Tech Resume

Title
Tech

Primary Skills
A+ with Management Experience

Location
US-KY-Louisville

Posted
Apr-04-09

PERSONAL PROFILE
I am a talented, resourceful, and motivated individual with years of customer support expertise. I have a strong work ethic and find helping others intrinsically satisfying. Though I have spent much of my professional career in leadership positions I am also an effective team member. My self motivation, patience, attention to detail, and passion for learning new things have been a great benefit to my former employers and key to my personal success. I enjoy taking on a good challenge especially when I have an opportunity to learn new skill sets and enjoy sharing what I have learned.

EDUCATION

Masters Degree University of Louisville, Louisville, KY, 2005
GPA: 3.794

BS Degree Ohio University, Athens, Ohio, 2001
GPA: 3.69

PROFESSIONAL EXPERIENCE
Insight Communications High Speed Internet Supervisor - (April 2006 -- January 2009) As a supervisor I was directly responsible for as many as 24 technical support representatives and at times oversaw the entire floor (100+ TSRs at a time and the department had more than 300 TSR working it). My department focused on trouble shooting and fixing the broadband product and the phone product.
o My duties as a supervisor included:
• Quality assurance and customer service
• De-escalation of irate customers
• Resolving corporate escalations
• Reporting, tracking, and trending network outages along with coordinating with the network operation center to resolve such issues
• Hiring and dismissing work force
• Accounting for accurate attendance
• Accounting for accurate timesheets
• Coaching techs on various metrics set by the company.
• Giving direction for resolving complicated issues with troubleshooting
• Training team members on changing technology or procedures
• Crisis management especial as the company left the AT&T backbone and became a standalone internet service provider
• Documented disciplinary conversations with employees
• Conducted daily and weekly meetings with as many as 18 individuals at a time
o Personal Achievements:
• Developed a knowledge base used by a special group of TSRs which focused on supporting customers that chose to contact us through email
• Spearheaded a study of call types with a cross reference to call volume which allowed Insight to capitalize on the customers needs and expand their support parameters. This study also provided the company with projected numbers which they were able to be used during negotiations with other companies in order to increase their support of the new product along with dropping the price of the equipment that we were purchasing.
• Represented the department during potentially heavy customer impacting maintenance and during maintenance that could jeopardize the effectiveness of the call center.
• Received the Team of the Month award 3 times which acknowledged great customer support and achieving efficiency beyond expectations
• Trained the entire department (over 200 TSRs at the time) on how to increase accuracy on call trends
• Improved company revenue by continuing to raise the bar on sales for the team and continuing to make the deadline.
• Supported over 8000 customer a day on a regular basis
• Increased team efficiency by reducing the average call length from 15 minutes to 9 minutes while improving soft skills and increasing the number of sales

Technical Support Representative - Insight Communications (July 2005 - April 2006)
o My duties as a TSR included:
• Supporting customers over the phone, over email, and through our chat program.
• Provisioning equipment hardware, getting customers online with whatever equipment they were using, and assisting with the email we provided
• Educating customers in order to reduce call backs
• Supporting other TSRs in a lead type position in order to reduce the work load on supervisors and increase TSR troubleshooting efficiency
• Training new TSRs during their first 2 weeks on the floor
o Personal achievements:
• Received a certificate of perfect attendance
• Received an above average (6+) number of customer compliments each month
• Proved myself competent by the 3rd day on the floor and did not have to work with a trainer
• Proved myself trustworthy and was placed on a shift with little to no supervision

U of L Metropolitan Computer Lab Manager (August 2003 - August 2005)
o My duties as Manager included:
• Balancing the staffing needs of the lab with the fixed budget and maintaining a working schedule to ensure there was enough coverage to assist patrons with their needs
• Training team members to assist patrons with any computer needs and ensuring that all patrons are accounted for
• Training team members to ensure the functionality of the stations along with keeping the area tidy and maintaining the lab's positive reputation
• Budgeting to ensure that the lab had enough money to cover employee costs, equipment upgrades, and general upkeep of the facility
• Reported to the director of the libraries on a weekly basis to discuss the quality of service the lab was providing, the functionality of the facility, and the number of patrons we were able to attract to our area.
o Personal achievements:
• Despite the lack of an expanded budget, I was able to balance our funds in order to replace all the computer equipment and expand the number of work stations. Though due to some major changes being made to the building and the possible relocation of the facility the purchase of new equipment was placed on hold and was left to my predecessor.
• My first day on the job the entire building was hit by the blaster worm, yet I was able to stabilize my entire department without closing down and had a new image up the next day with security updates and software which the department had neglected to put in place. From that point I worked closely with the school's information systems department to ensure the stability of the network and computers and made sure that my employees also new what to do incase of any future outbreaks.
• Due to computers being added to the dorm rooms the year before the number of patrons taking advantage of the lab was slowly dropping. We were able to reverse that trend by maintaining a clean, safe, up-to-date, and inviting area for people to do their research, work on their homework, and write their papers.


ADDITIONAL WORK EXPERIENCE

• I have been contracted to lead a team of technicians in the PNC Refresh Program. My duties include: joining conferences prior to install date for briefing, contacting team members prior to install to confirm time and location, inspection of all shipped material, reporting arrival and departure times for each tech, maintaining communications with headquarters, reporting progress periodically throughout the install process, reporting any unforeseen issues on site immediately, suggesting fixes for on site issues, keeping the team on schedule.
• I have also been contracted to setup networks and network devices in homes and small businesses. Some of the networks included: setting up various forms of security on the wireless network, setting up wireless repeaters to extend the signal, and setting up wireless security cameras to monitor specific areas which would stream video to a server and send email when specific conditions were met.

COMPUTER EXPERIENCE

• Assembled my first desktop in August of 1999 and assembled my first laptop in June of 2003
• Designed, upgraded, and assembled countless systems since 1999
• Utilized each version of Microsoft Windows from 3.1 to Vista, including each version of Microsoft Office suite since 2000
• Compiled and utilized deferent varieties of operating systems including various Linux distributions. I am most familiar with Gentoo and Debian though I have worked with Red Hat and Fedora
• Approximately 160 hours with OS9 and about 250 hours with OSX
• Designed web pages using HTML, XHTML, CSS, Dreamweaver, FrontPage, and SharePoint

OTHER EXPERIENCE

• Repaired small electronics starting in 1997 and have repaired: power invertors, record tables, laptops, ipods, engine control units, stims, microphones, headphones, speakers, network routers, radios, cd players, TVs, VCRs, audio effects processors, game controllers, and monitors.
• Experience working in a machine shop. My father owns the company and I started in 1991. I have experience running band saws, grinders, belt sanders, drill presses, lathes, and mills. I also have experience with MIG welding.
• Experience setting up and running audio/video equipment. Have setup recording studios in homes and have trained individuals on how to run the equipment. I also taught lessons on how to record, process, and bounce audio through various software applications.

CERTIFICATIONS

A+
Currently working to obtain the following certifications: Net+, CCNA, Linux+, Security+, and Project+

HOBBIES

Organic Gardening
Fishing
Music
Automotive Repair

Certifications
A+ and will soon be taking Net+


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