Tom Duffy Email & Phone Number

Managing entire warehouse crew, including upkeep of inside and outside of building.Managing the daily picking, packing, and shipping of customer orders from multiple channels.Coordination and monitoring of Amazon FBA re-stocking.Monitoring inventory, including ordering additional when needed.Communicating with Vendors for scheduled deliveries.Receiving and counting daily deliveries and moving from dock to bins.Using forklift for loading/unloading trucks and putting away pallets of inventory.Extensive use of Excel for monitoring order P&L.

Austin, Texas, Us

Oversaw, managed, and improved quality and consistency of team of 12 tech support reps, including education on both customer service and tech support best practices, initiation of metric goals and performance reviews. Responsible for SQL database management, AWS S3 server management, JSON database. TCP/IP protocols, provisioned multiple APs, mapped out networks, and managed system traffic. Organized and deployed upgrades, updates, and bug fixes to over 900 clients across the globe.

Cupertino, California, Us

Diagnose and resolve all escalated hardware, software, and other technical issues for Apple products, including iPhones, iPads, iPods, Apple TV, Mac and MacBooks, Wireless Multimedia. Communicated and worked directly with the Engineering team to diagnose emerging and unknown issues. Responsible for resolving unique and difficult system issues which could not be figured out by the main tech support team. Also responsible for maintaining and updated/improving customers' security features on their devices. Fixed issues within both PC and Mac terminal environments using remote access technology.

Cupertino, California, Us

London, Gb

Managed and delivered a program of web enhancements for world-class eCommerce sites• Maintained knowledge base of all pertinent information and known issues per client• Delivered practical, pragmatic, cost-effective solutions for clients’ business requirements• Liaised between client and developers to ensure comprehensive communications on both sides• Ensured full client understanding of solution and delivery plan• Weekly program reports to all internal and external stakeholders• Delivered multiple and simultaneous change requests and software development projects• Provided technical support on an as-needed basis.

Increased traffic and conversion, resulting in all-time record high turnover

Indianapolis, Indiana, Us

• Created, structured, and managed customer service and technical support/help desk departments• Developed and implemented policies and procedures• Maintained detailed knowledge bases and procedural flow charts• Created metrics-based employee evaluation criteria to ensure best overall customer experience• Worked directly with Better Business Bureau and consumer advocacy companies.• Oversaw staff of 8 employees• Created and led training seminars, round-table discussions, and project implementation• Installed, monitored and maintained internal hardware and software

• Provided assistance in installing hardware and software, as well as troubleshooting and resolving installation, hardware failure, and network issues.• Planned and implemented internal structural networks.• Maintained communication with warehouse to ensure timely and accurate shipments • Developed projects and policies to reach continually higher levels of customer satisfaction• Oversaw development of out-of-state support call center

Education record

Full Stack Web Development Certification, Computer Software Engineering