Reginald Wheatley Jr.

214-***-**** acszir@r.postjobfree.com

Summary

Professional / Leader with extensive Customer Service / Technical Support experience in a world class busy call center environment. A dedicated, results oriented, and customer focused leader with proven success in one call resolution and the ability to reach company metrics. Distinguish from others by intensity of commitment for exceeding performance expectations. With the ability to solve problems creatively and quickly build customer relationships and maintain loyalty. Additional skills include:

Qualifications/Skills

Sales Support, Escalations, Complaint Handling, Team Development, Analytical, Communication, Customer Loyalty, Training, Supervision, Coaching, Giving Feedback

Technical Skills

MS Windows XP, Vista, & 7, Windows 8, Microsoft Word, Excel, PowerPoint, Outlook, Problem Solving skills, Access Databases, Knowledge Management Systems, Tier 4 Technical Support, Command Prompt, Point-of-Sale (POS), SQL, Back Office systems, Active Directory, Run Command, Remote Login, Sales Force, American Auto Exchange, eCarlist, Share point, Filezilla, DTX, Engineering Remedy(Service-Now), VOIP, Blackberry Enterprise Server, Windows Mobile Active Sync, Managed Chat, Imaging, Domain Migration, SCCM, Mac OS, iPhone/iPad, Android, Blackberry, Tablets, FTP, Mobile Device Management

Professional Experience

HoneyWell, Plano, Texas 08/2015 – 10/2015

Desktop Support

Provide basic troubleshooting and ticket resolution for mobile device management installment (Air Watch & In-Tune).

Support Corporate users with setup of adding company email to iPhone, Android, and iPad devices.

Diagnoses and assist end users with the replacement process of defective devices.

Assists with end users with setup of using mobile device as a WIFI hotspot.

Update knowledge base articles with troubleshooting procedures to ensure a timely resolution for the end user.

Triage incidents that need to be escalated to senior level technicians.

Troubleshoot connectivity and network issues so that end users can scan inventory using an iPod.

Remote connection to the server to provide credentials to end users to log in to mobile device management.

Performs password reset for users who are unable to login.

Assist end users with updating the operating system on android or apple device.

eBay, Inc., Silicon Valley, California (Travel Position) 04/2015 – 08/2015

Desktop Support

Provide basic troubleshooting and ticket resolution for personal computer users.

Supports computer users with installation of hardware/software and networking components to meet personal computer needs.

Diagnoses and troubleshoots basic problems with individual or multiple computer systems in order to maintain proper functioning; resolves issues including contacting and assisting vendors.

Assists with computer studies, projects, and implementation of policies throughout area of assignment.

Conducts diagnostic reviews and produces error reports as requested by customers in order to identify and correct any problems.

Maintain inventory of all hardware and software via Remedy Management Systems.

Assist clients with troubleshooting active directory issues, moving computers to domains, resolving client machines inability to connect to a domain, password resets and adding users to Organization Units.

Review existing migration tools and provide recommendations for improving performance of the migration process.

Performs the installation, migration of user data, maintenance, and administration of systems.

DealerTrack, Dallas, Texas 03/2013 – 01/2015

Desktop Support

Troubleshoot basic software, network and inventory problems, escalating more advanced issues to the appropriate support team or internal expert.

Respond to emails when store experience issues with inventory, photo, pricing and websites issues.

Create users for programs such as American Auto Exchange and eCarlist to control inventory for car dealerships.

Documents resolutions as problems are solved to help develop the knowledge base system.

Install and update java to dealership computers to upload photos for inventory by using remote access.

Update inventory that was not processed by the server using Dealertrack server by polling and converting using a SQL based program.

Setup outgoing and incoming feeds to go to third party vendors such as cars.com auto trader and eBay so that they can send inventory to these sites.

Develop and maintain expert-level knowledge inventory systems.

Train new employees on how to use internal systems and troubleshooting steps.

Participates in the development of internal data management plans and coordinates plans and activities with personnel in order to avoid duplication of efforts, share information, and maximize system efficiency.

Monitor the case load to ensure that SLA’s are being met for the client’s issues.

NCR, Fort Worth, Texas 09/2012 – 03/2013

Systems & Support Technician II

Troubleshoot basic hardware, software, network and internet problems, escalating more advanced issues to the appropriate vender support team or internal expert.

Responded to emergency situations when store experience a catastrophic system failure.

Configured POS system to accept discounts and promotions for defined items and periods of time.

Documented resolutions as problems are solved to help develop the knowledge base system.

Installed and configured new or replaced POS hardware with software needed.

Updated the POS database to support new menu items, price changes, KDS routing, sales tax rules, and payroll rules.

Troubleshoot remote and receipt printer issues when they are offline or cannot print.

Developed and maintained expert-level knowledge of Point-of-Sale and Back office systems.

Remote login using Command Center to view errors that may appear on the File Server and software used at the site level.

Designed and implemented system security measures such as backups, access control, system accounting, and disaster recovery in order to ensure and maintain system integrity and availability.

Participated in the development of internal data management plans and coordinates plans and activities with personnel of other agencies in order to avoid duplication of efforts, share information, and maximize system efficiency.

T-Mobile USA, Frisco, Texas 01/2009 – 06/2012

Senior Specialized Technical Support / PDA Specialist (2009-2010)

Supported users on Windows XP, Vista, & 7 environment troubleshooting networking and sharing center.

Provided feedback on side by side call evaluation to improve the overall quality of customer service.

Coached and developed leaders on strategies to improve performance management and employee development.

Managed performance specific to customer service, issues resolution, job knowledge, and right fitting customer’s to products/services.

Managed daily compliance for representatives, escalated calls, and procedural help.

Recognized as top 2% Technical Care Representative (out of 3000 representatives at T-Mobile) in 2010 which earned trip to Miami, FL.

Troubleshoot all technical inquiries regarding T-Mobile’s world class network coverage.

Increased the customer experience by providing information on new products, rate plans, and services.

Handled customer issues for all mobile and broadband devices with an average 95% resolution rate.

Configured routers, WIFI networks, and troubleshooting mobile broadband connections.

Updated software on routers to improve voice and WIFI connections.

Supported Customer Care in times of need by answering calls with billing, coverage, and troubleshooting related issues.

Authored articles on company support pages to assist with efficient troubleshooting process.

Cuna Mutual, Fort Worth, Texas 2006 - 2009

Contact Center Specialist

Managed up to 15 customer service representatives and took escalations as needed.

Provided quality customer service to the customers and credit unions on mortgage/auto loans.

Verified and updated 120 insurance claims daily with agents via fax and phone.

Created spread sheets to have members refund processed.

Managed small to mid-size projects working in a team setting to make sure deadlines are met.

Improved morale of customer service reps by implementing incentives to enhance overall performance.

Managed a high volume workload within a deadline driven environment. Resolved average of 450 inquiries in any given week and consistently met performance benchmarks in all areas.

Conducted trainings as one of the company’s primary mentors/trainers of both new and established employees.

Communicating with the originator, management, underwriter and the borrower regarding the status of the loan and to ensure all parties are aware of the status.

Review and validate all loan data received in loans files obtained.

Responsible for managing losses on foreclosures through analysis, management and liquidation

Sprint, Irving, Texas 2005 - 2006

Business Account Specialist

Answered non-technical questions regarding company products and services.

Determines status of returns, repairs, replacements orders, delivery schedules, and etc.

Maintain records of returns, product enhancements or changes product pricing, and resolves returned credit problems.

Upgraded plans and services to increase company earnings 10 to 20 calls per day.

Maximized sales on products to enhance the service of cellular phones.

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

Utilized Remedy ticketing systems to resolve 25 to 30 calls per day, on average

Education & Professional Development

Paul Quinn College Hinds Community College 3 years of coursework completed Architectural Drafting & Design Techology

Completed 8 weeks of T-Mobile Customer Service Skills Training

Completed 4 weeks of T-Mobile Specialized Technical Training

Awards

Most improved IOCR (One Call Resolution) Reduced to 10.42% (2011)

MCIP bonus 7 consecutive months (11/11/12 – 05/12/12)

BOMB.COM (03/2012 – 04/2012)

Service Star of the Month (9/2013)

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