone agents for ready status. - Reports and fixes system program errors. - Attends to escalated calls. - Provides real-time assistance to Center Resource Coordinators. - Monitors call queue for allowance of coaching opportunities. - Inputs time into eWorkforce Management. - Ensures that phone associates take their breaks according to schedule. - Provides management data entry for complex consumer files. - Ensures PCI compliance throughout the entire call center. - Provides one-on-one feedback and peer-to-peer coaching. - Ensures that all computers are current and up-to-date with hotfixes. - Reports major computer and system issues to Operations.

I ensure that all online portions of EA games are easily accessible and that Microsoft and Sony Standards are met. I have compiled and run checklists for connectivity through 122 different connection types, making sure that each could successfully connected and play as the host or client. I perform cross-country tests with EA Canada and EA Europe to ensure that the latency of the system is in tact. I also manage to utilize the connectivity testing in cross-country testing as well. I have worked on quite a few titles while with EA. They consist of: Madden 08, Madden 09, Tiger Woods 08, Tiger Woods 09, NFL Tour 08, NASCAR 09, Mercenaries 2, and Lord of the Rings: Conquest. - Online Tester of the Season for NFL Tour 08 and Madden 09. - Ensures that all portions of online gaming can be accessed easily and error free. - Ensures that all variations of host-to-client connectivity maintain integrity. - Ensures the proper operating condition of VoIP. - Compiles and completes checklist tasks to ensure that all Microsoft and Sony standards are met. - Performs the regression of bug reports for reproduction to ensure fixes. - Guides newer testers for area of ownership. - Maintains database to ensure there are no redundant or duplicate bug inputs. - Possesses a keen eye with attention to detail. - Meets or exceeds deadlines set forth by the project lead.

-Specialized in Hospital Remodeling. (St. Vincent's Hospital / Arkansas Childrens Hospital)-Construction of CathLab, MRI, X-Ray, Infant ICU, and multiple patient rooms.-Specialized in Revealed Ceilings.-Specialized in Laminate Cabinetry.-Operation of Backhoe, Trackhoe, Gradeall, Scissor Lifts, and Genie.-Hilti Certified-Forklift Certified.-Parker Lexus-Arvest Bank-Tyson -Southwestern Bell-TCBY-Alltel Arena-Almatis-Axiom

-Clears and resets ESN and Capcode for Cellular and Paging devices.-Washes previously used phone numbers and prepares them for new cellular lines.-Inputs and activates Cellular and Paging devices for Retail Sales agents.-Receives a high volume of inbound calls from Retail Sales agents.-Performs audits of input devices to ensure they are on the proper plan with the proper features.