Résumé Updated September 2013

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Summary of Qualifications

A young professional with over four years of experience in the combined fields of customer service and technical support, with a background in desktop support and sales. A+ Certified, works well under pressure, comfortable dealing with upset customers, delivering fast and efficient support, and solving difficult problems.

Employment Experience

Customer Support Agent, Level 3 August 2012 – Present
(mt) Media Temple Culver City, CA
  • Responsible for diagnosis and resolution of customer inquiries in the combined roles of technical support, customer service, and billing support.

  • Consistently performing in excess of daily performance and quality targets with an average of 50+ customer interactions per day via phone, support tickets, and online chat.

  • Technical assistance with Media Temple’s proprietary shared hosting service as well as CentOS-based Linux virtual private servers.

  • Daily interaction with server administration, engineering, and incident management teams to identify and correct issues.

  • Delivering top quality and industry-leading levels of customer service and satisfaction.

Customer Support Coordinator November 2010 – June 2012
Minehost, LLC Pasadena, CA
  • Resolved daily support requests, ranging from server and stability issues, to billing-related requests, for a client base of 176 customers, each providing gaming communities of up to 200 users.
  • Authored, edited, and published a Joomla-based blog and newsletter, sent weekly to over 150 clients, which included product development progress, and beta testing program releases.
  • Secured 25 new clients by identifying existing online gaming communities, working with community owners, delivering a sales pitch and product demonstration, and providing personalized support.
  • Promoted company service features and price-points with 100 potential clients and eight developers while representing the company at the PAX East 2011 and Minecon 2011 conferences.
  • Secured advertising in a web series on Machinima.com’s YouTube channel that has generated over 2.3 million views.
  • Negotiated prices and terms for leased server contracts with three nationwide service providers.
 Retail Technology Support Representative  December 2010 – June 2011
 Dunkin Brands, Inc (via Modis, Inc)  Canton, MA
  • Trained and oversaw a team of three contracted staff in the mass-deployment of new Point of Sale (POS) software to over 700 locations in one month.

  • Assisted franchisees in reconfiguring POS menu combinations for over 700 locations to ensure compatibility with new software versions.

  • Worked with a Help Desk team of five in supporting deployment of new POS, server, and surveillance and loss prevention systems to thousands of locations nationwide.

  • Supervised and monitored field installations and system upgrades on a bi-weekly basis, to ensure franchisee satisfaction and compliance with brand specifications.

  • Responsible for reaching out to 20-30 franchisees daily over-the-phone and by email to ensure franchisee satisfaction with installations in other markets and regions, nationwide.

Dispatcher & Customer Service Representative September 2010 – Nov. 2010
Home Delivery Group, LLC (via EDA, Inc) Foxborough, MA
  • Managed, tracked, and coordinated 24 daily courier routes and communicated delivery times and delays to customers.

  • Fielded inbound calls from customers and logged product damage, concerns, complaints, and rescheduled routes where required.

  • Contacted up to 70 customers each night to confirm delivery times and customer information.

Technical Sales Consultant January 2008 – January 2009
Zcom Wireless Needham, MA & North Providence, RI
  • Managed two wireless phone retail locations with $10K in total gross daily sales.

  • Assisted up to 30 walk-in customers daily with technical support and billing issues by utilizing an extensive knowledge of Verizon Wireless products, devices, and plans.

Education & Certifications

General Educational Development Certification 2009
CompTIA A+ Certification 2009

Technical Skills

  • Software: Microsoft Office Suite (Excel, Word, PowerPoint), Outlook, OpenOffice, Lotus Notes, PC-POS
  • Desktop Support: Windows XP, Windows Vista, Windows 7, Windows 8, Mac OSX, Ubuntu Linux
  • Networking: Routers, Hubs, Switches, Cabling (Cat5, Cat6), Wireless-G, Wireless-N
  • Hardware: Hard Drives, Motherboards, RAM, Optical Drives (CD, CD-ROM, DVD, DVD/RW, etc), CPU, Heatsinks, Network Cards (NIC), Power Supplies, Printers, Scanners, Cooling Systems
  • Content Management: FTP, SSH, WordPress, Joomla, Parallels Plesk Control Panel, Virtuozzo
  • Linux Server Administration: Debian, CentOS