Jeff C. Email & Phone Number

San Francisco, California, United States

-Trained and worked with the SharePoint team to assist with resolving issues and migration projects-Provide first level support for all technology at the bank, handling incidents and service requests with a high FCR rate of 80% or above-Triage incidents, escalations, major incidents from Level 1 colleagues and collaborated with the appropriate teams to provide a resolution for internal clients-Create KB articles and regularly updated them to ensure they stayed relevant and accurate-Training of Level 1 Service Desk colleagues

San Francisco, California, United States

-Imaging and configuring Windows 7, 10 and MAC OS X Workstations-Support users by solving 50+ tickets on a weekly basis related to software/hardware troubleshooting-Installing and troubleshooting of Office 2007- 365 and various applications, contacting vendors for replacement parts-Refreshing computer hardware in a timely manner ensuring user productivity-Ensuring all company assets meet encryption compliance and virus threats-Mobile Device Management - Deploying, Wiping, and Accounting for Inventory for over 1000+ users-Collaborate with Windows Engineers to identify, diagnose and assist with resolving OS or software issues

Redwood City, Ca

- Managed a support team approximately of 30 agents consisting of internal agents and two outsourced call centers.- Managed a team of 15 chat agents that are located around the world for 24 hour support.- Implementation and data migration to RightNow, Zendesk & Salesforce Knowledge Base, Forum and Chat interface.- Coordinated meetings between Customer Service, Engineering and QA regarding product bugs to ensure efficient resolution of issues.- Instituted a successful employee hiring, training and motivation programs that maintained a high retention rate.- Reviewed customer surveys to adapt processes and procedures that developed an above average industry standard Customer Satisfaction rating. -Assisted Sales team with training sessions for new and potential customers.

Burlingame, Ca

- Processed residential loan applications from initial application to closing.- Research different lenders and loan programs to fit the client’s needs.- Follow-up with multiple clients to complete outstanding conditions necessary to close as scheduled.- Train new agents on the policies and procedures that pertain to the loan process.- Oversaw day to day operations.

Burlingame, Ca

- Coordinate real estate transactions from open to close of escrow.- Scheduling of any inspections that are or requested or required for our client.- Communicate with cooperating agent to ensure duties are performed necessary for scheduled closing.- Responsible for dispersing marketing materials relating to all listings the agent has acquired.- Train new agents on the policies and procedures that pertain to real estate transactions.

San Francisco, Ca

- Provide technical support resolutions for internal clients relating to computer hardware and software issues.- Installation of hardware and software upgrades for internal clients.- Collaborate with second level Analysts to improve service and client satisfaction.- Coordinate and conduct software training courses for new and existing clients.- Responsible for inventory, testing and deployment of all laptops in the company.

Vallejo, Ca

- Provide customer service with product information in store and over the phone.- Responsible for stocking and inventory of electronic equipment and jewelry.- Assisted with cashiering and fork lift duties when requested.- Responsible for opening and closing operations.