Joey Arch Email & Phone Number

Charlotte, North Carolina Area

Charlotte, North Carolina Area

Lead development and implementation of the company's in-house support department. Develop highly effective incident tracking methodology, call flow processes, and performance tracking standards for the department. Provide coaching and leadership to a team of twenty two with a focus on maintaining a high level of customer satisfaction. Participate in the recruiting, interviewing and hiring process for new Tech Support Staff including requisition submission, new hire setup requests and any required accompanying paperwork.Key Achievements: Consistently implemented high-quality standards, processes, and procedures that will guarantee efficiency and align with department goals. Resolved and directed technical and customer satisfaction issues to ensure a quality support environment and to obtain maximum customer-based satisfaction. Improved customer satisfaction scores by creating and implementing CSAT/QA workflows. Worked to improve service levels and production with the fulfillment staff and acted as a liaison to the other departments.

Charlotte, North Carolina Area

Provided technical leadership on-site and remote for businesses ranging from 10- 1000s of employees. Served as the point of contact for clients to assist with daily operations. Installed and maintained all network equipment, desktops, tablets, servers, phones, switches, firewalls, and cabling. Performed internal system audits for security issues and routine maintenance. Participated in the installation, maintenance and performance tuning of the infrastructure which may include reviewing system logs and generating system performance reports. Key Achievements: Functioned as a technical expert in providing support for Windows XP, Vista, 7, 8, 32- and 64-bit systems as well as with Windows Server 2003, 2008, 2012 and some Linux based systems. Instituted a Risk Management strategy, to identify potential risks, and to estimate when each risk would put the company at a high level of exposure. Maintained a working knowledge of Active Directory, Exchange, IIS, Network configurations and Windows firewalls in order to perform and troubleshoot all tasks effectively. Ensured the correct installation and operation of system hardware, operating systems, and software systems, and all related procedures and policies of the company were adhered to. This includes Sonicwall firewalls, Mobotix security cameras, and systems, maintaining Office 365, hosted emails and domains, security software, Vipre, Symantec, Mcafee, and Malwarebytes. Possessed Polycom phone systems certified for VOIP phone systems.

Charlotte, North Carolina Area

Led and directed daily activities of Support Technicians while overseeing customer support, project management, training new employees of SOP guidelines and troubleshooting techniques. Served as a Tier II and Tier III level support for over 300 clients and 3000 servers and desktops via phone, live chat, email and in person. Provide ongoing departmental, technical and development support to maintain and/or enhance existing hardware, software, and processes by handling installations, upgrades, deployments, project management, the diagnosis of issue severity, problem resolution, service recovery, and service continuity.Key Achievements: Improved customer support efficiency by streamlining team support activities and standardizing responses to common questions and problems. Ensured service level agreements were met by managing technical support related operations. Identified and resolved business system problems utilizing continuous process improvement activities.