Shacoya Brim

Hawthorne, CA

Phone: 562-***-****

Email: adm1uz@r.postjobfree.com

EXECUTIVE SUMMARY

Analytical, productive, Field Engineer 3 recruited to utilize scientific, engineering and mathematical theories to address problems that arise. Proactive Field Engineer 3 with diverse experience providing remote technical support through root-cause analysis, while independently spearheading projects to refine processes that ensure superior execution.

CORE COMPETENCIES

Operation Support

Project Management

Data Analysis

Critical Attention to Detail

Technical Assistance

Computer/Technical Literacy

Account Management

Problem Resolution

EMPLOYMENT EXPERIENCE

Unisys Corporation 2019 -Present

Field Engineer 3

Provides ongoing support and setup for software, hardware and networking support including but not limited to iPhones, Mac, personal computers (PC), desktops, laptops servers as well as legacy products.

Supports core and server products in addition to performing disk replacements on enterprise storage products.

Installs and maintains PCs and associated software, networks, servers and peripherals as well as supporting network products from operational and maintenance perspectives.

Tests and certifies PCs, networks, servers and client approved applications as well as providing follow-up on problems or escalation.

Ensures client specific service level agreements are met and incident and request tickets are updated accordingly within the ticketing system.

APPLE 2015-2019

Mac+ Apple Care Advisor

Delivered comprehensive support to a diverse customer base via phone and email to troubleshoot issues with iPhone iPods, iPads, MacBook laptops, and desktop Mac systems.

Develop collaborative relationships with Apple’s software and hardware engineering teams as well as various Apple sales teams (Enterprise, Education and Government).

Researched and conveyed technical solutions to customers across multiple systems while delivering top tier services and addressing concerns to resolve issues related to complex technical issues.

Followed up with engineering teams to have solutions identified, scheduled, and executed while analyzing ticket data to build compelling cases for issue prioritization and uncover insights to craft the future of Tech Ops.

Partnered with engineering leadership to build a creative, adaptable, and purposeful environment that empowered the Tech Ops engineering team to improve their productivity and efficiency.

Time Warner Cable 2010-2015

Retention/Portfolio Manager

Established and maintained high level of customer satisfaction, professionalism, and courtesy in all retention transactions.

Consistently met or exceeded weekly and monthly retention activity goals by utilizing sound telephone-based customer save techniques.

Responded to inbound retention calls promptly and efficiently, as outlined by the required call handling metrics, to include productive time, schedule adherence, handle time, after call work, etc.

Business Sales Representative

Coordinated and monitored budgets, re-forecasted, and analyzed operating expenses.

Developed, interpreted and implemented financial concepts for financial planning and control.

Consolidated Smart Systems 2005-2009

Call Center Supervisor

Hired, trained, and prepared call center representatives to respond to customer questions and complaints and troubleshoot problems with services or products.

Ensured agents understood and complied with all call center objectives, performance standards, and policies including answering agent questions regarding best practices or difficult calls.

Monitored and evaluated agent performance, while providing learning or coaching opportunities, and taking corrective action, if necessary.

Prepared reports and analyzed data to assist management with determining call center goals.

Identified operational issues and suggested possible improvements.

EDUCATION

Cerritos College: Professional Development

Diploma: Medical Office Management

Certificate: Real Estate

CERTIFICATIONS

EMC, Dell, Cisco, Microsoft, Unisys, Beneficial Specific Manufacturers COMPTIA, and NETWORKPLUS

COMPUTER/SOFTWARE SKILLS

Mac, Dell, Cisco, Microsoft Office, Social Media Networks, Unisys, Linux, Unix, Internet, Email, Windows etc.

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