• Manage technician’s daily shift assignments based on the needs for a 24/7 NOC while ensuring customer SLA’s and expectations are met through effective queue management.• Train and assist technicians on how to troubleshoot a variety of equipment while following proper procedures and next steps to expedite remediation of network events.• Coordinate and manage high-level escalations between the customer, engineers, and vendors to ensure issues are resolved properly and in a timely manner.• Analyze various SLA trackers to ensure contracted support is reached or exceeded.

• Responsible for monitoring and managing customer networks, datacenters, security and collaboration platforms.• Provide remote hardware/software support, documentation, support logs and other related information throughout the triage process.• Analyze and troubleshoot the logs and track the nature and resolution of problems.• Interact work directly with multiple advanced engineering groups and vendors to escalate technical issues, provide customer updates and drive incidents to resolution.

Responsible for contributing to the team’s overall goals by selling advertising solutions to companies not currently doing business with The Dallas Morning News. This includes making outbound (prospecting) calls as well as handling inbound calls from both the private party sector and the small/medium business sector. Required to meet the expectations set by the leadership team and responsible for other duties listed below. Meet and exceed acquisition, monitoring, customer satisfaction, productivity, and all sales goals. Effectively sells, services, and communicates with advertisers via telephone, email, fax, and person-to-person. Conducts CNAs (Customer Needs Analysis) over the phone to identify prospect’s marketing needs. Consistently creates and delivers proposals and initiatives to prospective clients to garner new business and to current clients to generate incremental revenue. Helps resolve sales and/or product issues with clients. Presents and sells DMNmedia marketing solutions based on the advertiser’s needs.

As a Personal Banker I engaged every customer with information and suggestions for new financial products or services and was focused on satisfying all of Wells Fargo’s customers’ financial needs.