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Customer Service Technical Support

Greensboro, North Carolina, United States
January 09, 2017

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James R. Taylor Jr.

**** ***** ***** **** *** *C

Greensboro, North Carolina 27409



Experienced Customer Training/Support Professional with exceptional technical support, and customer software training skills. I am a detail-oriented individual and reliable self-starter; able to strategize and prioritize effectively to accomplish multiple tasks. A high energy, confident professional with a compelling enthusiasm for technology. My easy-going sense of humor has been a defining management strategy to bring out the best in everyone, instill pride, and mobilize them to make their company the best in the industry.


Tap Auditor/Signal Security- Time Warner Cable, Winston Salem, NC 01/05 to 6/2016

Perform field investigations and audits on cable connections throughout the service area, ensuring subscribers and non-subscribers are not receiving cable services in which they are not being billed for

Prepares daily reports on numbers and report discrepancies identified and correction.

Represent TWC in court proceeding due to cable thief.

Solicits programming sales to identified unauthorized viewers

Makes light repairs in the field to secure facilities, repairs contingent upon time restraints and workload requirements

May perform disconnects, reconnects, non-appointment downgrades, some drop activities, and may remove converters.

Completes paperwork, including, but not limited to material requisitions, customer equipment agreements, vehicle check sheets, and damaged cable reports

Provides general assistance to other employees as directed

Works as a member of a team on special projects

Estimator- Carolina Seal and Patch Inc. Raleigh, NC 4/04 to 12/31/04

Estimate Asphalt project costs and develop scopes of work through customer meetings, site visits and drawing and plan review. Prepare, revise and update project schedules.

Coordinate required pre-construction meetings, communicate regularly and consistently with customers, subcontractors, and appropriate internal team members to provide status updates on ongoing projects. Ensure compliance with contract requirements, secure necessary permits.

Source subcontractors and material suppliers, and manage subcontractors’ schedules to ensure timely completion of work. Ensure subcontracts and purchase orders are written and executed.

Ensure all required paperwork is submitted promptly and in accordance with company policies.

Act as subject matter expert for all parking lot-related services offered by the Company, including asphalt paving, patching & repair, pavement marking, seal coating and concrete flatwork repair & installation.

Support corporate compliance programs, such as Safety and DOT.

Customer Service and Sales Rep. Jervis Global Weston, FL. 3/03 to 3/04

Responsibilities include answering incoming calls from customers wanting to purchase medication.

Handle Fraud cases when customers have problems with fraud orders.

Up-sale products and maintain customer satisfaction.

Technical Support Engineer (Gateway) - TAG Inc. Sunrise, FL. 1/03 to 3/03

Offers Technical Support service to the Gateway Computer customers via phone and email to ensure the Gateway Computers business objectives, 24 hours a day, 7days a week

Approaches and solves requests arrived via the dedicated support channels based on the competencies matrix the technical support

Shares technical information about the products with the other teams involved

Acquires complete information to escalate complex issues to the upper tiers

Build, assimilate, implement, audit and improve working procedures

Senior Technician Customer Training-Worden Brothers Inc. Fort Lauderdale, FL 10/99 to 10/02

Conducts computer training needs assessment by collecting information pertaining to work procedures, work flow, and reports; understanding job-specific functions and tasks.

Determines system utilization requirements by researching and testing systems.

Maintains safe and healthy training environment by following organization standards and legal regulations.

Conducts training classes by presenting software applications and personal computer classes.

Ensures operation of equipment by completing preventive maintenance requirements; following manufacturer's instructions; troubleshooting malfunctions; calling for repairs; maintaining equipment inventories; evaluating new equipment and techniques.

Maintains quality service by establishing and enforcing organization standards.

Evaluates training by evaluating the effectiveness of training to specific job applications.

Maintains technical knowledge by attending educational workshops; reviewing publications.

Contributes to team effort by accomplishing related results as needed and increase sales.

Quality Assurance - Worden Brothers Inc. Durham, NC 4/99 to 12/99

Interpret and implement quality assurance standards

Evaluate adequacy of quality assurance standards

Devise sampling procedures and directions for recording and reporting quality data

Review the implementation and efficiency of quality and inspection system

Plan, conduct and monitor testing and inspection of materials and products to ensure finished product quality

Document internal audits and other quality assurance activities

Investigate customer complaints and non-conformance issues

Collect and compile statistical quality data

Analyze data to identify areas for improvement in the quality system

Develop, recommend and monitor corrective and preventive actions

Evaluate audit findings and implement appropriate corrective actions

Responsibilities include installing stock and fund programs on different platforms and testing the software performance on all Windows and MAC platforms.

Transfer customer data into other compatible software and test for any problems.

Call users to resolve difficult problems that were not resolved by first level support.

Security Supervisor- Guards mark Inc. (Ericsson Inc.) 8/97 to 12/99

Write and submit security reports

Provide security

Maintain law and order in area of jurisdiction

Monitor staff by patrolling with them

Assign work areas for officers to patrol

Protect the people and property

Conduct routine patrols with team

Look out for suspicious persons, vandalism or hazards

Respond to alarms and distress calls

Ensure all security systems, like the burglar alarms and CCTV are working properly

Responsibilities Include managing the database, creating access levels and giving card access to employees at different locations in the RTP and Florida offices.

Train and supervise 52 security officers. Develop access levels and schedules for security software.

Develop onsite solutions to security problems and employees issues.

Senior Estimator Project Manager- Hardy Ward Inc. 6/89 to 8/97

Coordinate internal resources and third parties/vendors for the flawless execution of projects

Ensure that all projects are delivered on-time, within scope and budget

Developing project scopes and objectives, involving all relevant stakeholders and ensuring technical feasibility

Ensure resource availability and allocation

Develop a detailed project plan to track progress

Use appropriate verification techniques to manage changes in project scope, schedule, and costs

Measure project performance using appropriate systems, tools, and techniques

Report and escalate to management as needed

Manage the relationship with the client and all stakeholders

Perform risk management to minimize project risks

Establish and maintain relationships with third parties/vendors

Create and maintain comprehensive project documentation

Responsibilities include estimating the cost to construct residential, commercial buildings and roadways.

Travel nationwide estimating and bidding on projects, which included onsite project manager.

Manage daily operations of the company along with the president.

Shoney’s Restaurant Inc. - Manager 4/86 to 6/89

Responsible for achieving targeted sales and profits

Maintaining good operations and procedures

Ensure effective operations of the restaurant

Managing the financial aspects of the restaurant

Meet all the financial expectations of the restaurant

Managing the administrative procedures of the restaurant

Hire and train new restaurant staff

Controlling cost of purchased goods of the restaurant

Controlling the cost of labor of the restaurant

Take care of financial related matters of the restaurant

Maintaining quality standards of the restaurant

Maintaining sanitation and operational standards of the restaurant


Microsoft Office, digital logic, technical support and customer service, all platforms of Windows, PC hardware repair, Trouble shooting and testing software, Training Telecommunications, Public Speaking, Call Centers, Process Improvement, VoIP, Vendor Management, Strategic Planning, Team Leadership, Project Management

Team Building, Customer Service Training, JavaScript, Microsoft SQL Server

Web Development, Database Administration


University of Maryland University College

Master’s Degree, Cybersecurity Management and Policy, 2016-2018

University of Phoenix

Bachelor's of Science Information Technology Management 2014-2016

Wake Technical Community College

Associate of Science Computer Engineering Technology 1997-1999

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