Michael Mallory Email & Phone Number

Norcross, Ga

Greater Omaha Area

Provide technical troubleshooting expertise to assist customers with resolving minor service interruptions pertaining to Cable TV, Internet , and Phone services provided by Cox Communications.Utilize various internet based tool applications (i.e.: ICOMS, iNav, Solutions Center) to efficiently and accurately diagnose, and resolve signal and equipment related issues that cause service interruptions. Provide product and service upgrade recommendations when appropriate to enhance customer satisfaction and the overall customer experience.

Atlanta, Georgia

Responsible for the installation, maintenance, and customer education of the U-Verse system (Digital TV, high-speed Internet, and phone services).Utilize iPad and JDSU meter for running various tests, and navigation of Work Flow Engine (WFE) for verification of successful installation and repair of U-Verse products.Provide consistent, respectful, and professional internal/external customer care.Install and rearrange inside wire and jacks. Perform programming activities on the hardware and conduct end-user testing.Perform cross connection work at the Serving Area Interface (SAI), the video-ready access device (VRAD), or equivalent.Test facilities and equipment on trouble reported. Test equipment and keep records of work activity.Educate customers on the functionality and features of the services. Demonstrate and recommend additional equipment and services.

Cocoa, Fl

Responsible for the installation, maintenance, and customer education of the U-Verse system (Digital TV, high-speed Internet, and phone services).Utilize iPad and JDSU meter for running various tests, and navigation of Work Flow Engine (WFE) for verification of successful installation and repair of U-Verse products.Provide consistent, respectful, and professional internal/external customer care.Install and rearrange inside wire and jacks. Perform programming activities on the hardware and conduct end-user testing.Perform cross connection work at the Serving Area Interface (SAI), the video-ready access device (VRAD), or equivalent.Test facilities and equipment on trouble reported. Test equipment and keep records of work activity.Educate customers on the functionality and features of the services. Demonstrate and recommend additional equipment and services.

Atlanta, Ga

Responsible for answering and resolving customer inquiries relating to their bill, products, and services while providing an overall excellent customer experience.Responsible for troubleshooting and resolving technical issues for customers relating to their products (phones, mobile hotspot devices, etc ....) per Tier 1 technical support guidelines.Responsible for providing product and rate plan recommendations to customers (existing/new) - based on customer needs.Improved customer retention through service and programs.Built customer loyalty by placing follow-up calls to customers who reported product issues to ensure resolution.Worked with upper management to ensure appropriate changes improved customer satisfaction.Formulated and enforced Service Center policies, procedures and quality assurance measures.

Atlanta, Ga

Performed tax adjustments as needed to individual tax returns, resulting in additional refunds or notices being generated due to underpayment.Acted liaison between tax filers and Internal Revenue Service in researching and locating errors in attempts to find amiable solutions to all parties involved.Performed full scope of corrections to taxpayer accounts including recomputing penalty and interest, processing credit transfers into tax filing system, and initiating manual refunds.Reviewed, coded, and edited tax returns as required per tax laws and guidelines.Provided assistance to tax filers with regard to the preparation and submission of federal tax returns via electronic filing and paper returns.

Atlanta, Ga

Responsible for the accurate and timely processing of bi-weekly, multi-state payroll schedule for 10,000+ employees.Utilized PeopleSoft 8.1 payroll accounting software for completion of payroll cycle.Monitored payroll email inquiries and responded to manager's and employee's routine payroll questions.Reviewed payroll related reports for accuracy and made corrections in a timely manner.Monitored stop payments and reversals, troubleshooting any posting errors and issues.Provided support to management, human resources, insurance disability groups with all payroll related requests.Processed direct deposit, savings bonds, charities, W-4, and state withholding forms for current employees and new hires.Processed retroactive adjustments, including pay rate changes.Responsible for processing off-cycle payroll checks, and ad-hoc manual payroll checks on as needed basis per manager approval.Troubleshoot and provided support to employees on payroll issues and follow-up on pending inquiries.Periodically met with Sabarnes-Oxley (SOX) auditors to discuss payroll processing procedural practices within the Bi-weekly Plant payroll work group.

Google Cybersecurity Certificate

Google It Support Professional Certificate, It

Bachelor'S Degree, Accounting

Activities and Societies: Business Club