Resume

In progress.

For now check out my LinkedIn profile and my meager StackExchange profile.

 

Current Positions

 

 

Past Positions

MSN Tech Support – Tier 2
NCO Group
August 2002 – April 2005

Duties

  • Provided first and second tier telephone and TTY technical support for MSN Dial-up Internet Subscribers using a variety of Windows operating systems, including their network and dial-up stacks and web browser issues
  • Consistently scored above average on weekly call quality reviews and scored the highest score recorded on a quality calibration call for our call center
  • Diagnosed and resolved malware/spyware issues
  • Acted as a Team Lead for tier one support representatives providing them support and guidance when requested on their calls
  • Reviewed invalid escalation reports to tier two, assessed their validity and provided written feedback to the tier one support representatives supervisor and quality coach for follow-up
  • Acted as a team lead providing dedicated support and guidance for new hires during their first three weeks on the phone after their class room training was complete before they were dispersed into existing teams
  • Acted a subject matter expert providing technical content and troubleshooting tips for a weekly internal newsletter

Achievements

  • Part of a team sent to the Philippians to act as a team lead and provide support for the launch of a new call center and performed some initial QA on a new troubleshooting workflow product
  • Lead classroom training for multiple classes of new highers for the Microsoft Xbox Power Cord Recall Program
  • Created multiple interactive emulators (Adobe Flash) and custom tools (HTML/PHP) for other support representatives to use to improve troubleshooting and workflow efficiency and accuracy
  • Built a custom Microsoft Access Database that could ingest weekly call center quality Excel data and produce canned reports automatically. This tool reduced the time taken to generate these reports from hours to minutes