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TD Bank/Contractor/Iconma Staffing

IT operations Analyst 1

Respond to a variety of inbound call

Ensure accurate and detailed problem documentation/ticketing

Provide timely escalation and follow up with support groups

Identify and escalate wide-impact or potential wide-impacting outages

Identify trends and opportunities for improvement as well as provide ongoing feed back

Build ongoing support proficiency for other skills and applications

Use of programs including Windows ten, IE11, Edge, Mainframe/Host, Citrix, Remote Access, Active Directory, Azure, BYOD, Blackberry, Variety of telephony devices and programs. Thorough understanding of networking and wi-fi support

2017- Present

UPS

Loader and Freight Specialist

New Hire Trainer in the Outbound department.

Audited freight for hazardous materials

Ensured deployed trailers met packaging quotas.

2017- 2021

Charter Communications

New Hire Intake Supervisor

Trained newly hired employees on company platform systems and company protocol, procedures and compliance.

Provided daily, monthly and yearly metrics for all new hires.

Revised sales communications to align with company initiatives.

Redesigned call flow by lowering CHT by 50% to yield a 42% sales increase.

Subject Matter Expert (SME)

Troubleshooted for call center representatives in challenging calls

Troubleshooted for customers who had issues with their Charter Communications devices.

Became Lead SME before being promoted to supervisor.

Sales Representative

Assisted customers in purchasing Chart Communications packages and devices.

Maintained a 73% customer retention rate.

2012- 2017

Music Program Director

Taught vocal and sight reading of music to youth ages 12-18 years of age.

Introduced sound engineering concepts to students by utilizing the software program Protools HD.

Guided students in the area of music production using multiple formats such as Maschine, FLStudio, Motif xs and mx.

Assisted youth in music composition and all aspects of the songwriting process.

Educated students about the process of online publishing and marketing. Demonstrated how to use mobile devices, laptops/desktops, and other media outlets to reach a wider audience.

Conducted quarterly music showcases for parents, students, and staff members to show what was learned.

2009-2013

Technical Support

Verizon Wireless

Responsible for Level II technical support to internal and external consumer Verizon Wireless customers.

Effectively communicated product and service information, features, and equipment usage to each customer.

Demonstrated extensive product knowledge and became a subject matter expert on numerous wireless data products, software, and operating systems.

Maintained a 95% average customer service rating via random customer surveys regarding quality and “first call” resolutions.

Implemented preventive maintenance by efficiently using the “remedy ticket” system to document, monitor, and diagnose technical issues to be resolved within required time frame.

Applied troubleshooting for PC Operating Systems in case of equipment failure.

2005-2009

Technical Support

Verizon Wireless

Delivered technical support for internal and external voice and data product customers.

Troubleshoot hardware and software issues and identify network application issues.

Provided detailed step-by-step instructions on how to configure data and voice products.

Verified provisioning and diagnosed device or network issues.

Troubleshoot for PC Operating Systems, such as Device Manager and TCP/IP configuration.

Monitored reports and other statistical data to develop action plans based on consumer trends.

Assisted new hires with transitioning from training to the support team.

2003-2005

Customer Service

Verizon Wireless

Provided excellent customer service to Verizon Wireless clients.

Engaged in trouble shooting various issues on cellular devices such as Samsung/HTC/Apple/Blackberry/Kyocera/Iden.

Resolved customers’ concerns regarding billing disputes and recommended price plans.

Assisted customers with international billing and data questions and resolved them in a timely manner.

Ensured remedy tickets were submitted quickly for any regional network issues.

Participated in test groups to ensure all new equipment operated correctly prior to launch for consumer marketing and feedback.

Built a substantial customer service base through positive interactions and promoting specific Verizon Wireless products that were of interest to clients.

Education

1995-2001

Benedict College

Columbia, SC

B.A Marketing

Minor in Music (voice)

1991-1995 Lower Richland High School Hopkins, SC

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