Mario Adractas 818-***-**** / ad1xm3@r.postjobfree.com

OBJECTIVE

To find a technology-based career path using the interpersonal, customer service, organizational, and communication skills that I have successfully cultivated through years of managerial experience. EMPLOYMENT

April 2023 – Present REI Systems Sterling, VA

Customer Support Specialist for an enterprise software company

● Provided Tier 1 customer support solutions via email using Zendesk ticketing system while triaging issues on company’s GovGrants SaaS client-customized Salesforce based company platform.

● Collaborated with Global Support Team via daily Microsoft Teams meetings and set expectations for tickets and improvements in weekly customer facing client meetings.

● Responsible for providing custom based client support to multiple clients including running scripts in Workbench to fix broken code.

● Collaborated with the Project team and Developer team using TFS ticketing system to solve customer cases and maintain customer relationships to prevent churn. June 2021 – March 2023 Glue Up Tyson’s Corner, VA

Customer Support Manager for an enterprise software company

● Maintained customer relationships daily through Tier 1 technical support of Glue Up SaaS CRM by answering customer questions via email and phone while simultaneously training internal team members with a self-authored SOP on company ticket maintenance through Zendesk.

● Co-managed Global Support Team via weekly Microsoft Teams video meetings and set expectations for projects and improvements in daily and long-term tasks.

● Responsible for overall company ticket count reduction by 50% and resolved customer cases at a higher rate than any other team member according to company KPI metrics.

● Collaborated with the Engineering team, Advanced Accounting team, and Customer Success Managers to solve customer cases and maintain customer relationships to prevent churn.

● Mastered the company software and scored over 90% on internal tests to show proficiency.

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Assisted Human Resources and CEO Executive Assistants with planning and implementation of office events to help maintain office morale.

August 2019 – November 2020 LeaseAccelerator Reston, VA Customer Support Specialist for an enterprise software company

● Managed customer expectations through direct communication concerning LeaseAccelerator’s proprietary accounting enterprise software system for a worldwide customer base of over 200 Fortune 500 companies and their monthly accounting needs and queries.

● Investigated daily incoming customer cases concerning the accounting enterprise software system using multiple digital platforms including Salesforce, SharePoint, and Slack, and resolved customer cases from a caseload of 50 ongoing cases.

● Collaborated with the Engineering team, Advanced Accounting team, and Customer Success Managers to solve customer cases concerning technical and accounting inquiries, issues, and defects with accounting enterprise software system.

● Communicated daily with customers via email instruction and zoom calls to update them on their cases and to guide them with solutions to their concerns. March 2019 – August 2019 Whiting-Turner Leesburg, VA Data Center Assistant to Project Managers (Short-Term Contract)

● Collaborated with Project Managers to develop security protocols for new Data Center building construction, using client-based software system.

● Fulfilled logistical needs for team meetings between client and Project Manager team.

● Trained sub-contractor teams on the client-based digital security protocols. November 2018 – March 2019 Amazon.Com Sterling, VA Delivery Logistics Coordinator

● Distributed over 200 items daily, working with support services, warehouse staff, and management, and working efficiently with Amazon computer tools.

● Maintained company delivery vehicle along with company standards and guidelines.

● Responsible for problem solving in the field regarding lost, damaged, or undeliverable items. February 2018 – September 2018 Harley Hole Online Ashburn, VA Sales Operations Manager/ Logistics Coordinator

● Used knowledge of Harley Davidson Motorcycle parts and collectible items to sell and compiled documentation detailing data for competitive sales.

● Procured motorcycle parts both new and used from various vendors to complete customer orders.

● Responsible for developing sourcing strategies, meeting business plans, and annual sales goals.

● Updated social media, online communications, shipping orders, posted eBay orders, and data entry. October 2017 – February 2018 Whitlock Audio Visual Supplier Ashburn, VA Office Manager (Short-Term Contract)

● Responsible for completing daily purchase orders for customer Box Sale purchases and responsible for Project Manager parts order purchases for the completion of ongoing projects.

● Procurement and supply planning of audio-visual products based on demand forecasting.

● Handled daily requests to manage and reconcile employee purchases made on company credit cards. October 2014 – September 2017 Virginia Tire & Auto Ashburn, VA Assistant Store Manager

● Handled customer service and complaints to create a positive customer experience.

● Managed the daily workflow of a staff of 15 in an automotive repair facility by daily ordering and delivery of parts, managing technicians’ time, and meeting customer expectations.

● Maintained procurement records, sold work, ordered parts, and managed inventory.

● Responsible for opening and closing duties of the shop including office management and reports.

● Improved the telephone answering protocol and led the store in telephone protocol grading.

● Helped maintain a positive work environment by working with management staff to communicate ideas to employees through regular meetings while incorporating the staff's needs. September 2008 – April 2014 Los Angeles Unified School District Los Angeles, CA Substitute Teacher

● Taught on long and short-term assignments for grade levels K through 6.

● Worked effectively with different learning levels of students within a classroom environment by motivating and encouraging them along grade standards and on a personal level to maximize potential.

● Utilized managerial skills within the classroom environment by setting goals and boundaries. EDUCATION

Virginia Polytechnic Institute and State University

● Major: History (Classics) Minor: English

● Study Abroad Program (Switzerland): Participated in Virginia Tech’s Studies Abroad Program as one of fourteen students in the initial year of the Program. SKILLS

● Proficient in MS Office Suite: Word, Excel, Outlook, and PowerPoint. Easily trained on different individual company computer operating systems. Experienced journalism writer self-editing skills. ● Bi-lingual in English and Greek, semi-proficient in Spanish.

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