Sales Technical Support

Todd Miller

**** ****** *** **** ***** Springs, FL 33067 908-***-**** *************@*****.***

Education

B. A. - Communications and Emerging Media Graduated December 2013

Lynn University, Boca Raton, FL

GPA 3.08

President of Hillel- A national organization that promotes and facilitates social, cultural, community service, education, and religious programs for Jewish students on Lynn University's campus.

Certifications

IT Fundamentals FC0-U51

Work Experience

Sage Outsource Solutions March 2016 - Present

Customer Care Representative

Answered Sales and Technical support calls for Citrix GetGo products including GoToMyPC, GoToMeeting, GoToTraining, and GoToWebinar

Answered Sales and Technical Support calls for Grasshopper

Technical support includes but not limited to: remote access into customer’s computer, checking internet speeds and viability, installation errors, uninstall/reinstall assistance, website bugs after launch of new website, how-to training sessions via GoToMeeting or GoToWebinar

Subject Matter Expert

Assisted newer agents with product knowledge questions during and in-between calls.

Focused on agents potentially struggling with longer than expected call times (i.e. over 30 minutes)

Assisted agents with closing out cases quicker and how to fill out cases while on the phone with customers and being able to efficiently multi-task without taking attention away from the caller(s)

Monitored agents’ tNPS scores, and focused on the agents who were struggling, on how to improve the customer’s experience on the phone to improve their scores.

Wrote up detailed reports on agents that I shadowed due to poor tNPS scores for upper management to review.

PSAV January 2016 – July 2016

Audio Visual Technician

Set-up and struck conference rooms either as a team or individually depending on the size of the job

Set-up lighting, speakers, projection screens, and/or video projectors when needed

Make sure all equipment is stored away efficiently and in the correct location

Delray Beach International Tennis Tournament February 2016

Film Crew for Local TV Station

Filmed and photographed matches, surrounding areas and spectators

Set up and struck video and audio equipment

Edited multiple videos for in-stadium use as well as YouTube

The Learning Experience- Boca Raton, Florida December 2013 - July 2015

Video Editor

Filmed and edited experience in timely manner within deadlines

Utilized editing software such as Adobe Premiere Pro, Final Cut Pro, and Motion 5

Produced tutorial videos for employees and educational videos for youth

Shoot B-Roll for use in tutorial and marketing videos

Set up lighting, audio, and video equipment for use in video shoots, and/or voice over recordings

Set up and handled all live Microsoft Lync training calls

Storm Tight Windows- Boynton Beach, Florida Summer 2013

Sales Associate

Learned and utilized sales pitches

Recruited sales leads through various channels of sales techniques

Worked and traveled with a team of nine other sales associates and individually

Volunteer

Lynn University videographer for select sporting events; school soccer and basketball games

Immaginé Productions- Videographer for local production company

Presidential Debate at Lynn University- Rate Card Runner

Best Buddies- Support students in personal involvement on campus

M.L.K. Center- Coordinated after-school activities and homework sessions

Community Food Bank- Stocked shelves and packed for distribution

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