Melissa Hedwall Email & Phone Number

Seattle, Washington, United States

I wear many hats at Avatars Radio including host, interviewer, voice acting, spot writing, and graphic design/marketing/social media work for the station.

Greater Seattle Area

Brand development, market analysis, social media management, ad contract negotiation/scheduling, press release publishing, website editor, digital media management, content generation.Customer Care direct report.Management of telecommunication systems and collaboration platforms utilized by a decentralized, international company.

Lynnwood, Wa

Full-time, telecommuting position assisting public safety career candidates with ErgoMetrics's (dba National Testing Network) employee screening products via telephone and ticketing system.Assists department Supervisor in the following areas:- built and continue to write all contents of the Customer Support Wiki and Proctor Portal (Knowledgebases)- admin OTRS ticketing system- assist with determining and write all Standard Operation Procedures- train support staff via screen sharing and teleconference tools- develop internal training and how-to reference guides- internal communications to support staff regarding policy updates and workflow changes- review staff work and provide bi-weekly opportunities for improvement reports to the supervisor- respond to help requests from staff in chat

Encinitas, California (Northern San Diego County)

Provided telephone technical support to clients both in the office and telecommuting from New York City.Utilized in-house ticketing system to log troubleshooting procedures for business customer VOIP (Voice Over IP telephony) technical issues from equipment, customer network, and plant.Assisted in building the company in-house wiki and customer-facing knowledgebase by writing technical documentation pertaining to FreedomVoice's policies, troubleshooting procedures, supported hardware, the customer-facing web portal and more.

Greater San Diego Area

Over nine years, worked at both the Copley Call Center in San Diego, California and the Crossways Call Center in Hampton Roads, Virginia.Resolved escalated, from Tier 1 and then Tier 2, residential cable modem, video and telephony connectivity and quality issues beginning at the plant and ending at the user’s equipment.Covered for the Technical Operations Center (TOC) on lunches or vacations. Monitored the Eastern Cox Network, interfaced with the Network Operations Center (NOC) and engineering, posted official outages concerning the entire east coast plant, wrote customer facing notices, and answered technical questions from Tier 1 and Tier 2.Educated customers concerning their Network Security and Abuse infractions by activating or deactivating accounts resulting from their non-compliance of copyright infringement laws or other policy abuse.Repaired, for a fee, customer’s hardware and software issues not related to Cox via telephone or remote support including application and driver installation, virus and spyware infection, registry repairs, home networking setup and repair, peripheral equipment setup and repair, and many other random software and hardware issues.Utilized a combination of software, network tools, trend logging, historical data and notes to diagnose issues and/or educate the customer of current outages.Provided educational coaching to Tier 1 and Tier 2 support staff to better improve the their call handle times, troubleshooting skills, network and cable plant knowledge.Dispatched field technicians to fix supported issues or referred customers to non-Cox support.Educated customers about the Internet and tools used to access it as well as how to make the most out of their experiences online.Resolved customers' billing issues and provided credit for outages and quality of service disruptions.

Scranton, Pennsylvania Area

Acting-Supervisor for the PowerLink (Internet) department in the absence of our supervisor.Member of the team that was responsible for building and maintaining the VertoNET.com Cable Internet non-docsis network and plant now known as Comcast High Speed Internet.Diagnosed customer connectivity issues beginning at the cable plant to the customer’s computer, dispatched technicians to fix issues and assisting cable technicians in the field to find resolutions.Provided interoffice helpdesk support including network maintenance, software deployment, and staff training.Shared 24-hour on-call duty in case of cable outages.

Scranton, Pennsylvania Area

Hosted a live radio show called RaveON! that combined the music from urban clubs, computers, and cyberpunk culture and co-anchored 1/2 hour radio news.