Mark Prentice Email & Phone Number

Austin, Texas, United States

Austin, Texas, United States

Austin, Texas, United States

The Help Desk Systems Support Specialist III duties included software installations, troubleshooting/diagnosing complex hardware, software, and network performance problems for Texas Health and HumanServices.● Common issues included forcing group policy updates, reinstalling certificates, resetting and resyncing passwords for multiple directory services● Provided full support for many types of standard office software, and signup support for incoming vaccine orders.

Austin, Texas Area

Worked closely with a significant Social Media platform in a brand new public-facing department that required new processes and material to be produced to provide support for a new platform.● Participated in new social media campaigns and supported bugs and invoicing. Gathered insights to use that evolve client’s advertising platform while working with cross-functional partners.

Austin

Currently, I am employed by Trusource Labs. Starting in Nov 2014 with SMX for the Nest Client I worked up from Tier 1 to the Quality Analyst position in August 2015. I then started performing quality analysis part-time and Started Tech Coaching in October of 2015. In November 2015 I was moved to Tech Coach. As a Tech Coach I was responsible for:• Reviewing customer satisfaction surveys and creating a comprehensive scorecard for each agent I was assigned.• Reviewing KPI Metrics results, and Core competencies feedback, 2 Quality Audits along with 1x1 Sessions with agents• Adherence to Aux states and Attendance along with Tracking DSATs, Captures, Missed PQI Investigations, Peer Feedback• Creating presentations and performing roundtable in order to calibrate agents on the floor.

11500 Metric Blvd # 320, Austin, Tx

Worked with a team of people to adapt to increasing responsibilities and policies changes to improve overall workflow. As a SupportSpace Agent, I provided third-party support as a Remote Geek Squad agent, HP Support Advisor, Microsoft Answer Desk and other clients. We also worked in an enterprise environment maintaining wireless networking equipment.• Worked Closely with team members and supervisors in order to create a more efficient way for Quality Assessments.• Monitored other agents on the floor closely in attempt overall performance on the floor.• Handle business accounts technical and general inquiries and/or concerns along with assisting setup and training of agents for new clients• High technical aptitude for assimilating technical concepts and new technology.• Experience with asset inventory/inventory maintenance

12545 Riata Vista Circle, Austin, Tx

Adapted to increasing responsibilities and policies changes to improve overall workflow. As an AppleCare Advisor, I provided support for Mac Desktops, Portables, Airport Extreme, Time Capsule, Airport Express and Apple TV. I attained above average customer satisfaction rating without affecting my call handle times which were 2 min or so below requirements.• Participated in many Team projects to decrease average call time by improving troubleshooting Techniques for the Airport Extreme, Airport Express, and Time Capsule as we were the first T1 Network Team for AppleCare.• Work with many peers in my team to attempt to improve average call time by increasing knowledge and competitiveness.• Strong customer service skills• Knowledge of computer hardware and software

2800 Wells Branch Parkway, Austin, Tx

Advanced to increasingly responsible positions, culminating in escalations management. Directed Escalated cases that required more attention to detail including Technical issues that had passed the Tier 1 and Tier 2 Positions. Contacted the repair centre and Microsoft directly for cases with tampering, lost packages, Games, and other accessories.• Monitored advanced escalations that surpassed the Tier 2 level• Provided information on emerging issues with the Xbox 360 console.• Attended weekly meetings with Microsoft discussing major issues and policy changes.• Introduced new troubleshooting techniques for Xbox 360 Live to improve call handle time along with monitoring other agents during high peak volume.

Killeen

Primarily worked in the specialty doors department fitting and sizing doors for new home construction. I was also responsible for handling any overflow work that needed to be completed from the Exterior door department and for Single doors. I assisted with the oversight in managing workflow and assisting with inventory and helping manage deliveries.• Assisted with development of new methods of locating and sizing the doors utilizing the door fitting machine.• Developed new methods to process and track inventory more efficiently during audits.• Assisted with organizing deliveries to job sites.

Killeen/Temple, Texas Area

Title Research, Data Entry, Filing and other Clerical Duties, 04/00 to 06/05Acquired a multitude of responsibilities within the company that was mostly title research and clerical duties. My clerical duties included typing up legal papers for closings, Setup and maintained computers inside the office, and scanned files for electronic storage. My responsibilities in Title Research include setting up orders for title work utilizing Ramquest software, Searching Acreage, Subdivisions, credit history, Tax Records, and property Tax information. Provided follow-up calls and visits to the county courthouse for additional information.• Provided a new method of searching and printing threw an old Macro Machine that cut down time spent in that process in half.• Actively sought to improve and become more involved with different departments within the company. Broadened my skills as a Title Insurance employee

General Studies, General

High School Diploma

Education record