High School Manager

Alexander Gutierrez

Email: abpiay@r.postjobfree.com

Address:

City: Austin

State: TX

Zip: 78754

Country: USA

Phone: 512-***-****

Skill Level: Any

Salary Range:

Primary Skills/Experience:

Objective: To obtain a position with an established company that premotes from within and offers a stimulating work environment.

Strengths: I have experience working with an organization that provides a professional and personal challenge as well as growth and development. I work effectively with others and need little to no supervision. I am capable of adapting to change and possess strong soft skills and troubleshooting skills. I am self-motivated and strive to exceed.

Educational Background:

High School Dipolma from Austin Community College, Austin TX 1/2001 to 12/2001 (Computer Science)

High School Dipolma from William B. Travis High School, Austin TX 1/2001 to 11/2012

Job History / Details:

Executive Summary

Objective: To attain the position of Sr Tech Mgr-Centers Tools & Technology.

Strengths: I have experience working with an organization that provides a professional and personal challenge as well as growth and development. I work effectively with others and need little to no supervision. I am capable of adapting to change and possess strong soft skills and troubleshooting skills. I am self-motivated and strive to exceed.

Core Qualifications

Staff development

Proficient with MS Office

Dashboard administration experience

Strong verbal and written communication skills

Experience with Avaya, Symposium and Rockwell

Capable of working independently, multi-tasking and detail oriented

Experience in problem solving and working in a fast paced environment

Experience with call center technical support

Professional Experience

April 2000 to Current

AT&T Mobility Austin, TX

Manager NCCO

Monitor the Informiam Dashboard for any impact to queues or centers from any outages including call center evacuations, SIR impacts, weather impacts, telephony or system outages that may negatively affect these queues.

Validate and process new user and password reset requests for Avaya, Symposium, and Rockwell Enterprise Administrator systems.

Manage all outages impacting Consumer Mobility call centers from application/system issues, GSM/UMTS/LTE network outages, as well as Call Center impacting outages from weather events, fire alarms, power outages, and other issues affecting agents' ability to occupy the facility.

Generate End of Day statistic and Daily Outage compilation reporting for senior management.

Participate in new center and new call type launch calls for all Consumer Mobility call centers.

Monitor and adjust toll free allocations for all Mobility Consumer call types based on additions or removal of call centers for specific call types based on business requests.

Document and create standard operating procedures for new processes managed by the NCCO team.

Adjust Collection thresholds as necessary to assist with volume between Consumer Collections and CSE.

Activate emergency messages to assist with offloading volume during periods of high call queues.

Create and distribute maintenance notifications to alert the field of upcoming work activities, reducing calls to the ITO Service Desk regarding apparent outages.

Manage notifications and appropriate messaging and system monitoring for Billing system upgrades.

Finalized Event Notifications by tracking root cause, duration and pain factor details.

Train and mentor new hires.

June 1994 to February 2000

Frans Austin, TX

Manager

My responsibilities included managing day and night crews.

Running and maintaining the store location.

I effectively planned and coordinated work schedules as well as anticipate rush hours to provide a positive customer experience.

I was in charge of bookkeeping, processing payroll, and depositing funds in a commercial bank account.

I made sure equipment was maintained and functioning in order to operate and create an atmosphere to suit our customer needs.

Education

Austin Community College Austin, TX

Computer Science

William B. Travis High School Austin, TX

High School Diploma

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