NICHOLAS A. AUSSEMS

520-***-****

Tucson, AZ

adx73g@r.postjobfree.com

Objective

A challenging career with a progressive, innovative company. The ideal position will offer diversity and continued professional advancement.

Skills & Abilities

attention to detail, aggressive problem-solving skills, and creative planning.

Experience

June 2002 – Present

Self-Employed, Awesome computing

Computer Repair, Training, Consultant, Network Security, Personal and Business Support

November 2018 To June 2019

Tele Sales VinoPro

Represented different wineries in California, selling wine direct to consumers.

(Under NDA)

JUNE 2017 – JULY 2018

Technical Support Supervisor, Comcast – Xfinity Mobile

Launched Xfinity Mobile, supporting a team of tier 1 and 2 specialists as well as the other teams in our site and other sites when needed.

On call 24/7, 365 days a year.

Traveled with little to no notice for up to 3 weeks at a time to provide training and support to the specialists and supervisors.

Had to be available to attend all meetings, outside of my scheduled hours, while traveling and on vacations.

Responsible for delivering performance reviews, 1 on 1’s, quality reviews, feedback, coaching, disciplinary actions whether onsite or traveling.

Developed specialists to meet the business KPI’s.

Monitored calls for quality and compliance, monitored call queues and volumes to identify trends or issues, engaged proper teams to resolve issues once identified. Took escalated calls, worked with our clients until a resolution was found.

Was available for the support of our specialists, supervisors, Operational management, clients 7 days a week via corporate cell phone.

Conducted interviews for specialists and supervisors, providing the hiring decision to HR.

JUNE 2004 – JUNE 2017

Senior Assistant Vice President, Citi Group

Pioneer of the new Citi site in Tucson, part of the first Fraud Specialist class. Account Manager in Sears FEW. I helped roll out Help Gate in Tucson, and was selected for the new NAV group.

Promoted to Sears Credit Retention 01/15/07. Was rated #1, nationwide, in the Retention Dept for the year of 2008. 06/2009. Handpicked to be trained in the Citi Mortgage Homeowners Assistance Team. Assisted homeowners in retaining their homes during financial hardship.

Promoted to Mortgage M.A.U., special project with tracking the calls to M.A.U. and sending out reports to all sites. Handling escalated calls.

Was selected for M.A.U. for Risk Ownership. Was selected to be an acting Team Lead for an Ownership collections and M.A.U. team.

Moved to the System Support Team: managing projects, RCSA audits, working a ticket queue, 4 of us supporting 3000 users across North America and Manilla, planning and implementing floor moves of employees and hardware. Troubleshooting and resolving computer and system issues.

Ran the Varolii dialer.

Testing of Citi software, software updates and COB.

Setting up new hires with system access and troubleshoot the issues that arise.

Develop and maintain relationships with other departments to help resolve complicated issues.

Promoted to Senior Assistant Vice President 04/14/2013 where I managed a team of as many as 31 collectors.

P.O.C. for our department’s trainings, managing as many as 60 new hires as well as my own team.

Certified Targeted Selection Interviewer, conducting new hire interviews, making hiring decisions.

2000 – 2004

TECHNICAL SUPPORT ENGINEER, KEANE / CONVERGYS

Provide technical support for Microsoft products in a fast-paced call center environment, with a strong emphasis on customer service and attention to detail. Support is provided via telephone and chat web-based applications.

Operating systems: assist customers in setup, and configuration of Windows 3.1, Windows 95, Windows 98, Windows XP operating systems. Setup of new hardware and software. Setup and troubleshoot networking and internet related issues. Troubleshoot problems and provide a resolution for the issue.

Applications: all versions of Internet Explorer and all versions of Microsoft Frontpage. Troubleshoot internet connections, and browser related issues. Designed and published web pages, troubleshoot websites and publishing, security and server settings.

1991 - 2000

CORRECTIONAL SERVICE OFFICER II SPECIAL SERVICES UNIT, STATE OF ARIZONA

Supervised and managed inmates, employees and visitors, customer service.

Used computer applications and performed internal investigations, prepared reports.

I was a member of the Search Team in the Special Services Unit conducting major searches in all state prison complexes for drugs, weapons and contraband, participated in monthly multi-agency intelligence meetings.

Conducted all random drug testing for my unit.

Education

University Of Phoenix – Tucson, AZ MCSE NT4.0

COTA Tucson, Az

Sabino Highschool

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