Building, deploying and maintaining 45+ geographically dispersed sites including project management of vendors and Colos dispersed across the US and Canada.Troubleshooting dark fiber, cross connect, DWDM, host, and network devices (Jupiter and Cisco) including 24 hour on-callsupport, and first responder for any network, power and ventilation issues.Supporting the Cloud Front team in the procurement and deployment of materials across 45+ sitesInstallation of direct connect, border and transit services in POP sitesSupervise the ordering and maintenance of cross connects within multiple ISPsManage creation of cutsheets, rack elevations, power diagrams in order to support sites remotely

• Conduct all responsibilities as set by Tier 3 Operation Manager, Consumer Services to provide world class support to both internal and external customers.• Apply SCEA Tier 3 technical support processes, practices and protocols to fully investigate, diagnose and resolve consumer issues of various incidents via email, telephone call, letter or chat.• Apply SCEA Tier 3 agent performance metrics for managing work load and productivity to email, calls and chats.• Effectively communicates to team and Tier 3 Operation Manager in a productive and constructive way in a stressful environment. • Responsible for sharing, updating and documenting all acquired knowledge concerning problem resolution with appropriate Sony personnel and groups, per outlined processes and procedures.• Working with the manager, contributes to any known or developing problem scenarios when requested. • Participated in problem re-creation and general, guided failure analysis in order to provide resolution processes and ensure optimized levels of consumer satisfaction.• Utilizes main CS systems (e.g., Echopass , Lucid Siebel, SEL SIS mainframe, JIRA, PSN/ CST tools, MTC online resources and possibly systems, etc.) to support role objectives.• Provides input to direct manager to enhance the customer experience.• Handle Tier 3 Help Desk contacts, emails, chat and/or letter support in order to meet CS performance objectives in both English and Spanish. • Web RMA processing and service center exception handling to ensure effective and efficient consumer product exchanges.

=Google Play Store Support (Tier 3 Agent) Utilized multiple call center support applications to efficiently assist customers and agents. Managed multiple priorities and maintained effective results in a quota driven workplace. Exercised strong interpersonal communication skills with customers and department personnel Handled a high influx of inbound calls within a dynamic call center environment Demonstrate best judgment in the disbursement of adjustments and credits

 Set up networks for business and home users Repair broken hardware for laptops, desktops, cell phones and tablets Repair corrupted operating systems Remove viruses and spyware Repair cell phones Apple and Android Maintain a happy and satisfied clientele

 Hired and trained employees and groomed them for growth opportunities within the company Responsible for obtaining the monthly budget and daily goals and queue management Translated for Spanish speaking customers that were not fluent in English

Geek Squad Tech Support including handling Windows 7 and Mac OSX installation. • Install new hardware, software, and operating system updates on client’s PC and MAC OSX• Identified and solved technical issues with a variety of diagnostic tools.• Personalize resolution to fit the needs of individual client's problem• Documented repair notes on findings and client notes to ensure proper repair of unit• Provided individual client consulation and education on maintence of technical devices like: computers, tablets, and smart phones• Sales Constultant in Personal Computers, Tablets, and Best Buy Mobile