Audrae Vincent

As a technical support specialist at this Network Operation Center, I handled between 35-50 support calls per day depending on the call flow. This is a mixture of inbound and outbound calls.

• Used ticketing systems to manage and process support actions and requests.
• Remotely walked clients through basic and advanced troubleshooting regarding devices and/or network equipment.
• Diagnosed and troubleshot hardware, software and network issues.
• Provided clients information regarding their network equipment and devices.
• Managed client inventory and provided assistance with End-Of-Life equipment.

Troubleshooting Details:

• Traced cables from equipment, logging light status of active/inactive ports, determining poor lines or damaged equipment, and prepared setup for new equipment following topology guidelines.
• Equipment I have worked with: Cisco Meraki MX/UTMs, Switches (both managed and unmanaged), and Access Points.
• Typical brands I have worked with for equipment and dashoards: Cisco Meraki, Cambium, Ubuiquiti/Unifi, and Ruckus.
• Learned Basic commands for PuTTY to securely connect to and manage remote servers or network equipment (like routers and switches) via a command-line interface.
• Ensured compliance protocols for our clients to operate effectively.
• Offered troubleshooting of connectivity issues across many operating systems. Including but not limited to: Windows 7-11 OS, MacOS, ChromeOS, etc...
• Managed high levels of call flow and responded to technical support needs.
• Tested new software and hardware prior to deployment.
• Diagnosed and troubleshot hardware, software and network issues.
• Researched and identified solutions to technical problems.
• Separated clients devices on their proper VLANs.
• Handled network outages and/or equipment outages in a timely manner.

Trained 5+ new employees on our business procedures.

• Taught newcomers how to monitor, diagnose, and troubleshoot the equipment we worked with.
• Guided new hires through our call flow and ensured a quality experience while providing our service.
• Provided consistent support for new hires and became a dependable colleague to seek knowledge and information from in a timely manner.

Data Entry and Problem Tracking.

• Created lists of new and existing consistent problems and common solutions to these problems.
• Logged detailed notes and long term issues that are out of are control for future reference.
• Consistently created lists of down devices for each client property and next step solutions.

Additional Details about the company.

• Ovation Networks handles remote-access network support in the hospitality industry. This includes; hotels, apartments, and schools. Hotels being our largest client base.
• 24/7 Support to all of our clients.

As a Guest Support Specialist, I was the first line of assistance for the support team.

• Managed 30+ inbound and outbound calls per day.
• I performed immediate network and device troubleshooting through inbound and outbound service calls.
• Remotely troubleshot guest device connectivity issues and equipment troubleshooting alongside staff.
• Trained to monitor and identify issues on a variety of different network dashboards. These include: Cisco Meraki, Unifi dashboard, Zabbix, and Cambium dashboard.
• Learned Basic commands for PuTTY to securely connect to and manage remote servers or network equipment (like routers and switches) via a command-line interface.

License Life and Health Insurance Agent.

• Averaged 42 dials per hour
• 15% average appointments set to be screened for qualification
• Personalized email follow up
• Assisted script building for various lead sets
• Identified and developed strategies to acquire new leads and prospects
• Listened and assisted with the challenges prospects were dealing with on a daily basis.
• Networked and built relationships with differing industry agents to increase referral prospects

As a Sales Consultant at an automotive dealership, I consulted with prospective customers to understand their vehicle needs, preferences, and budget.

• I conducted thorough customer needs assessments to identify the best solutions for their individual situations.
• I made a minimum of 25 outbound calls per day, followed up with personalized emails and texts to ensure strong communication and follow-through.
• I obtained an average of 2-5 new leads daily, expanding our customer base and identifying new opportunities for growth. I followed up with leads on a daily basis, providing exceptional customer service and built strong relationships with potential buyers.
• I possessed excellent communication and interpersonal skills, a strong work ethic, and a passion for sales and customer service. I had a proven track record of success in a sales environment and the ability to work independently and as part of a team. I am driven, results-oriented, and committed to providing exceptional customer experiences.
• Followed up with existing customers to provide additional support and address concerns.
• Implemented up-selling strategies, encompassing recommendation of accessories and complementary purchases.
• Maintained sense of urgency in answering customer questions and requests through email or voice messaging.

This was the second time I worked here.

In this role I accumulated customer data to understand our company's demographic. Utilizing this data I was able to find ways to turn our new customers into returning customers. I used this data to generate a map of our demographic to share with the company's board of directors. This allowed us to have a visual representation of where a large percentage of our customers were coming from and why they were coming. Handled extra duties for the manager including Office Assistance, Administrative role, Data Entry, Cleaning, Booking rooms for Customers, and Managing Events (weddings, Rotary club, etc...).

• Social Media Management 2 year
• Social Media Marketing 2 year
• I contributed to Kingsley Inn receiving a 2021 Loved By Guests Award
• I contributed to increasing our social media following by 5.3% each month
• Customer service 2 year
• Sales experience 1 year
• Data Entry 1 year
• Administrative work 2 year
• Office Duties and Management 1 year
• Copywriting 2 year
• The Kingsley Inn has been recognized by Tripadvisor as a 2022 Travelers’ Choice Best of the Best award winner for lodging. The Best of the Best Award recipients are among the top 1% of listings on Tripadvisor.

• I spend my shift operating on a PIT, which consists of moving pallets from one destination to the next. These destinations can be anywhere from ground level to 30 feet high into a bin. I stow on average 15 pallets per hour or 150 pallets per shift.
• Trained on Hyster reach truck PIT
• Will be trained on other PITs
• Able to stow 150 pallets on average per shift
• Warehouse safety trained

• I would accumulate customer data to understand our company's demographic. Utilizing this data I would find ways to turn our customers into returning customers. I again used this data to generate a map of our demographic to share with the company's board of directors. This allowed us to have a visual representation of where a large percentage of our customers were coming from and why they were coming. Handled extra duties for the manager including Office Assistance, Administrative role, Data Entry, Cleaning, Booking rooms for Customers, and Setting up events (weddings, Rotary club, etc...).
• Social Media Management 1 year
• Social Media Marketing 1 year
• I contributed to Kingsley Inn receiving a 2021 Loved By Guests Award
• I contributed to increasing our social media following by 5.3% each month
• Customer service 1 year
• Sales experience 1 year
• Data Entry 1 year
• Administrative work 1 year
• Office Duties and Management 1 year
• Copywriting 1 year

• Provided advice and created social media plans for the owner of Serena Lynne Boutique. Taught the owner how to use social media analytics to improve engagement and demonstrated ways to post engaging content.
• Using this knowledge the owner grew her following on Facebook from 0 to 1,000 followers in 3 months.
• Helped generate over 1,000 new sales in 2 months

• Assigned go carts to customers.
• Monitored and managed the kart track alongside co-workers.
• Opened and closed the facility morning and night, depending on the shift.
• Help customers with issues on the track. Remain calm and respectful in situations where customers would disrespect staff.
• Managed foot traffic upwards of 500-1000 people, dependent on the day of the week.
• Cleaned rides and attractions to reduce the spread of germs and bacteria.
• Followed posted height and age restrictions and denied access to the attraction for guests under the minimum requirements.
• Latched the safety gate after guests entered and exited to avoid unauthorized access to the attraction area.
• Trained new ride operators on safety procedures and ride operations.

• I assisted a teacher in helping students with their needs. I would observe the students and look for innovative ways to improve the system. I was also required to observe the students behavior and possible signs of abuse.
• Qualified through 100+ hours of study to avoid cross contamination and recognize signs of child abuse and neglect.