The Customer Support Engineer (CSE) role serves as the last point of contact for all customers of WebEx products via phone or email. The CSE is responsible for troubleshooting and resolving customer technical or educational issues with all the various aspects of WebEx and related products including Jabber and Spark in a timely manner.o Utilized various proprietary tools as well as open sourced tools like Wireshark or Fiddler to identify the root cause of customer issues when appropriateo Effectively communicated and worked alongside various offline engineering teams to resolve customer technical issues when escalation was unavoidableo When necessary setup and managed “live” troubleshooting sessions between customers and offline engineers to see issues through to completiono On many occasions had to partner with local line carriers to address and reconcile issues related to voice quality, audio dropouts, disconnects, or associated line issues during meetings

The Retail Infrastructure team is responsible for all hardware, software, and network infrastructure (LAN, VLAN, WAN) rollouts or upgrades in over 600 retail locations (3000+ client systems across the “Stores” Domain). At Williams-Sonoma my responsibilities and assignments have continually progressed to more technical and challenging roles due to the confidence of leadership in my ability to learn new and more in-depth concepts, and my initiative in getting those projects/tasks accomplishedo Worked on the design, implementation, and ongoing maintenance of a new MDM client, “AirWatch” o Migrated from the existing MDM, SAP’s “Afaria”, to VMware’s industry leading “AirWatch” on all 600 retail location’s iOS devices (1500+ devices across 6 concepts). Also, drafted all required support, troubleshooting and Non Functional corporate documentation o Wrote or edited the majority of official documentation (BRDs, NFRs, Etc.) that accompanied our rollouts and upgrades o Oversaw the installation of new Motorola 7131 access points, configured Cisco switches via Command Line Interface, and established multiple secure VLANS remotely in preparation for a rollout of iOS devices (iPads and iPods), as well as an open “Guest” network with captive portal capabilityo Highly experienced in SCCM, and Altiris Deployment Consoles which were utilized to push new software, provide software fixes, and update security patches to all in-store machines remotely, as well as to complete “new builds” – or clean installations/migrations of OS’ (XP to Windows 7 or Server 2k8)o Successfully developed and launched an MPOS iOS device Designers can take into customers’ homes to complete saleso Hand selected by management at Williams-Sonoma to become a part of the new “Mobility Team,” responsible for the design, product choices (APs, ruggedized devices, and software) and implementation of all stores’ WANs and wireless operations

•Worked in Apple’s only “Corporate Help Desk,” diagnosing and resolving all internal Corporate, as well as Apple Retail Stores’ software, network and hardware issues or inquiries•Strong familiarity with Mac OS X, iOS, MPOS, and CPOS software and hardware•Troubleshot issues related to VOIP based phone systems, WAN and LAN networks, VPN access, as well as access points, routers, and switches found in the retail environment•Created tickets and escalated to appropriate work-groups for issues that require more in-depth expertise and support•Acted as the primary point of contact, ensuring employees issues were resolved and relaying resolution information for issues that required higher-level support•Resolved 85-90% of callers’ issues without the need for higher-level support on the first call•As an employee of the IS&T Group, worked as a member of a larger team, assisting colleagues on any problematic issues they were experiencing and providing documentation for the KB via live chat

•Installed, troubleshot, and repaired customer's digital cable TV, and broadband internet connectivity•Utilized various pieces of troubleshooting equipment, including but not limited to: specialized software, DSAMS, voltmeters, and handheld cable specific tools•Communicated and resolved any and all customer concerns regarding service; installation of service, signal failure or fluctuaion issues, and also educate customers face to face on the scope of their given products and services

•As a “Tier 2” Technical Service representative, served as the last line of personal support for any issues affecting customers’ device functionality whether network or software related•Interacted with wireless business, enterprise, and consumer customers in order to resolve any questions, concerns, or malfunctions of network and device issues•Participated in ongoing training related to network diagnostics as well as in a multitude of different mobile and PC Operating Systems •Continually ranked amongst the top 1% in the DTSC “After Call Survey” scores, as well as receiving recognition for resolving customer’s issues on the first call over 98% of the time, and fostered personal relationships with customers as a result•Pursued and received my Comp CTIA A+ Certification (Remote Desktop Support)•Capable of diagnosing and resolving issues related to software and hardware, as well as within wireless and telecommunications networks themselves•Extremely adept at multi-tasking; and possess the ability to use multiple software programs in order to ascertain the nature of a given problem, and make necessary changes to resolve the given issueAs a Customer Service Representative:•Showcased an ability to “think outside the box” in order to address customer requests that may not necessarily fall under the given scope of support•Provided customers with recommendations and solutions in order to ensure they were getting the best value for their desired service plan as well as recommending valuable device options•Continually surpassed sales goals in regards to contract renewals as well as device and accessory upgrades•Addressed any and all customer concerns “real time” in regards to billing, equipment, contract specifics, or anything needed•Due to outstanding performance within a short period of time in the Customer Service Department, was asked to apply, and subsequently received a role on the Technical Support Team

I've included a blurb about my experience in the Hospitality Industry because I picked up a lot of essential skills that I would come to use outside the industry. I began honing my time management and multi-tasking skills, I was exposed to customers from all sorts of backgrounds, and became especially adept at connecting with strangers in a short period of time, acquiring exceptional "people skills." Another huge lesson learned in the Hospitality Industry was the ability to deal with upset customers in a calm matter, focusing on the solution rather than the problem, and communicating effectively to resolve any issues that may arise.