Johnathan A. Email & Phone Number

Oregon, United States

- Coordinate ticket response times within defined SLA windows- Investigate customer challenges and provide technical recommendations and best practice solutions- Document and distribute solution parameters to both internal and external resources- Effectively communicate with both internal and external customers regarding lifecycle of tickets and adjacent subject matter- Strategize with interdepartmental teams for project management and process flow- Serve as immediate support peer for other team members- Ensure that communication and customer experience meet high standards of experience and usability- Consider customer requirements in relation to a scalable and consistent Pacific Office experience

Lake Oswego, Oregon

- Managed day-to-day operations for a team of nine QA specialists- Ensured team processes and procedures were understood and adopted to deliver appropriately, identified and implemented enhancements, and adjusted team and processes as needed- Monitored metrics specific to team and department performance- Engaged with cross-functional teams to improve processes- Served as the escalation point for work expedites and QA errors- Understood and evaluated the impact of new and existing product changes- Contributed to supporting employee learning and development- Developed methodologies and procedures used in the testing, analysis, and investigation of applications/systems, as well as graphical, web, multimedia, voice response, and user interface. - Ensured products met high standards of usability and design - Considered customer requirements while emphasizing human error control, visual interaction, and physical manipulation- Evaluated automation technologies

 Manufacture computers using individual components, configure BIOS, install OS and desired software. Set-up and maintain/troubleshoot hardware, software, networking, and peripheral components. Design networking infrastructure and provide maintenance to both on site and remote clients. Create and manage SQL databases and read/write consoles within PHP. Provide knowledge and expertise in creating a business model, recipes, and menus. POS set up, installation, and networking. Wire office buildings with Ethernet cabling for various workstation drop points. Install and maintain network based security systems and firewalls with both internal and external viewing and monitoring capabilities. Create, design, maintain, and host business and personal client websites. Created and manage ticketing system for client requests and support issues. Provide various services including: VoIP, Cloud Storage (with share-able hosting), XMPP Messaging, Digital Content Management, and Virtual Servers (Multiple OS Options) Manage up to 225 TB with capability for expansion.o 8 servers, 50 virtual machines. Install and support automotive electronics including sound systems and hands-free systems.

 Communicated with clients over the phone to help create personalized websites. Served as a lead resource for the team, enabling all agents to be successful in their positions. Worked closely with the web department to create specialized websites as need arose to create exceptional results for our clients.

 Troubleshoot various technical issues that customers have with setup and use of their cellular devices. Develop applications across a wide variety of platforms. Create various software fixes to existing applications and overcome limitations with cellular devices, allowing them to be used across cellphone networks.

 Communicated with clients over the phone to help create personalized websites. Served as a lead resource for the team, enabling all agents to be successful in their positions. Worked closely with the web department to create specialized websites as need arose to create exceptional results for our clients.

 Answered incoming calls and emails from small business clients in regards to their online marketing, hosting, and web site creation. Verified account accuracy and compliance with current business practices and client’s needs. Assisted in the design, and implementation of various web site content and functionality.

 Provided technical support for gaming consoles and desktop computers via telephone communication to customers for multinational corporations while leading team statistics in customer satisfaction surveys, and other key performance indicators. Provided e-mail and chat support for online multiplayer games developed and hosted by the largest media and entertainment conglomerate in the world. Acted as a consultant to the client for policy and process developments, updates and implementation.  Acted as a lead resource on the floor for agents. Developed web applications and scripts which aided the team as a whole in day to day job functions. Analyzed crash logs for Python based applications and addressed graphical issues in regards to driver support.