Staff Writer and Editor Confidential 01/2006- Present Create, write and edit graphic novel storylines for Aquaryus Entertainment. Organize sales, marketing, printing and life cycles of all products. Maintain quality expectations and work deadlines. Attend and facilitate business meetings and networking gatherings. Outside sales of products to direct market mediums. Serve as point of contact for client and employee offers.
Tier I Help Desk Support Confidential 8/2009-4/2010 I received tier I trouble calls for WMATA end-users, estimated 2000 end-user base. I Troubleshoot software and hardware issue via verbal coaching or remote log-in. Resolved issues effectively and provide outstanding customer service to end-users, using First-Call Resolution protocol as well as effective probing-question techniques. I was responsible for changing passwords for MS Exchange, Active Directory, Novel Group-Wise, multiple PeopleSoft clients, and intranet-net clients. I downloaded software or equipment drivers for installation or reinstallation. Also I Tested customer software and driver downloads for effectiveness. Coaching and educating end-user on PC and software usage, such as MS Products, and approved software via online help source, were also apart of my responsibilities. I Logged Trouble tickets via Ticket It, Remedy 6 or MAXIMO, and also managed and tracked Trouble-ticket life cycle or hand-off to proper tier II or advance departments. Coordinate and facilitate customer escalations as well as effectively and expeditiously resolved their technical or software issues or inquiries.
Help Desk Support Specialist I Confidential 06/2008-4/2009 I was responsible for providing Level 1 Help Desk support and internal ticket management. I was responsible for answering, evaluating and prioritizing incoming telephone calls, email, voice mail, and in-person requests for assistance. Track open issues, ensure resolution is in progress and customer is aware of the status. Ensure customer needs are met in a courteous and professional manner. Communicate status to management and other technical staff as required or based upon the urgency of the ticket. Generate basic reports to management, showing open/closed tickets. Create departmental and team procedures and work procedures as needed or outlined by management. Prepared and updated technical documentation for the Help Desk and other supporting groups. Provided assistance for IT Projects within the Help Desk. I performed basic ad-hoc and end-user software support (Outlook, Microsoft Office, and Internet Browsers, etc.). Ensured the Helpdesk-controlled IT assets were being recorded in the database, managed by the property custodian, and accounted for during our yearly inventory.
Freedom Point Customer Service Representative Confidential 06/2009-08/2006 Handled inbound credit debt inquires. Provided debt management and counseling to clients via debt consolidation and financial analysis. Resolved client account issues by providing accurate and professional information. Managing client accounts by accepting payments, updating legal and personal information, assisting with changes and deletions on accounts. I served as the point of contact and negotiator between clients and credit collection entities.
National Business Account Liaison/Senior Customer Universal Service Representative (Promoted) Confidential 06/2003-10/2005 Served as single point of contact to national business account contacts. Identified as subject matter expert on invoicing and reporting billing; research and resolve all facets of products. Manage complex tasks and resolve Departmental issues. Supervise up to 20 customer service and operations representatives. Determine, administer maintain adherence/offline databases. Achieve, maintain and exceed company productivity and quality statistics and goals. Provide monthly, quarterly and annual productivity reports. Provide support to the sales channel. Direct negotiation and day-today management of Business Customers. Relocation of our Corporate Customer in our different billing systems (supporting our EZ Move process). Maintain billing records and also required to interface with other internal departments. Proactive customer contact. Maintain tracking systems (commitment database, customer activity, exception database, and credit requests). Serve as point of contact via the Business Support Center queue by managing customer billing and service inquiries. Meet or exceed statistical goals in areas such as: qualities, calls per day, hold time, idle/wrap up time. Meet or exceed statistical goals in the areas of quality including monitoring, remarking accounts, and transactional accuracy, Support administrative responsibilities including: processing price plan analysis, reworks, spreadsheets, mail and escalated call scenarios. Submit, develop, and initiate proactive ideas and proposals for improving yourself and the department. Utilize effective call handling and communication techniques to meet quality standards, partner with Supervisor and Teammates to build team cohesion. Conduct Tier 1 2 troubleshooting, while also maintaining an open mind, willing to explore alternative options.Work closely with troubleshooting data devices. In addition work with other VZW departments, including, but not limited to: Marketing, Legal, Federal Contracts Proposals, Operations, Network and Data Support.Also work on the deployment of future VZW and FCC initiatives.
Customer Service Representative (Honda Finance Account) Network Tech I Confidential 04/2002-06/2003 Received inbound calls, taking customer inquiries for Honda automobile and accessory brochures or owner manuals via Edge Client Application. Resolved customer inquires in regards to automobile financial quotes, M.S.R.P (Most Suggested Retail Prices) financial promotions and dealer locations for Honda model year automobiles. Maintain and disseminate up to date technical, mechanical and revised knowledge of Honda polices. Answer and log customer suggestion or grievances, respond to customer email or voice mail inquires. Respond to customer request for reimbursement for Honda recall campaigns, which includes determining validity of reimbursement request. Calculate and approve reimbursement amount via viewing customer and dealer receipts, and records. Document data via Honda CSR (Customer Relations System) and CICS database. Responsible for responding to automatic network alarms, customer trouble calls. Notify vendor of network outages via Remedy trouble ticket generation and . Provided resolution of network trouble calls. Report all findings to appropriated service centers or higher technical expertise. Support Field Ops with regular and accurate updates.
Technical Consultant (Nextel Project/Atlas Support) Technical Consultant (Net Tel/Provisionary) Confidential 08/200-10/2002 Second level support for Nextels in house ATLAS program, includes knowledge of ORACLE (purchasing system) EMPAC (work orders and tracking) POWERPAC (backup database and drives) Provide expedient resolutions to serve and backup server outages, or networking and data problems with ATLAS systems. Coordinate and correspond with various Nextel in-house departments as well as vendors and contractors. Update ATLAS database security by monitoring and implementing security procedures. Track Nextel cell tower equipment in warehouses, such as base radios, antenna, etc, as well as coordinate the construction of cell sites. Implemented the order process for local, dedicated, and switch products for Net-Tel Project. Coordinate the delivery process of telecom circuitry to the activation of circuits. Perform full life cycle provisioning/tracking for all voice, data, and long distance orders in eastern and western regions. Interface effectively with various departments and organizations throughout the FTS service delivery process, including operations, terminal (NOC) and activations group (Translations). Ensured on time circuit deliveries and logical activations (Turn-Ups) and assist with LNP (Local Number Portability) problems by checking NPAC and performing test calls. Escalated all net work issues to tech support. Assisted in scheduling all internal dispatches to set up customer CPE. Trouble shoots all Switch Voice, Frame Relay, and ATM orders for all end-users to resolve trouble tickets according to established SLA. Enter IP, VPN, Data, Internet, and Voice orders into TBS. Work with programmers and end users to facilitate interim process for TBS, LNP a, Celli codes, CNAM and LIDB database. Assist and development of electronically sending ASRs and LSRs from TBS to BDS Telis and Caesar.
Customer Care/Trouble Tech RepresentativeProvisioner 3 (Voice Data) Confidential 08/1998-08/2000 Provide Prompt, and Courteous assistance to all Customers, Sales Representatives, and Agents of Espire Communication. Respond to Customer request by generating orders for service and equipment additions/deletions or changes (MAC) Responsible for inputting these orders via Remedy and Oasis applications, as well as tracking order and corresponding between the customer and Provisioning departments. Update Customer on Order status. Confirm order completion via FOC's in Eastland Application. Interface with Espire Switch Tech. and Resale LEG Tech. (USW, BA, SWB.Bell South) for resolution of Service and Equipment Trouble Calls. Provide expedient resolution and status of customer Billing inquiries via the use of Arbor OM/BP application. Knowledge of Open View, Network Protocols; FTP, TCP/IP, POP3, and HTTP. Provision circuits for local T 1-3, DS 1-3, OS 12-48, Frame Relay, and ATM services. Completion of required ordering process to ensure service order integrity of the appropriate ILEC. Perform order review and entry into Espire provisioning systems. Prepare and submits ASR's/LSR to meet both on and off-net requirements Provide formal FOC documentation to implementation team Coordinate corrective order supplement for engineering and field Coordinates expedite and after-hour conversions via NPAC group. Tracks order through entire provisioning process and provide ongoing updates where applicable Escalates LEC/ADS Customer issues and concerns Ensures system integrity through updates Resolve Trouble Ticket Escalations for DNS, FTP problems as well as ADS and DSL customers by corresponding and troubleshooting with Vendors, Switch and Node Techs. Maintain Industry knowledge/terminology. Interfaced with internal databases i.e. Microsoft Office, Eastland, Remedy, Open View, Quber, Cybergate Thin Client, Windows NT, UNIX as well as LEG database. GTE Wise, etc.
Systems: MS Windows (9X, NT, 2000, ME, XP, Vista, and 7) Software: Acrobat, FileMaker Pro, Ghost, Internet Explorer, Mozilla, Netscape, Works, WordPerfect, MS Office Professional Suites 200-2010, Photoshop, HEAT, PeopleSoft admin , Lotus 123, Omni-Pro, FoxPro, West, Melon (LAN) Remedy, Proposal Writer, Conflict Resolution, Lotus Online, Arbor Om/BP, Eastland, Oasis, CD Bills, EUR applications, Open View, TCP/IP, POP3, Queber, Bell LENS, SWB-Tool Bar, GUI Systems, LIDB, U-Command, TBS (Telecom Business), Clarify E-Fax, ATLAS, Track-It, PeopleSoft, HRMS, and E-Directory. Hardware: Cisco IP Phone System (ACD), Avaya Phone System (ACD), Dell, HP, Sony, Panasonic, Toshiba, IBM workstations/ laptops.; HP, Xerox, Ricoh network printers.