John Foldi Email & Phone Number

*Provide the highest level of customer service for user, pc and application related issues providing both in-person and remote support over the phone.*Dedicated follow-up and escalation to level 2 to learn and drive a problem to its solution.*Strong troubleshooting and analytical skills at both the hardware and software level with the ability to research and problem solve using the web, technical documents, industry peers and support portals.*Provide and troubleshoot PC hardware builds and upgrades of all components (CPU/RAM/Motherboard, Video Cards and other peripherals).*Ability to document installation processes, problem resolutions and training materials for users and technicians.*Prepare reports for management by collecting, analyzing, and summarizing data for issues, inventory and new projects.(Installation and troubleshooting of the full Microsoft Office suites*Skilled in the use of AV/Malware prevention, detection and removal using a variety of tools.*Ability to work with and customize the windows registry for problem resolution, security lockdown and document redirection.*Troubleshooting IP and network connectivity issues using command-line tools such as: Ping, Tracert, ipconfig (/release & /renew).*Printer management and troubleshooting at the hardware and software level.

Greater New York City Area

*Managed and evaluated a team of four staff developing product images and copy by reviewing daily work reports for consistent output and project prioritization.*Designed electronics and housewares product merchandising for an e-commerce site that generated millions of dollars in annual revenue and 1M monthly visits.*Created page tiles that promoted products and categories, cross-merchandised related categories and managed the site search functions.*Reviewed and optimized existing categories and site navigation by adjusting categories, creating new refinements and replacing outdated or irrelevant navigation links.*Analyzed sales data, click-through rates, page visits, search keywords, and other metrics through internal reporting and Adobe Omniture in order to monitor consumer engagement and maximize product/promotion visibility.*Proofread and corrected promotional copy, presentation, and creative elements, and recommended terminology improvements and clarification in collaboration with Designers and Sales Analysts.*Created and organized website appearance, timing, and linkage rules for up to 100 promotional images and components per week. *Using search data, kept executive staff and company buyers appraised of new, or previously unknown, products and categories.*Troubleshot and resolved failed product submissions to online retailers, such as Amazon, by researching error codes, editing internal data, and preparing re-submissions in coordination with Copywriters, Developers, and 3rd-Party Representatives.*Ensured messaging was compliant with specific promotion goals in coordination with Designers, Analysts, and Promotional Managers.

Greater New York City Area

*Managed and assigned project tasks to seven Copywriters based on areas of expertise and priority level in support of the Web Content Manager.*Determined the most important features of each product to highlight and the most noticeable ways to highlight them based on product knowledge, research of similar products and press coverage.*Developed new categories and refinements based on advertising trends, competitor research, and advancements in consumer electronics while optimizing the existing site category structure in collaboration with the Web Content Manager and Executive Vice President.*Designed and maintained the site manufacturer mail-in rebates system in collaboration with Web Developers.*Designed the product variation feature of the website in collaboration with a senior Web Developer.*Developed and wrote comprehensive product copy for e-commerce product pages and e-mail marketing campaigns.*Coordinated website content updates by proofreading, fact checking, and editing site content to ensure the accuracy and timeliness of materials and assets.*Earned a promotion from Copywriter to Assistant Web Content Manager, May 2000.