Summary
Overview
Work History
Education
Skills
Timeline
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Brett Morris

Franklin Park,NJ

Summary

Accomplished Technical and Customer support specialist, adept in customer relationship management and technical assistance, significantly enhanced client satisfaction through effective resolution strategies and team productivity improvements. Demonstrated expertise in helpdesk operations and support case management, achieving high SLA compliance. Skilled in fostering trust and delivering superior support services, leveraging both hard and soft skills to exceed employer expectations. Well-versed in working in 24/7 uptime environment.

Overview

8
8
years of professional experience

Work History

Senior Support Agent

Caregility
05.2022 - Current
  • Utilized ticketing system to track customer requests and prioritize urgent needs.
  • Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
  • Tracked and documented customer interactions in customer relationship management system to maintain accurate records.
  • Increased efficiency and performance by monitoring team member productivity and providing feedback.
  • Followed up with customers about resolved issues to maintain high standards of customer service.
  • Trained staff on operating procedures and company services.
  • Maintained up-to-date knowledge of product and service changes.
  • Managed timely and effective replacement of damaged or missing products.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
  • Trained new personnel regarding company operations, policies and services.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
  • Sought ways to improve processes and services provided.

Senior VTC & A/V Specialist

Lockheed Martin
07.2019 - 04.2022
  • Followed all company policies and procedures to deliver quality work.
  • Gathered, organized and input information into digital database.
  • Frontline remote support for all VTC maintenance, issues and scheduling (Cisco, Polycom, Zoom)
  • Remote support to on site field engineers to configure and troubleshoot new VTC and AV systems
  • Booking and Launching customer video conference calls and monitor to completion
  • Remote preventative maintenance of all VTC endpoints and infrastructure
  • Handle escalations from customers and Level 1 Helpdesk
  • Lead training to Level 1 helpdesk to go over troubleshooting, new vtc installs and maintenance
  • Assist infrastructure team with troubleshooting and maintenance (software upgrades, certificates, etc)
  • VTC metrics to monitor usage

Heldesk Technician Level 2

Kinly
01.2017 - 06.2019
  • Performed troubleshooting and diagnosis on malfunctioning equipment.
  • Frontline support for managed and non-managed services
  • Remotely assist customers regarding A/V and Video Conference issues (Polycom, Cisco, Lifesize, Crestron, Extron and more)
  • Remotely assist Field Engineers perform on-site troubleshooting and help resolve issues
  • Oversee and onboard new VC installations and replacements and integrate into Cisco TMS
  • Handle escalations from customers, account managers, and Level 1 helpdesk
  • Reactively monitor managed service clients network for down systems and networks
  • Logging into customer infrastructure to gain access and troubleshoot VTC and infrastructure devices
  • Analyze and decipher conference room AV flow charts for troubleshooting
  • Booking and Launching managed service customer video conference calls and monitor to completion
  • Remote Preventative Maintenance checks for managed customers

Education

High School Diploma -

South Plainfield High School
South Plainfield, NJ
06.2006

Skills

  • Customer Relationship Management
  • Technical assistance
  • Data Collection
  • Failure resolution
  • SLA Compliance
  • Helpdesk operations
  • Incident Management
  • Hardware troubleshooting
  • Ticket management
  • Support Services
  • Network Troubleshooting
  • Live chat support

Timeline

Senior Support Agent

Caregility
05.2022 - Current

Senior VTC & A/V Specialist

Lockheed Martin
07.2019 - 04.2022

Heldesk Technician Level 2

Kinly
01.2017 - 06.2019

High School Diploma -

South Plainfield High School

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Brett Morris