Floor Support Set Up

Tyler Ferrera *****@*****.***

*** *********** **, ********* **. 14607 585-***-**** (cell)

Objective:

I am a motivated individual who is looking for an opportunity with a growing company that will allow me to utilize my past experiences to foster my communications endeavor

Education:

●State University of New York at Geneseo

oBachelor of Arts in Communication Geneseo, NY

●Aquinas Institute

oHigh School Diploma Rochester, NY

Work Experience:

●Continuum Global (2021 - 2022)

oVirtual Recruiter

Support in reviewing virtual interview submissions

Selecting qualified applicants, and initiating their on-boarding process

Reaching out and communicating with specific applicants, to further the interview process.

knowledge of several company systems to ensure efficiency throughout the process.

●Paetec/Windstream Communication (2011 – 2020)

oTeam Lead of Enterprise Repair Answer

Train and continually assist technicians with both Data and Voice First Call Resolution

Work daily to streamline and implement processes

First level floor support for a team of 50+ technicians

Responsible for all their call statistics and daily/yearly goals

Conducted new hire and system training for all technicians

Responsible for first level customer escalations

Drive departmental efficiencies

Complete quality and coaching evaluations for Tier I technicians every month

Created and ran several Team Building Competitions, each year

Monitor and alter technician queues to help improve Average Speed of Answer

Worked through the interview process to help obtain new employees

oEnterprise Repair Answer Tier 1 Technician

Answered calls on the frontline for troubles reported

Created new tickets and provided service updates on existing trouble tickets

Assisted management with projects and procedures

Took escalations and helped as floor support when management requested

Continuously met and exceeded monthly objectives

Created educational WIKI and Training Documents for the team

Updated and managed WIKI and Stream page for department

Managed voice mail and e-mail boxes for customers opening tickets

●BOCES 2 (2002-2011) Rochester, NY

oStudent Behavioral Assistant

Plan daily lessons for fundamental educational skills

Assisted teacher in daily activities

Responsible for developmentally challenged student in one on one setting

●Rochester Rhinos Soccer Camp Rochester, NY

oCoach (2005)

Set up and plan daily soccer related activities

Responsible for evaluations of youth throughout duration of camp

Skills

oQueue Management skills

oTrained to remotely work with and test routers, for Data First Call Resolution (Testing connectivity, latency, IP configuration etc.)

oTrained to enter customer on-line data base, to complete Voice First Call Resolution (Completing call forwards and Toll Free RTN changes, checking and editing customer CNAM, Voice Mail and Voice Center Passcode Resets, etc.)

oEfficient group and time management skills

oProficient in Microsoft Applications; Word, Excel, PowerPoint

oStrong leadership, communication and problem-solving skills

Accomplishments:

●Men’s Varsity Soccer, SUNY Geneseo Geneseo, NY

oFour years team participant (2001 – 2004)

oNCAA Final Four Appearance (2004)

●Men’s Varsity Soccer, Aquinas Institute Rochester, NY

oTeam Captain (2000)

oTeam MVP (1999, 2000)

oAll Greater Rochester First Team (1999, 2000)

oEmpire State Games Gold Medalist

Volunteer Opportunities

oAssistant Coach: Greece Girls Soccer

oCamp Eastman Rochester, NY

Camp Counselor

oKicks for Kids Fundraising Campaign Rochester, NY

Raised money for the Ronald McDonald House by planning and executing on and off campus events (Soccer tournament, Bottle drive)

Contact this candidate