@turbobeta
Seattle, WA
Business Support Representative – Working in an inbound call center, primarily troubleshooting DSL and T1 support calls from small business customers. Managing my time between working the incoming call queue and following up with customers on tickets based on a ticket ownership model, working with our vendors to properly resolve connectivity issues and schedule dispatches per their guidelines, communicating to customers expectations for dispatches and resolutions.
High Speed Data Specialist – Processed incoming calls from residential level customers, concerning issues with their internet access, email, cable tv service, and billing concerns. Troubleshooting basic internet and computer issues with customers over the phone, working towards a goal of one call resolution and increased customer satisfaction. Offering goods and services to meet revenue goals for company growth.
Computer Repair Technician – Provided in-store diagnosis, repairs, and upgrades to residential consumer, and small business level desktop and laptop computers. Working as a team to hit sales goals by providing customers and employees with technical information used to match customers with the correct products and services for their needs.
Reclamation Agent – Harvesting functional parts from scrapped and junked desktop and laptop computers for use in computer repairs, saving the company thousands of dollars each year. Providing inventory and delivery of parts to repair teams across the facility. Receiving and Shipping of parts to vendors for repair or reimbursement.
Computer Repair Technician III – Part of the initial team responsible for grand opening the company’s flagship repair center. Supervision and training of a 10 – 20 man computer repair team. Responsible for providing advanced opinions on team member’s diagnosis. Researching concerns on issues with parts, suppliers, technical manuals on the team’s behalf. Being the point of contact for the team’s interaction with other departments and customer escalations. Repairing desktop and laptop computers. Attained Lean Six Sigma Green Belt certification.
IT Specialist II – Account administration for over 5,000 users over two domains. Supporting the US Army and Army National Guard recruitment and enlistment software, and its users. Using Remedy ticketing software to work on and assign tasks. Hourly monitoring of servers in the facility, as well as websites controlled by Army Recruiting Command.
High Speed Data Specialist II – Providing specialized support for the company’s consumer residential internet routers and antivirus software. Training and coaching of new team members. Logging customer reported issues and submitting them to the vendors for resolution.
Computer Repair Technician – Part of the initial staff responsible for the store grand opening. Providing computer diagnosis and repair in a timely manner. Assisting sales departments with additional technical knowledge.