Trevor Graham Email & Phone Number

San Jose, Ca, Us

San Jose, California, United States

San Jose, Ca

Assisting library patrons with item and material location. Check in/out library materials, reminding of library policies, registering new patrons, shelving materials for next patron to discover, sort and organize materials allowing efficient use of time, and library layout. Train new Library Aides, and Library Pages.

San Jose

Successfully completed Masters in Library Information Science. Degree conferred December 2022.

San Jose, Ca

- Handcrafted, artisan marshmallows in flavors such as: chocolate, raspberry, cinnamon, vanilla, lavender, rose/pistachio, banana/coconut, s'mores, rocky road, and custom flavors.- Make all purchase and selling decisions pertaining to ingredients, supplies, new product introduction, and budgeting.- Do everything owner does to realize a successful business.- Over seven years experience in:product developmentproduct managementmarketingsalespromotionssocial media marketing

Menlo Park, Ca

- Technical liaison with Engineering, Product Development and Marketing teams for current and future product functionality and features from a customer perspective.- Provide technical support for customers via chat, phone, and email.- Give guidance and an escalation point for technical issues, procedures and standard troubleshooting practices for Customer Support globally for new and existing products and services.- Establish internal and cross-functional processes and systems to drive the reduction of incident resolution time and customer effort.- Provide data and customer intelligence on product issues for Engineering, Product Development, and Product Marketing teams with analysis of frequency and customer impact.- Providing solutions to technical problems experienced by our users.- Create internal JIRA tickets as necessary to report and track bug issues.- Work closely with all teams from Product Development, to Marketing, to Administrators to provide best in class support to minimize frustration and confusion for our users by reviewing marketing documentation, and offering suggestions to improve quality of service through new features, or improvement of existing features.

San Jose, Ca

- Managed Project creating documentation that directed the Technical Assistance Center and Service Supply Chain in supporting customers on the $3.3 billion acquisition of Tandberg ensuring replacement product would meet customer’s needs and expectations.- Point of contact across multiple teams including: Business Units, Service Supply Chain, and Logistics.- Lead meetings among various functional groups, driving action items to closure while communicating status to management.- Communicate across multiple teams to drive resolution to problems regarding replacement path, document content and format.- Responsible for integration coordination of Service Plan for $6.9 billion acquisition of Scientific Atlanta

San Jose, Ca

- Proactive and On-time Project Management. Created Service Plans, requested equipment allocations, and assisted in creation of training materials to ensure that the Technical Assistance Center was prepared to handle customer issues prior to product launch. - Customer Advocacy Support Readiness for new and upgraded HW/SW product from early engagement to End of Support.- Work with other cross functional groups to ensure service contract, sparing strategy and other services available at product release.- Tracked 40+ simultaneous projects using various internal and external tools such as Excel, MS Office, and Mercury Interactive.- Collaborate with various Engineering/Marketing/Cross functional groups to ensure CA readiness.- Communicate project status to internal and external stakeholders on a monthly, and as needed basis using blogs, Access, Powerpoint, and Sharepoint.- Provided support for up to five Product Supportability Engineers.

San Jose, Ca

- Provided technical assistance to end users via phone, and email.- Directed personnel to replace equipment at customer site to ensure the network worked properly with minimal interruption and downtime.- Responsible for the successful fulfillment of the Service Level Agreements for Cisco Premium (2 and 4 hour) and SMARTNET (next business day) service contracts.- Addressed all customer concerns with regard to service delivery, assessed the priority of their problem, and provided appropriate technical solutions to customer issues.- Coordinated and managed dispatching of Third Party Maintenance and Logistics vendors to deliver required Cisco Hardware and Field Engineers to customer locations globally.- Managed and supported Field Engineer performance of remedial (repair), network upgrade and new site installations.- Routinely dealt with critical ‘hard down’ network problems and ensured rapid service recovery to meet Cisco’s contractual agreements.- Developed process improvements to achieve and maintain high customer satisfaction goals.- Performed crisis management of multiple projects and customer issues of varying complexity.- Trained and supervised entry level Customer Support Engineers and Field Engineers on hardware and software fundamentals of Cisco products and team processes.

San Jose, Ca

- While part of VISE, created a team as part of a successful pilot program that was responsible for increasing customer satisfaction through communicating with end users and network administrators verifying solutions provided by Technical Assistance Center personnel met, or exceeded expectations.- Assisted in creating team roles, responsibilities, expectations, policies, and procedures.- Gave direction in the creation of tools used to measure and track data for the team.- Communicated data regarding trends in the team’s workload, and communicated the trends to management keeping them fully updated.- Reduced Customer Support Engineer’s Service Request backlog allowing the engineer to devote more of his/her time finding a resolution and increasing customer satisfaction.- Trained Virtual Internetworking Support Engineer personnel with TAC Operations Analyst responsibilities decreasing time to resolution.

Palo Alto, Ca

- Provided exemplary customer support and sales answering incoming phone calls.- Answered customer concerns and processed orders for catalog based business software sales.- Cross trained to support sister companies in check and invoice printing assuring proper layout, design, and grammar used when placing order.

Master Of Library & Information Science - Mlis, Library And Information Science, 3.978

Bs, Business Admin: Marketing

Master'S Certificate, Project Management

Education record

Master Of Library & Information Science - Mlis, Library And Information Science