Became Subject Matter Expert (SME) on the Globys suite of productsAcknowledged customer issues promptlyProcessed correspondence efficiently using multiple communication platformsExpertly gathered supporting data to identify incidents Root Cause Analysis (RCA)Engaged cross functional team members (Engineers, QA, Operations) with action itemsEnsured all work orders were dealt with accurately and followed up on daily basisCreated accurate shift hand off emailsCommunicated often with customers, provided daily updates for all incidentsCreated metrics reports as requestedAttended regular team meetings and made positive contributions

Tier 2 Developer SupportProvided support for AT&T Developers in all aspects of Application DevelopmentDefined Processes and Operational Expectations for Tier 1 Support Quality Monitoring for technical transcripts Authored and Maintained Training Documents and Strategies Provided Quality Assurance of Technical Support Knowledge BaseTechnical Writer and Editor for internal policies and Instructional documentsProvided “First Contact” for all incoming emails to the Developer Program for AT&TAsset ManagerCreated and Implemented New Inventory Maintenance Program Provided support and distribution of Classified internal assets (Cellular Devices) Maintained Software updates for over 10,000 Classified internal assetsEstablished and maintained relationships with Internal Test Teams and Content ProvidersAdministered access levels for AT&T Developer Portal http://developer.att.com/Mobile Application Software tester for cell phones and mobile application compatibilityWeb tester for the AT&T Developer Portal and ATG content management system Provided Shipping support for the Developer Program Bug and regression Testing for Internal and External Tools Including The AT&T Developer PageTime management and reporting in a team environment Developed, identified and tracked key metrics from Tier One support teams

Maintained customer support on VoIP, DSL, and Cable Internet servicesPublished end-user and developer reference materials for new functionalityHardware troubleshooting and testingAdministered internal Knowledge BaseRewrote and edited FAQ page for better customer understandingSupport and maintain user accounts in databaseProvided an escalation point for Vendors and leasing staffMentored up to 18 associates for advanced troubleshooting and customer serviceLiaison between the Call Center and Field Services teamsCoordinated with Field Services and the NOC to resolve property outages.Assisted in the creation and upkeep on internal web pages: -NOC and alerts -Technical walkthrough -Policies and procedures -Advanced troubleshooting

Provided consistently excellent customer service for an award-winning Internet service providerCommunicated with customers with varying levels of technical skills from beginner to very advanced in order to resolve Internet related problems Provided solutions in a timely manner, with an average call time that was under eight minutes per call (average handle time of 7:42 minutes)Maintained high standard of quality by keeping a first call resolution average above 92%Authored, and updated over 100 articles dealing with Internet connectivity problems such as, “The Proper Way to Troubleshoot Windows XP Connectivity” for a technical Knowledge Base (KB). Mentored 24 associates providing call coaching and technical documentation resulting in increased productivityProvided Application support for internal tools and EarthLink 5.x installation softwareBETA tested EarthLink 5.x installation software on multiple platformsDocumented bugs and fixes on software for Development team