Michael Smith Email & Phone Number

I have 6 years experience previously in IT as a Tier 3 agent at Spectrum/Time Warner Cable and now with Sabretooth as a ServiceDesk Specialist.At Spectrum I focused on handling escalations from other teams involving problems that could not be solved from other departments, troubleshooting and ticketing issues to field ops, handling calls from field agents, and handling any other escalations from tier 1 or tier 2 agents. I also handled new hire training in groups or individually on a rotated schedule while keeping up with KPI's and metrics.At Sabretooth I focus on providing support and escalations for customers via Email and Phone with regards to issues involving their hardware, our in-house software, printer support and escalations up to our other service teams (Security, Dev Ops, and CSM's).Previously to these two positions I worked as an Assistant Store Manager for Gamestop for 10 years, I have closed Alpha/Beta tested more than 500+ titles across almost all platforms, while also NDA testing for RedStorm Entertainment, and Epic Games in Cary, NC.Being a Store Leader entailed understanding customers needs in what they are looking for in a console, PC, a gaming title, or accessories, while being able to also show them the future titles and items that would interest them specifically and getting sales preorders for our store, while celebrating gaming with events, promotional offers, and product demos.