Analyst

Cheryl tankersley

*** ******* **. *********, ** *8214

980-***-**** • **.******@*****.***

KEY ACCOMPLISHMENTS

Migrated 4,700 blackberry’s to iPhones to save Time Warner Cable $285,000 in licensing fees to RIM

Migrated 7,000 laptops to iPads for Direct Sales Reps and Technicians to align Time Warner’s policy to Charters pre merger

Works directly with local I.T. enterprise wide and Apple to unlock bricked iPhones and iPads for terminated employees

Works directly with local I.T. enterprise wide and Recycle (recycling vendor) to collect old and damaged devices to be recycled for money.

Orders spare devices for replacement units for lost, stolen, damaged and disperse to local I.T.

As a team we saved 4.6 million in a six month period while achieving diligent contract negotiations with vendors such as Sprint, Verizon, T-Mobile, Blackberry, US Cellular, BlueGrass Cellular and AT&T

10 years in the Cellular industry with Verizon Wireless and 3 years as a Enterprise Device admin

Reviewed account for cost savings. Found monthly savings of $66,000.

Worked closely with multiple sectors supporting 1800+ iPads using AirWatch

KEY SKILLS AND COMPENTENCIES

Mobility Platforms including: CDMA, GSM, GPRS, EDGE, UMTS

Operating systems including: Windows XP, Vista, 7, MAC OS X

Experience in Mobile Device management and email with McAfee Security EMM console, Exchange and AirWatch Console, Good Messaging console, Remedy

Distributing enterprise applications for Blackberry, Android and iOS devices

Experience in updating mobile numbers in Active Directory.

Outstanding customer service skills as well as strong verbal and written communication

Proven ability to work in a fast paced environment while following with minimal supervision following existing policies and establishing best practices

Comptia A+ Certification, Course work in Networking +

PROFESSIONAL EXPERIENCE

AIRWATCH IPAD ADMIN, INSIGHT GLOBAL (CONTRACTOR FOR COMPASS GROUP) 06/2017 -present

Worked closely with multiple sectors supporting 1800+ iPads

Responding to Remedy tickets assisting users with login issues with AirWatch and company pushed apps

Assists with equipment orders making sure they have the correct Dep profiles for sector and department use

Pushing out approved apps and updating apps for users

Worked closely to ensure devices in medical environments adhere to company Hipaa regulations

Created documentations and shared in training other AirWatch support admins

Worked closely with app developers to ensure new updates functioned properly on iPads

Troubled shooting performed by email, phone and chat for users in Corporate role and Check in, Check out role

Tested and validated application function in the required profiles, new apps are released to the correct role

Responsible for tracking of device inventory in the MDM Cloud environment and performing audits of the AirWatch System

TELECOM ANALYST, SOFTWORLD (CONTRACTOR FOR BAE SYSTEMS) 07/2016 -06/2017

Worked closely with Tangoe Enterprise Mobility Solutions in support of 13,000 devices to optimize cost savings

Completely weekly HRIS feeds to Tangoe Enterprise Mobility Solutions to keep track of inventory.

Worked closely with multiple departments to disconnect 2200 zero usage lines and lines belonging to employees that left the company

Reduced data overages by $35,000 monthly by reaching out to high data users and educating them on how to reduce data.

By emailing users before the billing cycle was able to prevent data overages or keep to a minimum.

Reviewed account for unused international features and correcting features for users overseas to save $12,000 monthly.

Assisted with replacement and loaner devices and set up email using Good Messaging using Remedy.

Assisted with the payment of telecom invoices from over 200 sites.

Researched and corrected payment issues with carriers to ensure cable, internet and telephones service were current.

ENTERPRISE DEVICE ADMIN, TIME WARNER CABLE 07/2013 -07/2016

Setup, troubleshoot, replace and day to day support of 70,000 devices for 50,000 employees with a team of four.

Liaison between mobile vendors (AT&T, Sprint, Blackberry, T-Mobile Verizon Wireless, and BlueGrass Cellular) and employees.

Recommend the types of devices, tablets, data and apps accessed by employee-owned devices

Work closely with I.T. to architect, develop and optimize the mobile infrastructure.

Assist end users via telephone, e-mail with a wide range of questions, problems and requests with their iOS and other mobile connectivity needs.

Extremely resourceful, able to work independently or part of a cross functional team

Supports cost savings by reducing overages on minutes and data, suspending lines of terminated employees and finding vendors for the cheapest pricing on accessories.

Assisting users with setting up AirWatch on their company issued, and personal devices, troubleshooting issues, and de-enrolling unused and lost/stolen devices.

CUSTOMER SERVICE REPRESENTATIVE, VERIZON WIRELESS 10/2007 – 04/2013

Provided basic customer service for a high volume of primarily routine inbound telephone calls with the objective of selling new or additional products and/or services while providing customer satisfaction and retention.

Interacted with customers and company sales and/or service representatives to handle a variety of functions.

Answered technical and non-technical questions regarding company products and determines the status of returns, repairs, replacements, orders, delivery schedules.

Maintained records of returns, schedule changes, product enhancements or changes, and product pricing.

Resolved return credit problems

Handled billing issues.

Processed orders by telephone and handled correspondence from customers and representatives.

Quoted prices and delivery dates.

Responsible for closing the sale as appropriate, and receives sales incentives

Technical support I, verizon wireless 10/2006 – 10/2007

Provided basic to highly complex technical support to resolve wireless carrier activation/set up, configuration and usability questions for end customers.

Troubleshoot hardware and service problems and forwarded issues to tier 3 Network support team.

Provided account and billing related support. Completes service cancellations and exception-based service extensions within established client guidelines

Resolved customer problems and questions via phone and e-mail.

Ability to de-escalate customer service issues through effective positioning, end-to-end ownership of the customer's experience and the personal presence required to restore the customer's confidence in our products, services and support.

Crossed training in Data, Global Services, Tier 2 technical support and Customer service.

Retail customer service rep, verizon wireless 10/ 2005 -10/ 2006

Greeted and assisted customers ascertaining and assisting with their wants and needs.

Answered customer questions and inquiries regarding products and services.

Seeking out information and knowledge regarding new products.

Presented pricing, prepared contracts and processed transactions.

Placed orders and located stock if needed to deploy to in store customers.

Participated in merchandising and product displays.

Assisted with weekly inventory counts

Customer Service Supervisor, verizon wireless 01/2004 -10/2005

Managed a team of 10-12 Customer Care Representatives.

Coordinated work assignments of Customer Care Representatives engaged in performing a subset of the following duties to include on-line customer service/billing, customer retention and troubleshooting.

Monitored employee/customer contacts for performance to ensure interaction and provide ongoing feedback to employees on how to improve quality and improve service level; ensure compliance with control procedures.

Coordinated representative working hours, overtime, training, vacations and lunch breaks.

Administered training for Customer Service Representatives in coordination with the Coordinator-Customer Service Training and monitor/evaluate progress.

Prepared and analyzed reports concerning customer service and billing matters for review and recommendation to Director and/or Manager-Customer Care.

Made service affecting decisions in routine matters.

Managed call volume through online reporting and analysis.

Maintain frequent customer contact and interface to ensure that the customer is provided timely follow-up and perceives Verizon Wireless as the number one wireless carrier.

Act as a role model by demonstrating strong communications skills, work ethics and sound judgment in the application of policies, procedures, and guidelines.

Review and modify processes to ensure team meets department performance standards. Identify team/individual trends in productivity and training issues. Lead quality improvement initiatives in identifying and developing solutions for department and cross-functional processes. Audit all team performance on a regular basis.

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