Customer Service Quality Assurance

DAVID V. MCCRORY

*** ********** ** * *********, GA 30125 x *****.*******@*****.*** x 678-***-****

SUMMARY OF QUALIFICATIONS

Highly analytical and motivated IT professional with 8 years hands-on experience within the technical support, and customer service industry, complemented by comprehensive knowledge of technology development. Exceptional communication, problem solving, and troubleshooting skills coupled with the ability to achieve organizational goals and objectives.

Focused and dedicated to quality improvement and company growth through strong leadership and creativity. EDUCATION, TECHNICAL TOOLS, & CERTIFICATIONS

ASSCOCIATES SCIENCE 2015

GEORGIA HIGHLANDS COLLEGE Rome, GA

UNDERGRADUATE- INFORMATION SYSTEMS

KENNESAW STATE UNIVERSITY Kennesaw, GA

PC REPAIR AND INSTALLATION 2000

GEORGIA NORTHWESTERN TECHNICAL Rome, GA

TECHNICAL TOOLS AND SKILLS

SQL * VMware

GENERAL EXPERIENCE AND SKILLS

Windows OS, Mac OS, LINUX, Server 2000, Server 2003, Server 2008 Operating Systems, MS Office, Network Basics, PC/Macintosh repair, LAN/WAN, TCP/IP, Blackberry/iPhone/iPad experience CERTIFICATIONS

HDI Analyst Certification (Help Desk Institute)

PROFESSIONAL EXPERIENCE

SOFTWARE/HARDWARE SUPPORT ANALYST 2006 -

CARESTREAM (PRACTICEWORKS) Atlanta, GA

Carestream Health is a worldwide provider of dental and medical imaging systems and healthcare IT solutions x Researched and resolved highly complex escalated customer issues accurately and timely, while simultaneously meeting and exceeding company standards and guidelines. x Log issues and resolutions thoroughly in CRM.

x Provided input for product usability, supportability, and new products and features to Quality Assurance and Development which ensured that software defects were resolved, enhancement requests were evaluated, and customer needs were met.

x Assisted Development and Quality Assurance with beta issues/testing and calls for customers that are participating in the beta program for new software releases. x Performed in-depth analysis of data collection, report details, technical issues, and data collection associated with the use of SoftDent software. Used SQL queries and VMware to help trouble shoot. x Cloud installs using Citrix Receiver on PC, Mac, Android and iOS platforms. x Assisted trainers, conversions, and implementation staff, as well as trained clients at trade shows and user’s meetings.

x Communicated development-related issues to support, and maintained and increased product knowledge on applicable products and applications.

x Performed any task directed by supervisor

x Provided exceptional customer service and front line support via ACD (automatic call distribution), outbound calls, email, fax and other various methods as specified within company standards and guidelines. x Increased numerous initiatives including quality of technical evaluation scoring by maintaining the appropriate level of product knowledge for term of service, and demonstrating quality and accuracy in documentation by verifying client’s issues have been resolved. x Log issues and resolutions thoroughly in the CRM. x Handled and escalated (as needed) over a dozen calls per day by utilizing the necessary escalation guidelines for troubleshooting issues, usually pertaining to a need to perform data analysis. x Provided input for new products, features, product usability and supportability. HELPDESK TECHNICIAN 2003-2006

AT&T Atlanta, GA.

x Evaluated DSL performance and provided outbound support to customers on technical issues. x Support included installation, connectivity and trouble shooting general PC/Macintosh problems. x Router setup and configuration including small network trouble shooting. x Handled escalations and served as a technical resource and provided assistance to Tier 1 Technicians. HELPDESK TECHNICIAN 2000-2003

HEWLETT PACKARD THROUGH TAC WORLD WIDE Alpharetta, GA x Provided inbound call support to AT&T DSL customers x Support included installation of the DSL product, connectivity issues, email configuration, browser settings, and configuring routers.

x Provided customers with preventative maintenance advised and direction on unsupported issues.

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