Phoenix, Arizona, United States
Highly-qualified and performance driven information technology and customer service professional with over 18 years of experience. Proven team leader with specializations in Windows and Linux server configuration, troubleshooting and administration, Internet application services technical support and customer service and retention.
Management and coordination of all aspects of operations for the 24/7 technical support and customer service personnel including interviewing process, agent development, scheduling workload utilization and department metrics. Improved technical support department productivity and eliminated redundancies by instituting new training procedures and implementation. Customer issue escalation guidance, prioritization and coordination of elevated resolution procedures. Assisted in employee career growth by providing guidance with short and long term goals, providing monthly assessment plans, and by engaging in mentoring sessions. Coordination with other departments (Server Operations, Network Operations, Billing and others) to help create a mutual understanding of current and potential support needs of client-base. Maintained and monitored metrics for all phone, email and chat inbound customer contact points to ensure interaction quality, service levels and the identification of any deficiencies. Coordinated all customer outage communications pertaining to server, web, email and database application services.
Install, configure and support of technology solutions on Windows and Linux platforms hosting web, email and database applications, while maintaining security patches, antivirus updates, backups, monitoring and performing routine server maintenance. Management of multiple server environments with the utilization of monitoring and profiling tools to ensure the server's optimum performance and critical system outage avoidance. Server and associated web, email and database service migration project management. Provided web, email and database issue escalation point for Technical Support Lead personnel.
Provided Windows and Linux based web, email and database issue escalation point for Technical Support Agents to ensure the resulting favorable customer satisfaction experience. Assist Technical Support Manager with daily training exercises pertaining to web, email and database issue troubleshooting. Identify potential customers needing additional products and services the company provides and coordinate appropriate information to Business Service Specialists within the company. Worked closely with Technical Support personnel to achieve the highest degree of customer service, quality control, and productivity. Assisted with restoration and data retention needs and requests by the customer for web, email and database services. Secondary level of inbound customer interaction and support for web, email and database services issues and troubleshooting.
Managed and maintained all aspects of network hardware and software. Assembly, maintenance and repair of all servers and workstation hardware. Installation of Ethernet connectivity infrastructure. Maintenance and troubleshooting of all LaserJet and Inkjet imaging systems. Assisted in company policies and protocols for personnel relating to computer usage and assignment. Developed process for new employee orientation and access to network resources. Assisted in procedural processes of AutoCAD configurations. Coordination and scheduling of all products, services and technical specifications needed to facilitate procurement. Negotiation of pricing, availability and distribution of services to improve cost productivity, quality and shorten lead time. Incorporate and document process improvement opportunities into daily activities. Managing sourcing personnel in developing critical material and supply delivery. Develop longer term, and practical approaches to management and report ability of services. Software license compliance practice and deployment procedure of all workstation and server software applications. Management of all on-site and off-site backup and archival systems. Setup and allocation of company PDA, cell phone and related data services and documentation. Developed MS Access delivery billing database. Assisted in design and layout of company marketing materials. Setup existing SQL Server databases and maintenance schedules. Configuration of IIS for setup and programming of the company website and intranet resources for employees and management.