Matt Cooper Email & Phone Number

Remote

Raleigh, North Carolina, United States

Raleigh, North Carolina, United States

Universal communications platform carrier providing cloud-ready voice, messaging, and emergency service connectivity built for enterprise utilizing a global proprietary network.• Oversaw TF carrier operations including number inventory, porting, provisioning, special requests, projects, and troubleshooting of tens of millions of customer numbers over Bandwidth RespOrgs (JYT01/JYT99).• Worked with product managers and developers to guide and support the creating of customer facing products including a service redundancy project and automation services for order processing.• Managed relationships with customers to grow confidence in Bandwidth’s ability to manage and support high minutes of usage TF numbers for several major businesses and service providers.• Point of escalation for customer and executive issues, utilizing my strengths to solve advanced problems with creative solutions. Saved multiple customer relationships equating to millions of dollars in revenue.• Built and maintained relationships within the company with constituent organizations such as Product, Sales, Customer Success, Implementation, Technical Support and Development.• Created and implemented operational strategies and improved processes to ease pain points, accommodate customer requests and organizational changes.• Managed a small team, guiding individuals to perform efficiently while maintaining employee contentment through active leadership, fostering strong communication, team presentations, weekly one-on-one meetings, Quality Assurance reviews and Employee Progress Plans utilizing key metrics.• Responsible for key hiring and termination decisions within department.

Charlotte, North Carolina, United States

Copper wire, In-building Network and Cloud SaaS VoIP telephony service and phone equipment provider and support for businesses.• Worked directly with VoIP carrier and TelWare technicians to troubleshoot system and carrier issues. • Managed the importing and exporting as well as organizing of an expansive and growing customer phone number inventory.• Oversaw a small team to ensure the quality completion of department projects, organization and accuracy of information and proper execution of processes while meeting deadlines. • Continually developed and improved several department processes, creating standards of organization and streamlining troubleshooting procedures.• Updated porting agents, project managers and technicians, assuring appropriate resources were assigned and/or informed.

Charlotte, Nc

• Oversaw and maintained VoIP system project plans and installation schedules.• Worked closely with customers to obtain programming specifications and then coordinated with technicians to execute.• Ensured the quality completion of projects, within the safety, budget, schedules and deadlines communicated by the customer. • Updated all team and client contacts in a timely manner with any project changes, assuring appropriate resources are assigned and informed.• Trained customers on their new phone systems, both remote and onsite, addressing questions, concerns, and/or complaints throughout the project.

Concord, North Carolina, United States

Gateway VoIP service provider and Internet and Mobile services reseller.• Responsible for Tier 2 Technical Support and Problem Solving involving advanced network configuration and communication technology for VoIP service provider.• Served as escalation point for complex customer issues in Business/Residential and worked directly with Carriers (LECs) Century Link, AT&T, Verizon, TelePacific, Cogeco, and Rogers to resolve issues.• Provided support and coaching to my agents for business and residential customer technical issues while managing agent productivity utilizing Avaya CMS tracking software• Developed and improved department processes and troubleshooting tools.• Received several Achievement Awards for Metrics and Quality Assurance performance• Created pivot table spreadsheet presentations for supervisor review on recurring issues and outages.

Concord, North Carolina, United States

• Provided technical support for business and residential networks including optimal design and setup of modem, routers, switches and customer devices including ACN’s provided Grandstream, Polycom, Linksys and/or Avaya equipment and Level 3 Routing. • Troubleshooting for VoIP Services, Land Line, Fax, DSL and Cable Internet for Businesses and Residences• Used Proprietary software tools for device sync and information, Palladion for VoIP routing details, and BroadSoft for telephone feature adjustments and problem solving.• Using company and LEC ticketing systems to resolve customer Internet and Analog Line issues involving the following carriers: Century Link, AT&T, Verizon, TelePacific, Cogeco, and Rogers • Adjusted Firewall Security, DHCP, SIP and wireless settings for optimization with VoIP and network usage including configuration of Sonic Firewalls.

Charlotte, North Carolina, United States

In-home technology aid, providing technical assistance, configuration and education for residential customer base.• Solved technical issues and troubleshot computer, computer peripheral, cell phone, TV, internet, network, cable, entertainment systems and email issues.• Set up home network configurations, desktop computer systems and entertainment systems.• Strategically Marketed myself and company through client specific venues (website, newspaper)

Charlotte, North Carolina, United States

American multinational telecommunications conglomerate.• Closed sales on communication services such as wireless and home communications, cable and internet.• Leader in customer satisfaction and accessory sales for several months.• Built relationships with customers and business owners in order to uncover needs and fulfill them.• Technical adviser and trouble shooter for Apple iOS, Android, Blackberry, and Windows operating systems and every device operating on Verizon’s LTE network.

Chevrolet Car Dealership with new, fleet and used car inventory.• Built relationships, assessed needs and buying ability, negotiated price and closed sales on new Chevrolet vehicle models and large used car inventory.

Durham, Nc

Volunteer video production team, filming the Durham Bulls baseball games.• In charge of directing the camera men, delegating assignments, and using camera control equipment to edit the final output of the game’s filming.

Bachelor'S Degree, Economics

Activities and Societies: Venture Outdoor ClubMinor in Psychology

Certification, Python Programming

Certified Python Programmer