Customer Service Delivery Driver
Resume:
ALLAN KOCHER
Bucyrus, OH ***** C: 614-***-**** ***********@*****.***
Summary
High level customer service professional and problem solver. Excellent at understanding and troubleshooting systems, operations, and implementing triage-based solutions. Looking for a career in a new field to learn and grow.
Skills
Customer service
High level computer skills
Ability to follow direction and give direction when needed
Problem solving and critical thinking
Ability to understand and adapt to systems
Operate and troubleshoot POS systems
Fast learner
Experience
Papa Johns pizza – November 2022 - Present
Delivery driver
Deliver pizza safely and efficiently
Operate POS for sales and order lookup
Maintain a professional and upbeat attitude
Miscellanies work to assist kitchen staff as time permits
Limited Brands November 2019 – March 2020
Technology Assistance Center- Specialist
Responsibilities include:
•Answering inbound calls for Limited Brands service center pertaining to issues that include Point of Sales systems, software, DSL, dial back up, telecommunication equipment, traffic counting, polling, server hardware problems, printers, password resets for active directory, and more.
•First point of contact for stores basic troubleshooting of hardware and software issues.
•Directing problems to correct ticket management groups and following up with stores to verify resolution.
•Working with multiple vendors to send parts and schedule tech visits for hardware failures.
•Assisting with installation of hardware and software with help of field technicians and store employees.
•Proficiently looking up information from an extensive knowledge base.
•Working as a member of an efficient team that takes pride in providing the best quality of service to our customers.
Time Warner Cable/Charter November 2009 – September 2017
Enterprise Technical support
Responsibilities include:
•Break/fix and keep customer thoroughly and constantly update with status of fix.
•Trouble shooting DIA, VPLS, IPv4, some BGP, Cisco managed router services, PRI (Cisco IAD), SIP trunks (InnoMedia ESBC),
•Working with Account executives, Account managers, Project managers, Engineers, coordinating these groups to fulfill a SLA and customer needs.
Business Class Tier III
Responsibilities include:
•All of same responsibilities of residential tier III but with the business class line of products (see all responsibilities from residential)
•Configuring modems, loading static IPs, admin for IPMT, adding IPs into the utility, adding users to the utility
Residential Tier III
Responsibilities include:
•Answering inbound calls for all Time Warner Cable services including cable TV, digital home phone
•Road Runner High speed, and home networking.
•Provisioning work orders in OMSE.
•Assisting field technicians in troubleshooting and fixing occurrences in ICOMS.
•Selling Time Warner Cable products.
•Following up on customer’s tickets and responding to emails.
•Tracking, reporting, and diagnosing outages.
•Working with all Time Warner Cable departments.
•Serving as help desk through chat on the weekends.
•Sitting with new hires and assisting in the training process by providing an on the floor learning experience to them.
Limited Brands Oct 2008 – March 2009
Technology Assistance Center- Specialist
See Job description above
TelePerformance USA Sept 2004 – Oct 2008
Technical Support Specialist - Team Lead (promoted 9/2007)
Responsibilities include:
•Providing technical support for McLeodUSA business and residential customers by phone and email while consistently exceeding call standards and monitoring requirements.
•Answering fellow agent’s questions, often serving as the first point of contact when resolving more complex technical issues or when handling escalated customers.
•General troubleshooting of Current Communications Broadband Over Power lines
•Discovery Communications E-Commerce division through The Discovery Channel Store.
•Answered questions for Ohio State Department of Travel and Tourism regarding to directions and current events around the state of Ohio.
•Placing orders and doing order look up for Classmates.com and Amazon.com Magazine Customer Service provided by Magazine Express Incorporated,
•Efficiently typed verbatim reports for Security Voice Safe School and Business Ethics Helpline and contacted needed authorities when necessary.
•Managed a team of three agents as team lead on night shift and provided work coverage when my agents were unavailable for their shift.
Education and Training
Marion Technical College - Network Administration, Cisco/MCSE studies
Colonel Crawford High School – Graduate 2002 GPA 3.4
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