Stephen Hemingson Email & Phone Number

Nashville, Tn, Us

Nashville, Tennessee, United States

The Technical Support Manager is responsible for monitoring the work effort of the IT Technical Support Team and managing the assignment of work items and support requests to satisfy user requests, departmental objectives, and organizational goals and mission. This involves directing the activities of the System Administrators to ensure adherence to standards, the fulfillment of customer service objectives, resolution of issues within SLA, and the use of specified tools and technologies. Proactively engage with internal customers to regularly confirm IT is servicing the organization in a satisfactory manner and where gaps or deficiencies are identified this role is responsible for remediation.Responsible for managing the full lifecycle of all internal customer devices and peripherals. This includes hardware procurement, inventory management, planned device replacement, break fix, decommissioning, and recycling of hardware. Responsible for ensuring client devices are up to date on software and security patches. The Technical Support Manager will ensure users are setup and removed from NFIB systems in a proper and timely manner (Active Directory, Group Policy, SSO, etc.). Provide guidance and mentorship to fellow support team members.

Brentwood, Tennessee

The AirStrip Technical Support Manager role entails organizing and directing the daily activities of the 24-hour Global Support Center. The main responsibility of the manager is to oversee, develop, and guide technical support representatives to ensure their ability to provide outstanding customer service and execute tasks effectively. The manager actively supports and inspires the team who interfaces with our customers 24/7/365. This includes responding to customer needs, entering cases, diagnosing and resolving issues, escalating customer needs to executive leadership and maintaining the knowledge base that enables the support team to deliver the highest quality customer service. The Technical Support Manager applies defined skills in accordance with AirStrip values and goals to ensure the efficient, effective and consistent delivery of high-quality services.• Manage the Tier 1 Support Center staff to deliver global, world-class service and support• Serve as a mentor, preceptor, and role model to the team of 10 Technical Support Specialists• Establish and maintain a knowledge base of best practices and procedures for the Support Center• Take lead in Support Center talent acquisition, training, and employee reviews• Assist in the measurement and continuous improvement of the Support Center in alignment with AirStrip’s quality management goals and initiatives.• Work with leadership on strategic initiatives for the Support Center.• Provide backup and training for Tier 1 staff including help desk support, new install support, solution maintenance, and customer feedback handling. • Follow up on escalated tickets and verify resolutions.• Schedule after hours on-call support rotation and assist on-call support staff with urgent issues.• Recognize and identify opportunities for continuous improvement and proactively propose solutions.

Brentwood, Tennessee, United States

Develop and manage a team of 5 direct reports in a 24/7/365 contact center. Design, implement and monitor customer-based value-added metrics. Excellent C-Suite communication skills while assisting with inter-departmental operations. Interview, hire, and provide onboard training to new hires. Maintain knowledge base by editing and creating work instructions.

Advanced level tech support with a high degree of training in functions of devices, operating systems, and all network technologies utilized by Verizon Wireless. Ability to uncover root causes of device issues using appropriate resources and confidently recommend the correct solution. Assisted with center Rockstar competitors to provide best practices and mock skill drills. Lead team huddles and calibrations on topics including the Verizon Be The Reason format and different escalated call types. Completed 1x1 trainings with reps to perfect use of MVD and NetGeoX. Expert of ACSS/VISION; MARS; MTAS; MVD; NetGeoX; Remedy; BIS Admin; Blackberry Relay; Device and Software Emulators; various smartphone and tablet operating systems.

Lead teams of 15-20 employees with varying degrees of experience to successful completion of advanced tech support training and call-type handling. In charge of leading daily huddles and debriefs while driving culture and consistency of materials. Responsible for pulling reports in order to identify performance trends and potential call-drivers. Able to proactively respond to a constantly evolving business while exceeding performance goals. Delegate and lead one-on-one coachings with representatives to guide the teams success at the individual level. Considered a subject matter expert in tech support for Verizon Wireless.

Murfreesboro, Tennessee

Excelled at 'front-line' billing and technical support calls. Spent 6 months in a Customer Solutions Team role resolving escalated call types with high churn-risk customers. Received additional training for advanced device and network support in the Technical Support Coordinator role which includes full spectrum troubleshooting for all devices and services offered. Transitioned back to the Customer Solutions Team taking escalated call types while supporting customer service New Hires during their first call taking sessions. Overall performing stats since start with consistently leading stats in Revenue Generation, Entire Rep Performance, Conformance, and Adherence.

Murfreesboro, Tn

Frontline customer service. Fielded all billing and technical calls and handled Tier 1troubleshooting for devices. Overall performing stats with leading metrics in Revenue Generation, Disconnects Per Call, and 3 Day Repeats. Semi-Finalist for area wide sales competition. Was named attendance champion for my team in which I completed calibrations with the center Director in order to boost attendance. Reduced absenteeism from 26% to reach the goal of <10%.

With 3 years of experience at this Chick-Fil-A seeing $4m revenue annually and 4 years total experience with Chick-Fil-A corporation, I was responsible for all guidelines and expectations from the management staff. I was expected to know and adhere to all instructions and carry out duties while being a good steward of inventory I was entrusted with. I was able to keep pace with intense rush periods while providing a quality product and minimizing waste. I was also a Kitchen Coach. This placed me in charge of the success of the kitchen area. I was expected to know and follow all rules and regulations while teaching them to others.

With this position I was required to have exceptional organizational skills. Each day I was expected to be able to pull products from the warehouse and load them onto the delivery truck according to the delivery route created by the warehouse manager. Each week the warehouse received 3 shipments of products from distributing companies which I was required to unload and organize in the warehouse with a focus on cleanliness and accessibility. Each two man delivery team was made responsible for deliveries averaging 10 deliveries per day. This position required exemplary manners as we were invited into customers’ homes to set up and remove beds. Face to face, on the spot sales required a quick and accurate analysis of each customer's unique situation and extensive knowledge of each product as including prices, promotions and delivery times.

As a Chick-Fil-A team leader, I was in charge of 4-6 employees nightly. I ran breaks and counted down registers and the safe at the end of each night. I was also in charge of assigning closing positions.

Bs, Advertising, 3.3

Activities and Societies: National Society of Leadership and Success, National Society of Collegiate Scholars Dean's list

Study Abroad, European History