Sam Waring Email & Phone Number

Round Rock, Texas

Resolve high-complexity service dispatch failures and liaise with services parts organization.

Round Rock, TX

* Manage high-visibility executive level escalated technical support cases* Conduct technical analysis and replication of reported customer systemic issues* Review and approve excursions from policies to provide customer issue resolution

* Manage customer escalations and follow case through to resolution* Create and dispatch whole-unit system exchanges

Provided technical assistance and advice to level-one support technicians via chat and email. Approved dispatch exceptions.

Provided technical assistance and advice to level-one support technicians via chat and email. Approved dispatch exceptions. Managed and followed customer case escalations to final resolution.

* Provided first-line troubleshooting and break-fix telephone support to premium-level external customers, consistently achieving top 10% performance measures.* Provided mentoring and coaching for new and under-performing team members to improve individual and team performance metrics.

* Reviewing, verifying, and correcting individual tax returns and supporting information.* Member of quality review team, reviewing and correcting other tax examiners’ work.

Edited, re-wrote, and redacted literary selections for an adaptive language arts textbook series, aimed at students whose language-arts skills are below grade level.

* IT department team member supporting 175 users.* Developed curriculum and conducted training for in-house computer training courses.* Created departmental ISO 9000 technical procedure documents.

* Helpdesk team member supporting 700 internal customers.

* Project-managed three-year database re-validation project for purchasing and accounting departments; supervised 4-member workgroup.* Developed and conducted Continuing Education course on purchasing administrative procedure.

* Reviewed, analyzed, and recommended certification action for program applicant firms.* Performed on-site inspections and interviews to verify applicant firm compliance with certification standards.* Analyzed monthly purchasing data and prepared monthly reports for internal and external clients, documenting progress toward achieving program participation.

Co-editor, Comanche County Gravestone Inscriptions (1976-1982).