Mark Berlowitz Email & Phone Number

United States

Wichita, Kansas Metropolitan Area

Built and managed a customer support team to engage customers in troubleshooting, customization, and education using our online based distance learning platform for federal aviation part 135 recurrency training. Responsible for managing a team of agents, maintaining schedules and coverage, covering shifts and weekend support hours as needed. Document all processes and procedures in depth for reference by management and internal groups. Authored and maintained an administrator guide and a users guide for the online training program. Streamlined procedures for better efficiency and trained staff on updated processes. During the pandemic of 2020, helped implement a Work From Home program to allow our support team to continue working with a focus on productivity (March 2020, July 2021). Regularly executed testing of the training program and reported internal and customer facing bugs. Worked directly with development and coding teams to determine root cause and resolution of bugs. Maintained documentation for internal processes and customer facing guides, updating as necessary. Responsible for finding and researching, then implementing ticketing systems as well as helping determine CRM systems to better improve customer interaction tracking and accounting data. Directly worked with CFO/CEO and upper management on a regular basis to tackle upcoming changes, and determine best courses of action to provide the best customer experience for our customers. Responsible for quarterly reviews of agents, as well as the hiring and terminating of agents as necessary. Continued role of Customer Support Agent by providing customer support via email, phone, and ticket interactions; including but not limited to basic troubleshooting, administrative education, helping determine best practices for an account, migrations of data from single accounts to multiple accounts, basic internet connectivity troubleshooting, and Helping customize the training experience for accounts.

Wichita, Kansas Metropolitan Area

Initial customer contact for support and licensing questions pertaining to online training software. Provided technical support for student users as well as administrative users for the online pilot training software. Provided details on the functions of training system, trained administrators on best practices, and educated users on how to progress and complete training material. Worked closely with administrators to understand their use case, and then developed an implementation plan on how to best utilize the training leased to them. Performed regular simple SQL Queries to obtain data directly from database to compile reports to billing and management. Created processes from scratch and documented them to improve current procedures. Streamlined certain tasks via semi automation to provide faster support and improve communication and report for internal use.

Wichita, Ks

Support Engineer working closely with firm users to resolve various issues. Including: Creating Active Directory users and password resets, troubleshooting network connectivity, email setup, file restore, software installation, software troubleshooting, computer maintenance.

Wichita, Kansas Area

Main level troubleshooting of customer issues on Foundation and SaaS (Software as a Service) Tax software and ancillary products, Escalation point for higher level Customer issues, Training on Tax and Accounting software both Foundation and SaaS, Responsible for migration of client data between Foundation and SaaS products, Partner with Development team to identify and diagnose issues and root causes, Increase knowledge in product specialization and support.

Greater Omaha Area

Senior Security Officer in charge of Metropolitan Utilities District Main site security. Worked closely with M.U.D. Security and Safety Manager to oversee 24 hour operation of Main site as well as satellite offices and Water Treatment/Natural Gas plants. Obtained rank of SSO (promotion from SO) after 6 months of starting with Yale, was also awarded Officer of the Month for Omaha District, and Officer of the Year Nationwide in 2005.