Seth Brown Email and Phone Number

- POS system deployment- Schedule and complete installations with vendors and store personnel- Troubleshoot, diagnose, and support POS system- mPOS system deployment and installation

• Support 600+ Carter's, OshKosh B'Gosh, and Skip*Hop stores• Meet contact center goals and service level by utilizing established service techniques• Identify and handle store phone inquiries completely and accurately• Resolve customer complaints and problems to the satisfaction of the user• First level support for:- POS software and hardware issues- Telecom and network issues- Incidents related to in-house applications- Laptop hardware and software issues-… Show more • Support 600+ Carter's, OshKosh B'Gosh, and Skip*Hop stores• Meet contact center goals and service level by utilizing established service techniques• Identify and handle store phone inquiries completely and accurately• Resolve customer complaints and problems to the satisfaction of the user• First level support for:- POS software and hardware issues- Telecom and network issues- Incidents related to in-house applications- Laptop hardware and software issues- Zebra scanner (TC52) hardware and in house software issues- Zebra mobile printer hardware issues- Phone line issues• Maintain accurate user data including documentation of discussions, issues, user requests or other relevant information into Contact Center systems as required and managing/prioritizing workload• Use technology tools as directed and within established guidelines• Maintain confidentiality of the organizations user data• Participate in individual and team trainings and meetings to ensure knowledge is up-to-date• Alert management of issues or concerns that require escalation for complete resolution or which may indicate a larger, underlying problem• Observant in reporting unusual circumstances or possible security concerns in the field to management• Ability to work independently, adhere to work schedule and manage regular duties with minimal supervision• Remote user administration (LANDESK) Show less

• Complete understanding of client service level agreements and the ability to recognize the importance of, and take action on, priority incidents. • Accountable for ensuring performance standards and client service agreements are met.• Acts as the first point of contact for escalated issues from team members on shift, identify root causes and assist employees through to resolution • Responsible for providing high quality and efficient customer service through daily supervision of… Show more • Complete understanding of client service level agreements and the ability to recognize the importance of, and take action on, priority incidents. • Accountable for ensuring performance standards and client service agreements are met.• Acts as the first point of contact for escalated issues from team members on shift, identify root causes and assist employees through to resolution • Responsible for providing high quality and efficient customer service through daily supervision of Service Analyst and Service Specialist job performance to include coaching, problem solving, workload management, and oversight. • Help drive performance, efficiency, and quality of work by providing guidance, instruction, direction, and leadership. • From time to time, attend and participate in any leadership meetings that may occur outside of normal working hours. • Ability to interface with customers, peers, and management personnel in a professional, courteous, and polite manner on a consistent basis. • Provide shift end report either verbally or written to leadership team to include any outstanding issues, escalations, or concerns to ensure all parties are aware. • Process payroll for direct report team members as needed • Demonstrate leadership qualities by effectively communicating job expectations, monitoring performance, motivating team members, and performing any coaching, training, or clarifications. • Monitor and ensure all quality issues, customer complaints, and training items are acknowledged and understood by group. • Assist team with questions on all accounts by walking them through the documentation and ensuring a complete understanding of the resolution. • Coach staff to improve business factor and ensure such interactions are documented in the approved location. • Inform employees of positive customer survey results. • Monitor employee performance and communicate with manager to develop action plans for improvement as needed. Show less

• Schedule Mentor shifts and input Mentor shift results into database• Train new Mentors on expectations of the program • Schedule 90 Day Evaluations• Work with Management to identify analysts who need 1-on-1 training with a Mentor• Provide classroom education to develop analysts skills such as Emergency Escalations training and New Hire call handling and ticket documentation

• Escalating tickets from level 1 analysts to system teams• Mentoring analysts• Reaching out to firm engineers in emergency situations

• Handle incoming calls and emails in timely manner• Complete work using IQTrack ticketing application to create work tickets.• Create articles for the Knowledge database that provide accurate troubleshooting steps for client calls/emails• Use Active Directory to unlock Network accounts, reset passwords, and add to proper security groups• Troubleshoot remote methods including Citrix, VPN, VDI. Perform functions such as session reset, log off, disconnect when user’s remote… Show more • Handle incoming calls and emails in timely manner• Complete work using IQTrack ticketing application to create work tickets.• Create articles for the Knowledge database that provide accurate troubleshooting steps for client calls/emails• Use Active Directory to unlock Network accounts, reset passwords, and add to proper security groups• Troubleshoot remote methods including Citrix, VPN, VDI. Perform functions such as session reset, log off, disconnect when user’s remote session is experiencing unresponsiveness or multiple sessions. • Troubleshoot Network account complications. Frequent use of Active Directory Console. Perform functions such as Network password resets, account unlocks, security group additions/removals• Troubleshoot Network printers. Addition/removal of network printers via native Windows method, Active Directory, and client specific utilities. • Install various software via network file path, client specific software library, internet, intranet• Troubleshoot multifactor authentication methods including RSA, MFA, and DUO. Perform functions such as unlocking accounts, resetting PINs, and granting emergency system by proving a temporary/bypass codes. Utilize real-time activity monitor analyze issues to better provide proper resolution. Initial set up of multifactor authentication accounts for users. Provide assistance with multifactor authentication applications for iPhone and Android.• Troubleshoot DMS including Desksite/iManage, Filesite, NetDocuments. Perform functions such as document unlock/check-in, document recovery while onsite and remote, document and version deletions, adding/restricting document access rights per protocol. Show less

• Locate and pull merchandise as listed on pick ticket against part number• Maintain acceptable speed and quality rates• Consolidate and pack all stock order merchandise quickly and accurately• Operate handheld computers (PF units)• Use Vocolect Headset to pick orders

• Secure premises and personnel by patrolling property, monitoring surveillance equipment, inspecting buildings, equipment, and access points• Prevent losses and damage by reporting irregularities; informing violators of policy and procedures; restraining trespassers• Control traffic by directing drivers• Complete reports by recording observations, information, occurrences, and surveillance activities, interviewing witnesses, and obtaining signatures• Maintain organization’s… Show more • Secure premises and personnel by patrolling property, monitoring surveillance equipment, inspecting buildings, equipment, and access points• Prevent losses and damage by reporting irregularities; informing violators of policy and procedures; restraining trespassers• Control traffic by directing drivers• Complete reports by recording observations, information, occurrences, and surveillance activities, interviewing witnesses, and obtaining signatures• Maintain organization’s stability and reputation by complying with legal requirements Show less

• Schedule pick-ups of returned materials from suppliers and customers• Maintain technical and computer skills and capability to effectively use distribution and office software• Oversee that the manifests are run and given to drivers in a timely fashion• Take telephone orders and other information related to delivery of merchandise• Set-up and maintain all driver files for DOT