Roy Wright Email & Phone Number

Key Responsibilities:• Perform advanced troubleshooting for hardware and software, diagnosing both network and application issues.• Resolve computer and system networking issues to ensure user/business continuity.• Maintain an in-depth level of knowledge of products, network, and ability to position them as strategic solutions.• Troubleshoot data, voice, and network using KPI’s.• Provide high-level resolution support and detailed setup/configuration for complex data and voice products.• Drive trouble ticket accuracy through deductive reasoning, critical thinking, and tool utilization.• Provide maintenance and troubleshooting for private networks.• Secured and connected private networks across multiple sites.• Collaborate with teammates, when need be, for different perspective to drive the best troubleshooting experience for customers. • Adapt to customer needs and requirements as measured by Customer Experience Audits.

Kennesaw, Georgia, United States

• Works directly with sales and coordination to maintain effective communication with clients and completion of projects. • Successfully managed a team of 9 individuals.• Handle escalations and triage with sales reps when equipment is out of stock to get replacements to meet opening deadlines.• Provide EOD (End of Day) report to supervisors via excel sheet highlighting any escalations recognized or any room of improvement for team members.

Kennesaw, Georgia

Key Responsibilities: • Reset passwords, emails, usernames, and create accounts.• Manage 250+ weekly contacts (Inbound calls, Outbound calls, and emails combined) • Respond to emails within 24 to 48 hours of request via Salesforce ticketing system