Jonathan Aviles Email & Phone Number

Dallas, Texas, United States

· Reviews complex issues (e.g., multiple components of a product) and contacts customers to understand issue. Ensures customers stay informed as to the status/solution of their issue. Utilizes troubleshooting tools (e.g., event logs, performance traces) to help resolve customer issues. Acts as an advisor to the customer and handles complex, repeatable, or escalated cases that may become politically charged. Provides best practices and education to ensure customer understands the problem in order to proactively resolve potential issues in the future.· Performs complex product troubleshooting and remediation when needed. Works alongside the development teams to drive incident resolution for configuration, code, or other service deficiencies impacting customers. Analyzes patterns of problems and identifies workflows to optimize support engineering delivery for a team or region level. Collaborates on cross-team and cross-product technical issues by working with resources from other groups including support engineering groups, product groups, services team, and account team as needed to resolve complex customer issues.. Mentors Technical Support Engineers or members from other teams outside of Customer Service and Support (CSS). Develops expert level competence on support topics.· Provides feedback to more senior engineers or serviceability team on functionality of products based on engagements with customers. Provides feedback to the product group for product improvement. Leverages overall product knowledge to determine if and when features require enhancements. Engages with engineering team to investigate product bugs, provides business impact, and senior team members on fixes.· Participates in case triage meetings and/or case discussions to share knowledge with other engineers and contribute to more rapid customer solutions.

Greater New York City Area

• Provide world class experience for clients around Microsoft Cloud offerings (Microsoft 365, Office 365) for pre-sale and post-sale. Provide thoughtful recommendations, drive consumption, solve complex issues and be customer advocate with insights or solutions.• Conduct customer success trainings for SMB and EDU around Office 365, drive digital transformation through new ways of working that focus on enabling teamwork and collaboration.

Greater New York City Area

• Empathetically assess customer support needs through listening, diagnosing, and repairing their devices while helping customers discover, use, and love Microsoft hardware, software & services.• Continuously maintain technical knowledge by learning through others, along with self-educating, showcasing product and service offerings.• Involved with Outlook Mobile Support Pilot program in stores. Provide Tier 1 and Tier 2 support for Outlook Mobile App issues through HelpShift. Follow established SLAs and aim for customer satisfaction while obtaining a high percentage of first call resolution and NPS on created tickets.• Involved in Lead Distribution Program in stores. Connect with trial customers of Office 365 & Microsoft 365, provide guidance around O365 licenses and close sales through MSX.• Oversee all operational issues related with New York Flagship use for day to day operation; verify functionality of equipment such as employee devices, Mobile POS, Video Wall issues and any other related issues that can be manage through ServiceNow systems, maintain a close relationship with Retail Help Desk Team and review all best practices that can be implemented in our location.

London, United Kingdom

• Trained, developed & coached a team of 27 Service Advisors and 1 Cloud Technical Expert for Answer Desk at our London Flagship location.• Created content around Microsoft processes, procedures, culture of care and conversion at the Answer Desk, Troubleshooting of Windows, Office & Windows issues on Mac devices, Mobile devices & Microsoft 365• Constant collaboration across different teams such as Readiness, Logistics, Leadership to be aligned with content presented and in par with UK regulations, processes and culture.

Garden City, Ny

• Engaged customers to determine their needs and preferences. Recommended solutions in a confident and thoughtful manner. Promoted Sony brand with great enthusiasm.• Performed technical services, troubleshoot hardware and software problems while creating rapport with clients.• Trained new hires for tech role, help the team to achieve goals while getting outstanding NPS scores, promoted service solutions and product knowledge within the store team.

Queens, Brooklyn, Jersey City

• Managed multiple wireless stores around Queens, Brooklyn, New Jersey & Long Island.• Conducted interviews with prospective candidates.• Trained staff with new content related with MetroPCS, developed and achieved desired goals.• Payroll, Administrative, Inventory control, Merchandise orders, Scheduling, Customer Service, Floor Sales, Troubleshooting common cell phone errors.

Master Of Information Systems Management (Mism)

Bachelor'S Degree, Network Security And System Administration/Administrator