Mark Collins Email & Phone Number

Kennesaw, GA

Provides L1 – L2 support for technology-related issues.Enters call data and trouble ticket reports into database.Enhances and develops quality support methods and communications skills through coaching feedback and other developmental approaches.Tracks process to ensure that unresolved tickets are escalated to appropriate individual based on established.

Greater Atlanta Area

Provide technical phone support for issues related to PC, computers, printers, software, and hardware using HP Service Manager and Service Now ticketing systems to create, update, and resolve incidents. Assisted users with password resets, creating Microsoft outlook profiles and other software related issues. Provided support for delta basic systems such.

Alpharetta, GA

CSR-Support LLC (CSR) is a Business Process Outsourcing company that specializes in providing the highest quality and most cost effective support services to help a company grow, while allowing that company to focus on what it does best. While at CSR my responsibilities included setting up and maintaining a high performance multilevel call center.

Norcross, GA

The Stratix Technical Support Center supports internal and external customers. Internal support consists of approximately 200 users. External customers consist of many Fortune 100 companies using mobile hand held computers as well as many different applications. As Manager I was responsible for acquiring, testing, setting up and configuration a web based.

Roswell, GA

Responsible for the hiring and training of Wireless Broadband Helpdesk WiMax, from trial phase to Pilot into a commercial release Responsible for launching the product in 7 new markets. Created job aids and developed organizational policies for a start up project. Started up and managed a new IPTV Helpdesk for BellSouth using ADSL2+ Single Line, Bonded and.

Provided exceptional customer service and support via ACD (automatic call distribution), outbound calls email or fax, as specified within company standards and guidelines. Maintained and increased product knowledge on applicable products/applications. Issues were logged and resolutions thoroughly in the CRM. Provided input for new products, features.

Responsibilities included the supervision and management of a staff consisting of 22 installers, 3 Team Leads, and an Assistant Manager. This included all responsibilities involved in management and training of personnel, daily installations, hiring and termination, reporting of team stats, escalation procedures, planning and coordination of all technical.

Answered incoming phone calls and e-mails from customers and handled a broad range of requests from customers. I quickly became the “go-to” person to resolve difficult customer issues. I determined the appropriate resolution interacting with multiple departments at BELLSOUTH.NET services and placed outbound calls to customers as needed. I took ownership of.

Responsible for S-3 operations for schools and training of a Battalion size unit. Completed four years of U.S. Army Officer Training. Secret Security Clearance that is now inactive.