John Cothran Email & Phone Number

Huntsville, Al, Us

Madison County, Alabama, United States

Team Leadership Duties include:• Oversee team of 6 members processing an average of 2000 tickets per month.• Managing Team to meet goals for production, quality assurance, attendance, and other required metrics.• Conduct monthly one on one meetings with Team members to cover metrics and write ups.• Creating and maintaining Knowledge Base documentation in ServiceNow for troubleshooting processes and training.• Weekly quality assurance checks by listening to calls and checking service tickets for accuracy.• Escalation handling for critical issues related to mobile devices.• Training and assisting Tier 1 and Tier 2 with mobile device issuesAlso responsible for Tier 2 day to day duties:• Working with AirWatch Mobile Device Management for Android and iOS• Enrollment and configuration of personal and enterprise devices for staff of acute and senior care facilities into AirWatch MDM.• Assisting with administration and troubleshooting of e-mail, app support, and hardware for over 15,000 corporate owned and personal mobile devices secured for HIPPA compliance. • Ordering new and replacement devices through the Verizon Enterprise Center as point of contact for corporate wireless account. • Record keeping of assets in SharePoint to track device history.• Contacting Hospitals, Nursing facilities, Home Care and Hospice nurses, Office managers, Administrators and corporate personnel through direct calls, e-mail, and ServiceNow ticketing system.• Assisting with call volume to take general Desktop and Printer support calls as needed.

Huntsville, Alabama Area

Duties include:• Working with AirWatch Mobile Device Management for Samsung Androids, iPhones and various tablets. • Assisting with administration and troubleshooting of e-mail, app support, and hardware for over 11,000 corporate owned and personal mobile devices secured for HIPPA compliance. • Ordering new and replacement devices through the Verizon Enterprise Center as point of contact for corporate wireless account. • Contacting Nursing facilities, Home Care and Hospice nurses, Office managers, Administrators and corporate personnel through direct calls, e-mail, and Service Now ticketing system.• Training and assisting Tier 1 and other Tier 2 with mobile device issues.

Madison, Alabama

Inbound Call CenterTier 1 technical support for applications and systems at • Skilled Nursing Facilities• Assisted Living Facilities• Home, Health, and HospiceIncluding hardware and software support for desktops, laptops, virtual machines, printers, and mobile devices

Huntsville, Alabama Area

Inbound Call Center Tier 1 Technical Support Billing support Customer retention Sales of services and equipment

Huntsville, Alabama Area