Aja Y. Bryant
Columbus,US
Summary
Managed mobile and wireless support operations, specializing in BlackBerry Enterprise Servers, iOS devices and Androids.
Overview
26
26
years of professional experience
Work History
Wireless Engineer
Alliance Data/Bread Financial
Columbus, Ohio
01.2012 - Current
- Support liaison between cellular vendors. Ordering, re-issuing devices, inventory tracking/management.
- Multi-task across system applications, analyze and resolve various technical issues
- Managed Tricle incident &management tickets for
- Supported customers with setup on the Blackberry enterprise server to ensure accurate product setup. Resulting in decrease technical support calls for setup procedures/processes.
Applecare at Home Advisor
Apple, Inc.
Columbus, Ohio
01.2012
- Support liaison between cellular vendors. Ordering, re-issuing devices, inventory tracking/management.
- Multi-task across system applications, analyze and resolve various technical issues
- Managed Tricle incident &management tickets for
- Supported customers with setup on the Blackberry enterprise server to ensure accurate product setup. Resulting in decrease technical support calls for setup procedures/processes.
Lead Wireless Support Analyst
Paragon (Nationwide Insurance)
Columbus, Ohio
01.2008 - 01.2011
- Support frontline with escalation issues. Administer performance management by diagnosing improvement opportunities, providing effective feedback, coaching, training, professional development, and corrective action plans.
- Identified problems and resolution of service center incident tickets within SLA.
- Review contracts from Cellular vendors to client.
Personal Cellular Support Analyst
Kforce (JP Morgan Chase)
Columbus, Ohio
01.2007 - 01.2008
- Manage peregrine incident management tickets for PCS customers, which included direct client contact, analysis of identified problem and resolution of the ticket within SLA. Monitored incident queue via peregrine to ensure quick problem resolution.
Customer Services Representative
Verizon Wireless
Dublin, Ohio
01.2000 - 01.2005
- Assisted customers with cellular orders to increase sales volume. Researched cellular service plans and equipment to develop customer product knowledge. Resulting in increased customer satisfaction.
- Researched cellular issues and developed resolution strategies for customers. Tracked customer satisfaction via incident management system.
Skills
- Peregrine, Remedy, End User Request Center (EURC), Window XP, Lotus 1-2-3, Microsoft Excel, Word and PowerPoint, Advanced Internet, Meraki, Microsoft Intune, Air watch and customer service skills
Timeline
Wireless Engineer
Alliance Data/Bread Financial
01.2012 - Current
Applecare at Home Advisor
Apple, Inc.
01.2012
Lead Wireless Support Analyst
Paragon (Nationwide Insurance)
01.2008 - 01.2011
Personal Cellular Support Analyst
Kforce (JP Morgan Chase)
01.2007 - 01.2008
Customer Services Representative
Verizon Wireless
01.2000 - 01.2005