Justin Blose Email & Phone Number

New York, New York, United States

• Provide front-line support to customers via email, chat, and phone, ensuring timely and accurate resolution of inquiries related to products and services.• Troubleshoot and resolve technical issues by diagnosing customer concerns, offering step-by-step guidance, and escalating complex cases to higher-level support when necessary.• Maintain comprehensive knowledge of product offerings, updates, and best practices, enabling effective customer education and issue resolution.•… Show more • Provide front-line support to customers via email, chat, and phone, ensuring timely and accurate resolution of inquiries related to products and services.• Troubleshoot and resolve technical issues by diagnosing customer concerns, offering step-by-step guidance, and escalating complex cases to higher-level support when necessary.• Maintain comprehensive knowledge of product offerings, updates, and best practices, enabling effective customer education and issue resolution.• Collaborate with cross-functional teams such as engineering and sales to provide feedback on customer pain points and suggest improvements for product enhancements. Show less

King Of Prussia, Pennsylvania, United States

• Developed a comprehensive training program, including training videos, documents, and updated workflow processes.• Oversaw a troubleshooting team dedicated to providing solutions for client IT needs, spanning web-based applications, hardware, and software, resulting in increased client satisfaction.• Established and monitored a risk-based improvement process, contributing to efficient client escalation resolution.• Managed team goals aligned with client Service Level Agreements… Show more • Developed a comprehensive training program, including training videos, documents, and updated workflow processes.• Oversaw a troubleshooting team dedicated to providing solutions for client IT needs, spanning web-based applications, hardware, and software, resulting in increased client satisfaction.• Established and monitored a risk-based improvement process, contributing to efficient client escalation resolution.• Managed team goals aligned with client Service Level Agreements (SLAs) and Key Performance Indicators (KPIs).• Led the hiring, retention, growth, and development of the team through individual meetings, goal-setting, performance reviews, and team-building exercises.• Achieved significant performance improvements, elevating overall performance and SLA from 65% in July 2022 to 89% in September 2022, with a continued upward trend. Show less

King Of Prussia, Pennsylvania, United States

• Managed the new hire process, providing comprehensive instruction on products, processes, and client services.• Utilized a risk-based approach to troubleshoot and resolve client ticket escalations promptly.• Built hunt groups, call centers, and auto attendants based on client demand.• Achieved high client satisfaction while meeting KPI objectives by closing an average of 100 tickets weekly.

King Of Prussia, Pennsylvania, United States

• Resolved customer engagements and developed solutions for various issues, including calls failing and user setup.• Monitored customer connections to ensure seamless connectivity between customers and company platforms (Edgewaters, routers, switches).• Conducted troubleshooting for desktop issues, including printer setup/issues, application support, and general desktop issues through multiple systems (VMWare, Citrix, and RMM).• Collaborated with technicians to prioritize and… Show more • Resolved customer engagements and developed solutions for various issues, including calls failing and user setup.• Monitored customer connections to ensure seamless connectivity between customers and company platforms (Edgewaters, routers, switches).• Conducted troubleshooting for desktop issues, including printer setup/issues, application support, and general desktop issues through multiple systems (VMWare, Citrix, and RMM).• Collaborated with technicians to prioritize and resolve high-priority tickets using a risk matrix. Show less

East Hanover, Nj

• Maintained and installed IT equipment, including monitors, desktops, TVs, and peripherals.• Established and serviced Ethernet cable connections for a company project.• Troubleshot basic computer errors such as WIFI connectivity, device malfunctions, and peripheral issues.• Exposed to LEAN/Operations Excellence concepts and participated in continuous improvement projects.

Allentown, Pennsylvania Area

* Taught children new games and dances which were incorporated into a program at the end of the summer.

Hazleton, Pa

* Created, served and provided excellent customer service to patrons buying coffee and other specialty drinks. * Managed student staff by providing training for new employees and overseeing operations.

Bachelor Of Science (B.S.), Information Technology

Activities and Societies: Baseball

Hs Diploma

Activities and Societies: NJROTC Baseball