Robert Hartley Email & Phone Number

I worked as a technical support supervisor, we would handle network operations calls and escalations. In this position there would be consistent changes with different ISPs which required learning all new documentation, tools and processes in a small timeframe, it required a high level of training and perseverance. I also handled duties as a supervisor, I assist and respond to agent inquiries, make sure to reach out to agents over average handle times. I also help with onboarding and training agents on current processes and procedures. I deliver quality customer service and technical support to end-users while using and operating an automated call distribution phone software, via remote connection. I provide top quality customer service service while processing information in response to inquiries, concerns, and requests about products and services. While taking calls I obtain customer’s information and determine the issue by evaluating and analyzing the symptoms. I also, Diagnose and resolve technical hardware and software issues involving internet connectivity, webmail issues, email client issues (for most manufacturers), Online account creation or issues, and TV service related issues.I quickly research the reported issues using a provided database to locate the necessary information to resolve technical issues. I identify and escalate priority issues per Client specifications, redirect problems to the appropriate resource, accurately process and record all call transactions using a designated tracking software/program. If there is no possible way for me to resolve the issue I offer alternative solutions where appropriate with the objective of retaining customers and providing excellent customer service.I constantly stay up to date on any changes to the current system, outage reports, updates, or procedural changes. I make sure to relay this information to my peers and team so that everyone is update to date and following these changes as well.

I supervise and manage several individuals with different types of disabilities. Provided them with tasks and goals they needed to achieve within a certain cycle and lead them through these tasks every step of the way. Provided a form of transportation for these individuals and drove them to appointments, recreation, or for errands.

I worked along side a technician and diagnosed and repaired plumbing issues and A/C units for clients and recorded payment documents after each job.

Associates In General Education, General Studies

High School Diploma/ Ged, General Studies

Bachelor’S Degree, Architecture

Activities and Societies: Fighting Against Slavery and Trafficking (FAST)I did a project with a group of students where we collaborated.