Customer Service Technical Support
Resume:
MICHAEL F. BRASWELL
Cartersville, GA 30120 *******@***.***
QUALIFICATIONS SUMMARY
CUSTOMER SUPPORT REP
Creative visionary dedicated to bringing excellent customer service.
Leader in team development with excellent communication skills. Demonstrated leadership skills in leading cross-functional and diverse teams.
Strong work ethic with commitment to loyalty, integrity, and accountability.
Hard worker who consistently maintains a positive attitude and detail oriented.
Exceptional at administration, detailed data analysis and manipulation.
Competent problem solver with exceptional commitment to quality and innovation.
Demonstrated ability to develop and manage budgets.
TECHNOLOGY AND CORE COMPETENCIES
Broadband, Telecom, Backup and Retention, Disaster Recovery, Infrastructure, Application Development and Testing, Sarbanes-Oxley, Network Administration, E-commerce, Call Center, Information Security, Risk and Compliance Management, Quality Management, Technology Planning
Windows XP/7, Server, Word, PowerPoint, Excel, Project, Visio, Exchange, Gmail, Novell, Backup Exec, SharePoint
PROFESSIONAL EXPERIENCE
TruGreen Lawn Care Marietta, GA Cust Support Rep 2/2015-Present
Accomplishments:
Produces a friendly environment and resolves customer problems in a timely manner.
Effectively enhances customer satisfaction while handling a large number of calls for lawn services, billing, scheduling, management support, and updating account information.
Meets and exceeds metric expectations.
Impacts revenue by retaining and up selling existing customers.
Maintains customer database through accurate and timely data entry. Provided list of suggestions for improvement to management for this database.
Projects positive professional attitude with both internal and external customers.
Temporary Assignment
Petz Enterprises \ Kelly Services Rome, GA Technical Support Rep 12/2014-2/2015
Accomplishments:
Produced a friendly environment and resolved customer problems in a timely manner
Returned as 2nd year representative and trained others on technical support.
Effectively enhanced customer satisfaction while handling a large number of support calls for tax software and preparation, billing, servers, workstations, printers, signature pads, and bar code scanners.
Temporary Assignments 4/2014-11/2014
Aquafil/ Ashton Staffing Cartersville, GA Utility Worker
Halstead \ 2 Work Staffing Calhoun, GA Order Entry Clerk
Accomplishments:
Produced large amounts of nylon yarn for shipment.
Facilitated in developing new procedures for Order Entry. Processed large number of orders in record time compared to the same time frame last year.
Received training in Call Center, UPS, and floor installation. Surpassed all expectations.
MICHAEL F. BRASWELL
20 Brandon Ridge 770-***-****
Cartersville, GA 30120 *******@***.***
pg. 2
Temporary Assignment 11/2013 - 2/2011
Petz Enterprises \ Kelly Services Rome, GA Technical Support Rep
Accomplishments:
• Produced a friendly environment and resolved customer problems in a timely manner
• Successfully completed intensive training in tax software and technical support.
• Effectively enhanced customer satisfaction while handling a large number of support calls for tax software and preparation, billing, servers, workstations, printers, signature pads, and bar code scanners.
Integrated Broad Band Services Kennesaw, GA Project Manager 2/2011-4/2013
Accomplishments:
Led over 40 migrations and decommission projects consisting of 30 customers each project.
Managed project scope, issue tracking, change management, progress reports and successful execution of all migrations. Adept at multi-tasking and prioritizing projects.
Collaborated with upper management and development teams to define requirements, establish strategic planning, recommend solutions, and ensure risk and compliance.
Completed project SOW, SLA and WBS working with all lines of business.
Generated exemplary technical support and customer service to over 250 customers nationally.
Awarded Technical Support Representative of the Month for the 24 X 7 IBBS Call Center. Surpassed technical support expectations for the Call Center.
ADDITIONAL EXPERIENCE
Directed the HIPAA Compliancy Project and met the compliancy deadline ahead of schedule for 160 systems at Cartersville Medical Center. Led over 50 personnel in the execution of this project. Spearheaded the lowering of security breaches in Meditech by 50%.
Researched and wrote new procedures for successful transition to new projects while training and mentoring staff members and upper management.
Initiated and managed the Audit Methodology Project. Developed IS proposal that provided security documentation and compliancy for all enterprise audits.
Solved personnel differences, delegated tasks, and made great strides in developing teamwork as the support group supervisor of 10 personnel. Generated support group website. Launched a variety of enterprise projects and ensured they were completed accurately and on time.
Ensured, evaluated, and implemented backup and retention solutions for the enterprise.
Achieved Project Management Certificate which included project management concepts such as SDLC, project plan, project completion, scope, costing, scheduling, risk management, contract negotiations, planning and tracking, quality, and change management
Researched, evaluated, and selected a new virus package for enterprise environment.
Led Change Management for Network Support Group and attended Corporate Change Meetings.
Liaison between Local Area Network Management, Information Services, and 30 business units
EDUCATION & TRAINING
Bachelor’s Degree in Business, Belhaven University
Certificate Project Management Coursework
Certified Netware Administrator
Toastmasters International
MILITARY SERVICE
US Air Force / US Air Force Reserves: Received Honorable Discharge as a Staff Sergeant.
Awards: AF Commendation and AF Achievement Medals
Computer Operator, Admin Specialist
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