About me:

Fred A polished professional adept at analyzing data, software deployment. Proven

history for coaching and developing world-class support technicians. Out-of-the box

Harper thinker with natural talent to motivate and innovate with interdependence and

integrity.10 years of troubleshooting cloud based and Mobility cloud based solutions,

Mobile and Web Applications.

1428 Waterstone Place

EXPERIENCE

San Ramon, CA 94583

Customer Support Manager - LOYAL3 Holdings, Inc.

San Francisco, April 2014 – September 2014

510-***-****

Responsible for a team of 12+ outstanding Customer Service Representatives.

acgoh9@r.postjobfree.com Successfully leading, coaching, and developing my team to provide white-glove

customer service experience. Fostering an environment that promotes the highest

level of service to all LOYAL3 customers, to ensure total customer satisfaction. I

have strong communication, presentation, and influencing skills. Proven experience

in Call/Contact Center Management with Broker-Dealer environment with regulatory

oversight and compliance requirements. I deployed cloud –based contact center

software to maximize business performance by analyzing customer interactions and

agent activity. A SaaS that offers a single, global queue in the cloud for centralized

voice, chat, email, social media, routing, scripting, recording and web call back

customer interactions . POC for all PBX, ACD, CTI, IVR and other call center related

technology issues. Administrator for all call roughing stratifies and reporting stratifies

with Transera cloud solutions.

Accomplishments

Created and directly managed special projects, and reports for my team.

Identify internal and external training requirements for success.

Provide the team with clear expectations, consistent direction, coaching and

feedback

Develop and Sustain Technical KPI/SLA framework and reporting

Experience working with network & telecom vendor equipment

Contact Center Support Supervisor for Google, Inc. - Milestone

Technologies

Mountain View, CA November 2012-Febuary 2014

Responsible for interviewing, hiring, and supervising a team of Tier 3 agents who

supported external customers on all facets of a high-tech products and a support

team for both software and hardware via remote communications (phone, email,

chat, and social media, etc.). Effectively worked with several internal engineering,

product teams, and managers to develop solutions to streamline processes.

Delivered Google product SME training for call center agents.

Accomplishments

Completed Google Certified Trainer through train-the-trainer program

Approved knowledge base articles, troubleshooting guides, how to guides, and

desktop toolkits developed and improved technical content.

Built new processes to provide the complete end to end user support system -

setup, support, escalation, and RMA procedures.

Chrome OS Support, for Google, Inc. Milestone Technologies

Mountain View, CA November 2010- November 2012

The primary role is to assist external users on both technical and nontechnical

issues relating to their purchase of the Chromebooks and Chromeboxes. This

support is provided via email and phone and my responsibilities include responding

appropriately to customer escalations and ensure excellent customer satisfaction

while researching and reporting issues that Google needs for future releases.

Accomplishments

Joined the first team to ever support Chrome OS beginning with the pilot users of

the CR-48 and then later to products manufactured by Samsung and Acer available

for consumers to purchase.

In the first 2 years resolved over 1,400 individual cases and maintained a CSAT over

90%.

Instrumental in the review and discovery of bugs affecting the performance of the

OS.

Mobile QA Support Engineer for Assurion Vaco Technologies

San Francisco, CA August - 2009- February 2010

Communicated effectively between customers with solid judgment in determining

which issues require escalation to senior management. This included tracking all

issues found in bugged system logs and escalating all major issues Investigate and

assist in troubleshooting production environment issues providing 3rd Level support.

Linux enterprise support for global mobile application across multiple cloud data

centers including 24x7 on-call production support, training, mentoring, and

documentation development.

Accomplishments

Created technical procedures and documentation including operations, user guide,

run books.

Provide support for root cause analysis of major incident reviews. .

Managed all Field Escalations to prompt resolution.

Wireless device SME for Kaiser Permanente, Vaco Technologies

San Francisco, CA June 2008- January 2009

Engineered and deployed enterprise wide wireless mobile security solutions

to encrypt corporate data required to meet HIPAA requirements.

Evaluated and tested mobile hardware (BlackBerry, Windows Mobile

device, WAN Cards) and software (BES, One Bridge, Good, Trust

Digital) for proof of concept. Assisted technical training and

knowledge transfer programs for implementations and technical

support teams. Assisted with implementation processes, installation

guides functionality scripts for any successful POCs which moved

into production.

Accomplishments

Successfully launched the first wireless encrypted software solutions for Kaiser

Permanente.

Arranged training for engineers to support new solutions for wireless data

encryption.

Interfaced with hardware and software vendors for validation of product functionality

according to specs.

Wireless Mobile deployment for Google, STS International

Mountain View, CA September 2007-June 2008

This position was for mobile device account management, technology management

and national project planning. I was a key contributor in the creation and

implementation of process improvements. I executed multiple Cellular Migration

project events in multiple U.S. Google city campuses.

Accomplishments

Reduced internal work log from 2800 cases/trouble tickets down to 150 within a two-

month time frame.

Key contributor in the creation and implementation of process improvements for

deployment of new mobile devices for application testing and corporate email

integration.

Mobile Deployment Engineer for Cisco Systems, Inc., STS

International

San Jose, CA October 2005-September 2007

In this position, I was responsible for globally deploying 10,000+ Handheld devices. I

facilitated training sessions of the mobile devices, specifically focusing on

productivity and versatility of using smartphones and other mobile devices within a

corporate environment. I also provided Tier 3 Red Carpet support for executive

clients VP, SVP, Support.

Accomplishments

Interfaced with national and international carriers as a technical liaison for US

mobility.

Provided outstanding network administration and mobility user support for a variety

of diverse clients.

Helped develop carrier beta programs and development testing for internal Cisco

products.

NOC/Tech Support Representative, Good Technology.

San Jose, CA October 2004 – October 2005

Real time monitor of services and troubleshooting in a UNIX environment, I was

responsible for Tier 3 support for 200+ (SE) Sales Engineers and 5000+ clients

using Goodlink client and server. I also assisted Sales Engineers over the phone

with Exchange Server Migrations and Goodlink Server installation and provisioning

of mobile devices.

Accomplishments

Performed on-site technical support for top clients.

Established and managed customer relations to ensure customer satisfaction.

Trained Sales Engineers on all Good Technology products.

NOC Technician II, Nextel Communications Inc.

Oakland, CA February 2002 – October 2004

Coordinated and escalated problem resolution within other work groups (Technical

Services Group, Project Management Team, MSO, NSE and RF Eng.) and vendors

to drive to root cause and correct network problems. This meant creating and

managing service cases in clarify. Troubleshooting OC48, T3, T1 circuits, testing on

NIU or CSU and running multiple test patterns to isolate the issue and get the right

team involved to resolve issues in a 24x7 support environment.

Accomplishments

Trained all new NOC technicians.

Contributed to the negotiations of service contracts.

EDUCATION

Computer Training Academy, San Jose, CA 1997

Certification received for completion in Computer LAN Technician Program

SKILLS

SOFTWARE: Chrome OS, Microsoft Office (97, 2000, XP, 2003, 2007) Remedy,

Salesforce, JIRA-confluence, Service Desk, Windows 7 and 8.1, Windows Server,

UNIX, Linux, Mac OS, Microsoft Exchange Server Local Network Support (DNS,

WINS, DHCP, VPN), Windows Active Directory. Google Apps, Learning

Management Systems (LMS) file types: (ZIP, SWF, AVI, HTM and .rar AVAYA,

CISCO, TRANSERA

SUPPORT & QA TESTING: Chrome OS, Android, IOS, Blackberry Windows

Mobile device testing, Chrome OS, 3G, 4G various Wi-Fi networks, LAN/WAN,

experience in a Java/J2EE environments

10+ years of experience in 24x7x365 datacenters and infrastructure operations,

technologies, platform, SaaS technologies and/or platforms

5 -10 years of industry work experience as a project/program manager

Experienced in supporting smartphones (Blackberry, Droid, iPhone and iPad).

REFERENCES

Available upon request.

Contact this candidate