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 guidelines and procedures.Acquires and maintains current knowledge of relevant product offerings and support policies to provide technically accurate solutions to customers.Attends training sessions and possibly assists in training workshops.Participates in team projects that enhance the quality or efficiency of help desk service.Assists in special product-related issues as needed.Maintains a high level of client trust and confidence in the group’s knowledge of and concern for client’s needs.

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 as Axis, Snapp, and DLterm32. Provided assistance to users thru Dameware and Bomgar remote support tool. Assisted pilots with RT Surface Tablets, Flight Attendants with Mobile Skypro's devices and perform troubleshooting techniques for corporate devices such as IPad, IPhone, Android, and Blackberries. 24/7 Internal support for Delta Employees, 75,000 users who either have desktops or laptops.

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 environment. Installed and set up the call center ticketing system. Also set up and configuration of all shadowing tools to monitor performance (Quality Control). Implemented the configuration of the tracking system to send out daily, weekly and monthly Metrics reporting based on different levels of management responsibilities. Responsible for all network operations concerning the call center and office environment. Responsible for adherence to requirements found in: the Sarbanes–Oxley Law; The Bank Secrecy Act of 1970; the ”Payment Card Industry Data Security Standard (PCI DSS)”; the Health Insurance Portability and Accountability Act (HIPAA); the Federal InfoSec Management Act (FISMA); plus other state and federal laws.

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 help desk ticketing system. (Numara FootPrints) This increased the efficiency of the IT department by 50% while tracking reoccurring issues and speeding up resolution time. I was involved in all aspects of creating the SOW (Statement of Work) for helpdesk contracts, pricing, creating SLA’s as well as Training and Staffing a 24/7/365 helpdesk from the ground up. I created and maintained a search-able knowledge data base for both internal and external customers. I am presently a "Certified Numara FootPrints 9.5 Administrator". Customers include American Airlines, EcoLab, Sara Lee Bakery and many others. Windows Operating Systems, Macintosh, and DOS,Microsoft Office Suite & Microsoft Exchange Server Administration, Wireless B,G & N WEP & WPA encryption, LAN/WAN networking, Windows Server, Active Directory,Terminal Services, VPN &Token ring, Citrix Web Client, Citrix Access Gateway, Citrix server set up,SOTI, Symantec pcAnywhere, GoToMeeting, Used and supported MAS 200 and Oracle.

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 MX VDSL2. Responsibilities included all hiring, training and mentoring of Helpdesk personnel. As well as being a hands on Manager answering live calls, email inquires and escalations. A key aspect of the position consist of providing feedback to the IPTV team in face to face meetings and phone conferences in order to resolve customer effecting issues as well as testing the issues to see if they can be reproduced. The Team dispatched a tech on the site if needed documenting trends and issues until they were resolved. Windows Operating Systems, Macintosh, and DOS,Microsoft Office Suite. Wireless B,G & N WEP & WPA encryption, LAN/WAN networking. ADSL, ADSL2+, VDSL2, WIMAX, IPTV, and Network trouble shooting. Clarify e Front Office, Web Clarify, Connect Care, Remedy, ITC Compass, Bullseye.

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, product usability and supportability. Escalated issues to Technical Support Analysts or Supervisor as needed. Submitted proposed solutions to basic issues in the knowledge base and internal/external documentation. Advance printer set up and trouble shooting.

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 contractors. Overseeing the job performance, customer satisfaction, implementing, and providing the training needed for telecommunication technical skills. Ensured that they maintained an in-depth knowledge of all data networking and broadband technology. Responsibilities also included the writing and the implementation of personnel policies and procedures. This also included all pay polices and adherence to OSHA, MSDS and EEOC guidelines

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 the customer until resolution to include technical troubleshooting. Responsibilities included ensuring a high level of customer satisfaction and meeting customer expectations in a timely manner.

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.