Joshua Michael Email & Phone Number

South Carolina, United States

Spartanburg, South Carolina, United States

Delivers meticulous hardware and software support while also providing high-quality customer service to storefront locations and team members working remotely and onsite. Utilizes the ITSM application to manage and facilitate prompt resolution of support requests received via phone, voicemail, online service portals, and email and document. Partners with Analysts, Project Managers, and other members of leadership to ensure timely completion of project goals.► Specifically selected to provide leadership and guidance during new hardware and software technology project rollouts; supports the hardware refresh team with installation, configuration, and testing of company equipment. ► Regarded as a subject matter expert (SME) amongst peers for hardware refresh projects and often requested to provide additional support, including training, coaching, and mentoring. Serves as the go-to person on the team and takes the initiative to assist peers and deliver support commonly provided by analysts. ► Effectively manages multiple complex projects simultaneously, including hardware changes and new process implementations. For example, played an instrumental role during the transition from MoneyGram to Western Union, as well as the installation of a new point of sale in over six states. ► Develops and maintains critical documents to track project status, ensuring that the team stays on track and meets all deadlines. Publishes knowledge articles and training materials to empower team members to diagnose and resolve technical problems; created upwards of 17 Knowledge Articles to support the resolution of issues with new services such as Western Union. ► Frequently assigned independent projects due to demonstrated ability to work autonomously.► Other duties include troubleshooting WAN and LAN equipment, including switches, routers, computers, and other peripherals to diagnose and resolve connectivity issues and assisting users with access management requests.

Simpsonville, South Carolina

I provided direct guidance and leadership for up to 10 agents assisting and facilitating the resolution of escalated issues. Initially hired as a Tier 1 agent and received a promotion as a result of taking initiative, demonstrating the ability to learn quickly, and resolving complex issues. ► Spearheads the creation of training materials, including knowledge base articles, to educate new and existing agents in researching and resolving issues quickly. ► Strategically selected agents to add to the escalation team from Tier 1, provides hands on training and documentation, monitors, and evaluates agents’ progress, and removes underperforming agents from the team when necessary. ► Supports, plans, and streamlines the escalation team’s daily activities and creates business objectives in alignment with company programs and client needs. ► Significantly reduced and maintained a low number of tickets pending resolution by resolving an average of 450 escalated tickets each month. ► Created and distributed daily reports, employee schedules, and directs employee assignments. ► Served as Specialty Group Supervisor for six months, providing direction to 21 agents across three different teams.► Served as a Lead Trainer for four months assisting in the training and development of new hires for the SmartThings Program; assisted in the curriculum creation and final assessments.

Simpsonville, South Carolina

I engaged with residential and commercial consumers to resolve technical issues. Assisted with the setup and operation of company-provided network equipment. Demonstrated excellent customer service principles to diffuse difficult situations and promote customer retention. ► Coached and directed service associates in troubleshooting and resolving customer issues. ► Monitored incident tickets and prioritized issues based on business impact.

Simpsonville, South Carolina

I consulted with new and existing customers in the sale of company products and services. Built rapport with customers and led the discovery process to understand their unique needs while positioning the company’s products as the service offerings of choice.► Frequently recognized as a Top Performer in the areas of revenue increases, customer service ratings, and ongoing monthly incentives. ► Effectively handled inbound sales calls in a high volume and fast-paced environment.

Simpsonville, South Carolina

I provided direct management and leadership for up to three associates while managing store and sales operations. Responsibilities included interviewing, hiring, firing, payroll, billing, sales, inventory, and local area marketing. ► Initially hired as a retail representative and received a promotion by demonstrating outstanding customer support and exceeding expectations of the management team. ► Achieved, and often exceeded, annual growth goals set by management.► Trained, coached, and mentored employees in the areas of customer service, technical support, and upselling.► Set up promotional and marketing displays throughout the store; set up and configured electronic devices for displays, including computers, cell phones, and TVs.

Bachelor Of International Business Etiquette And Integrity, Business And Social Skills, 3.4

Certificate, Computer & Electronics Technology