Thomas B. Email & Phone Number

Columbus, OH, US

Dublin, OH, US

• Responsibilities:
• Physical Productso Place and track equipment orders for business.o Receive and inventory equipment orders from shippers.o Create configuration records for received products.o Utilize ticketing system ConnectWise Manage.
• Licensingo Place and track licensing orders for business.o Maintain open communication with clients.o Update inventory, configuration records, and billing in ConnectWise Manage.o Acquire and activate new license keys.o.
• Invoicingo Review procurement related invoices for accuracy.o Review monthly Microsoft CSP invoices for accuracy.o First line of billing investigations for billing irregularities.
• Administrativeo Coordinate administrative functions of various partner programs.o Track and execute renewals for various partner programs.

Merrimack, NH, US

• Responsibilities:
• Manage the following areas of high value accounts. o Monitor orders from generation to shipment to ensure same-day SLA goal. o Maintain client contact via ticketing system to correct credentialing issues. o Maintain.
• Provide helpdesk support for Apple products and Jamf MDM services.Projects:
• Corrective Action Report Project: o Review, investigate, and document evidence for corrective action reports. o Resolve backlog of 25 past due / overdue corrective actions. o Create and deploy resolutions to address.
• Chromebook Automation and Efficiency Project: o Update Arduino code and create tools to automate Chromebook enrollment. o Create ChromeOS recovery flash drives based on specific version required by client. o Update.
• Flash Drive Media Project o Restructure lab flash drive media process to ensure availability and functionality. o Created tracking and tagging system to monitor media to ensure media is kept current. o Promptly.

Milwaukee, Wisconsin, US

• Initiate debit card disputes via phone, email, and signed affidavit.
• Research and resolve 20 - 30 disputes and communicate resolution to clients daily.

Milwaukee, Wisconsin, US

• Answer inbound phone calls for Bank of America.
• Provide technical assistance for Bank of America online bill pay service.

Columbus, Ohio, US

• Provide training to team members on processes and procedures relating to EV Charging.
• Document and escalate issues to Field Operations.
• Provide detailed technical support for EV Charging.
• Educate 50 – 60 clients daily on charging procedures.
• Handle and resolve billing issues related to EV Charging and subscription plans.

Dublin, OH, US

• Provide product and services sales support. o Grew sales metrics, achieving multiple top 10% sales performance awards.
• Provide scheduling assistance for branch and franchise locations.
• Provide new hire side-by-side support.

Basking Ridge, NJ, US

• Write, run, and modify database queries and scripts in PL/SQL and Oracle.
• Review daily and weekly trending reports and monitor for anomalies and pattern changes.
• Reconcile billing, network, and equipment databases to ensure proper customer billing.
• Compile and write technical procedures for departmental use.

Basking Ridge, NJ, US

• Maintain mastery experience with all elements of the customer service group.
• Maintain mastery level support for all Verizon Wireless products and call types including: o Billing issues, equipment issues, consumer relations issues, technical support issues, and new product support.
• Manage departmental scheduling to ensure appropriate resource allocation.
• Research and resolve high risk billing and equipment issues.
• Audit and analyze equipment orders and credits.
• Form interdepartmental partnerships to resolve complex technical issues and escalated billing issues.

Basking Ridge, NJ, US

• Handle customer service and technical support calls.
• Troubleshoot consumer cellular and computer equipment.
• Investigate and report equipment issues to manufacturer.
• Investigate and report software issues to IT team for resolution.
• Report network issues to engineering team for resolution.
• Grow data service and smartphone saturation percentage in consumer markets.

Basking Ridge, NJ, US

• Handle consumer calls related to billing and customer experience.
• Handle tier 1 technical support for voice, text, and data.
• Provide customer focused solutions to consumers.In this role, I maintained the highest performance rating for 1 year.

Horsham, Pennsylvania, US

• Non-commissioned officer responsibilities:
• Training and Development.
• Mentorship.
• Customs and Courtesies.
• New Recruit Orientation. Base Honor Guard Member:
• Military Funeral NCOIC

Bachelor Of Science - Bs, Information Technology

Associate Of Applied Science (A.A.S.), Computer Information Technology

Associate Of Arts - Aa, Multi/Interdisciplinary Studies

Associate Of Applied Science (A.A.S.), Logistics