• Install and perform minor repairs to hardware, software, and peripheral equipment, following design or installation specifications.• Responsible for setting up equipment for employee use, performing or ensuring proper installation of cable, operating systems, and appropriate software.• Maintain record of daily data communication transactions, problems and remedial action taken, and installation activities.• Read technical manuals, confer with users, and conduct computer diagnostics to investigate and resolve problems and to provide technical assistance and support.• Collect data by identifying sources of information; designing survey and collection methods.• Organize information by studying, analyzing, interpreting, and classifying data.• Prepare reports by collecting, analyzing, and summarizing information.• Prepare reference material for users by writing operating instructions.• Maintain historical records by documenting system changes and revisions.• Maintain client confidence and protects operations by keeping information confidential.• Contribute to team effort by accomplishing related results as needed within established SLA's.• General environment hardware management.• Troubleshooting and resolving hardware and software issues.• Troubleshoot wired/wireless network

Problem solving, empathy, Customer service.• Being available to handle Customer inquiries, often times working with two concurrent chats with two different Customers.• Answering and documenting all incoming contacts to determine their nature, and respond to complex chats related to specialized product lines or account concerns.• Respond with empathy to complaints and concerns from members concerning wireless service plan features, account status, payment history, and assist with Tier 1 troubleshooting of device issues.• Evaluate data to determine and implement the appropriate course of action to resolve the Customer issue or direct Customer to the appropriate resource for resolution of the Customer issue.• Document according to procedure. Assist department in reaching chat handling goals, first contact resolution goals, complaint resolution compliance, Customer retention and other Customer service metrics.• Complete required training (including, but not limited to, monthly refresher training and adoption of new information and systems) and understand how to use tools available to recall necessary account information.

Review of call center calls. Reporting findings to various levels of Management in order to provide coaching opportunities and areas of success.• Partnered with Team and Account Managers to deliver feedback regarding customer interactions, including opportunities for improvement as well as providing direct feedback to the Customer Service Representatives.• Acted as a resource and advisor to individual agents by delivering individual coaching to agents to ensure correction and to prevent quality slippage.• Compiled Quality monitoring data and reports for review by Team Managers, Account Managers and Site Director.• Acted as resource and advisor to other Quality Assurance Representatives, assuming QA Team Leadership duties as directed by QA Team Leader.• Offered excellent Customer Service for Customers of a major US Wireless Carrier via phone interaction.

• Resolved hundreds of Technical Support Cases per year providing professional and helpful responses to a wide variety of Small Business, Enterprise, and Business Critical Customer needs.• Exceeded expectations set by Quality Assurance Team in Customer Support, consistently receiving high scores in call monitoring reviews. Presented several “Perfect Score” awards for call quality.• Customer-driven. Received consistent “Top Box” and perfect scores returned in Customer Satisfaction Surveys.• Called upon by Management Teams in numerous documented escalated Cases to a provide advanced levels of support to high-profile and high-risk Customers.

Advanced Network Analyst aboard USS RentzInformation Systems Technician Second Class• Awarded the Navy and Marine Corps Achievement Medal for superior performance as Lead Network Administrator while supervising critical Network/Computer upgrades in coordination with Government Contractors. • Advanced Naval IT Training in Network Administration, Integrated Shipboard Network Systems, Network Analysis, Network Security, Operating System and Computer Technical Support.