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.

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.

 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..

 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.