Mark Ambrose Email & Phone Number

Royse City, Tx, Us

Royse City, Tx

As a Personal Vacation Advisor, my goal is to help you find and plan the most magical vacation that you and your loved ones deserve, and more importantly the magical vacation that you want.

Dallas/Fort Worth Area

Dallas, Tx

Co-founded and help build/design a fan-run music blog site. Effectively manage a group of writers, photographers, and staff members located throughout the USA and Canada. I have also help design and implement an advertising campaign to help generate income for the site.www.WeListenHear.com

Plano, Texas

Contractor position for Honeywell/Enterprise MobileMobility Support Specialist, Team Champion• Perform level 1 support for mobility clients that included: device passcode resets, email/contacts/calendar sync issues, line of business application support, mobile device OS support, break/replace requests, carrier-facilitated requests.• Perform level 2 support for mobility clients that included: MDM admin support including create/terminate/modify MDM users, processing L1 escalations for further assistance, proactive work queue management.• Team Champion responsibilities: Actively coach under-performing agents for AHT, Quality, and procedural issues, Run daily reports for agents on team in regards to metrics and SLA, Conduct daily team meetings to discuss overall progress and other KPIs, assists agents via floor-walking and/or chat resource.• Subject Matter Expert for multiple client accounts.• Call Center Apple Liaison Specialist for all Apple/iOS related issues.• Helped achieve site-wide HOS Bronze status; HOS is Honeywell’s internal Six Sigma-based operating system.

Dallas, Tx

Perform L1 Help Desk activities such as: Password resets, account unlocks, creating/deleting/modifying distribution lists, creating/deleting/modifying email addresses, basic troubleshooting of users' issues. New Hire setups and terminations of users' accounts.

Provided assistance to iPhone Senior Advisors (Level 1) via chat, email, and phone. Took supervisor/manager calls for Apple customer issues. Performed RTAs (Request for Technical Assistance) and sent to Apple Engineers for further assistance. Incident management for customer issues including but no limited to: full device replacements, customer appeasement items, and customer satisfaction complaints. I also managed a group of other Senior Advisors (Level 2) and assisted with issues as well as performed weekly coaching with the agents on metrics, customer satisfaction, and training.

Dallas, Tx

Promoted to Tier 3 position 6 months after completing new-hire training. Served as liaison between internal Tier 1 agents and other technical departments (engineering, network, etc.). Handled supervisor and or escalated calls from front-line agents.

Garland, Tx

Originally hired as a customer relations associate and promoted to Assistant Manager after only 3 months.

Irving, Tx

Provided customer service support for Leader customers including but not limited to: policy change questions, billing questions, payment processing, and policy cancellations.Accomplishments:Located a billing error in the company's system, while performing research on a routine call, that led to saving the company a significant amount of money.

Royse City, Tx

Installed, modified, repaired, updated, and implemented all forms of technology throughout the school district. Maintained district wide network using Cisco routers, switches, and hubs. Assisted district webmaster in designing, updating, and creating the district's website.

Associate’S Degree, Business Administration And Management, General, 3.69

Activities and Societies: Cum Laude Graduate

High School Diploma, General Studies

Activities and Societies: Beta Club, Royse City Volunteer Firefighter Explorers