(ANS -> UUNET -> WCOM -> MCI -> Verizon Business)This call center provides 24 hour support for over 50 various Internet access reseller companies and completes first level troubleshooting and problem isolation.We do this through a combination of proactive monitoring, analysis of customer reports, and following detailed troubleshooting documentation. Responsibilities include:• Served as a point of escalation for customer concerns and peer questions.• Constructive guidance of staff.• Created and delivered periodic reviews of staff.• Creating documentation, training and other various assigned projects.• Creating and updating DNS records for customers• Assisting co-workers in adapting to changes in network structure, policies & procedures

Baseview Products (now known as MediaSpan Media Software) creates software for the newspaper publishing industry.I worked in the support department helping end users with varying degrees of computer experience. We also provided support to our own Installation and Training staff when they encountered a problem.Responsibilities included:• Supporting all of the 10 products in our Advertising line.• Working both independently and with others to troubleshoot existing software problems & to assist in prevention of future problems.• Testing and sending out software updates.• Over the phone training.• Following up on solutions to ensure customer satisfaction.