David Moore
Phoenix,AZ
Summary
Operations professional with proven track record in optimizing processes and driving efficiency. Strong focus on team collaboration, strategic planning, and achieving measurable results. Adept at adapting to changing needs and leading cross-functional teams. Skilled in project management, process improvement, and resource allocation. Dependable and results-driven, known for enhancing operational performance.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Operations Manager
Skyview Networks
Scottsdale, AZ
09.2022 - Current
- The primary responsibility of the Operations manager is to oversee production and ensure the quality of support and services to our client CBS and their affiliate stations. Also aiding the team in escalated issues and providing guidance and growth.
- Essential job functions
- Technical assistance calls, affliate management, and program scheduling.
- Oversee delivery of broadcasts and services to partners and affiliates.
- Maintain incident escalation and provide incident/resolution information.
- Manage broadcast equipment (audio devices, workstations, receivers).
- Knowledge or skills used
- Inspire and motivate their team, set clear goals, and provide guidance and direction.
- Make informed and timely decisions that benefit the team and the organization.
- Provide guidance, support, and opportunities for growth
Customer Service Associate
PayPal
Tempe, AZ
01.2022 - 02.2023
- The Primary responsibility of the Customer Support Associate is to assist PayPal users with issues, questions, or concerns they have with the platform or services.
- Essential Job Functions
- Provide support and technical issue resolution via phone, e-mail, or chat
- Educate customers on ways they can get the most out of PayPal services based on their account and business
- Help customers with any issues or errors they experience while using the services
- Work dispute cases customers have file in an attempt to get products or services they have paid for or a refund for products or services they have not received.
- Working with Merchants on ways their website can provide additional checkout and payment options with PayPal services for their customersKnowledge or skills used
- Ability to research merchant business and buyer profiles for details regarding transactions
- Understanding of payment processing
- Ability to design custom recommendations of PayPal services for Merchants that may improve the fluidity of their websites checkout process and sales
VoIP Technical Support Specialist
J-Curve Technologies
Tempe, AZ
07.2021 - 07.2022
- The VoIP Technical Support Specialist position is comprised of the following core job responsibilities: troubleshooting within a VoIP environment (inclusive of unified communications technologies), addition of services within the hosted environment upon customer request, documentation of configuration or design elements, and completion of diagnostics and testing as required.
- Essential Job Functions
- Provide client support and technical issue resolution via phone, e-mail, or chat
- Assist customers with move, add, change requests in Hosted VoIP PBX platforms
- Troubleshoot connectivity, quality of service, break/fix, voice quality, and configuration (feature, services and network) issues within the hosted VoIP environment
- Design call flow and call routing protocols within the hosted VoIP environment
- Knowledge or skills used
- Knowledge of hosted PBX environments inclusive of feature configuration, provisioning, and design of call flow
- Understanding of the basics of IP networking
- Working knowledge of LAN and WAN technologies
- Knowledge of CRM platforms preferred
- Excellent written and verbal communication skills
- Ability to complete assigned tasks effectively and efficiently
- Ability to run traces and call captures
Customer Service Representative
Conduent (AZ DES)
Tempe, AZ
03.2020 - 11.2021
- Assisting customers with completing and submitting applications for medical benefits, cash benefits, unemployment benefits, and food benefits. Also responsible resolving any issues they may have with current survives that may result in them not receiving the help they need or not the amount that is necessary for their circumstances.
- The end goal of my position is to assist the customer with becoming self sufficient to the point where they no longer need benefits. To complete this I recommended services included but not limited to:
- Spending extended periods of time understanding their situation so the right options can be explored
- Suggesting completing tasks with a case worker to assist with getting a job in a relevant field
- Using any free time to increase education and knowledge of their career field to increase their chances of re employment
- Recommending popular ways any additional funds left after taking care of essential needs can be used to improve their situation
Level II Technical Support
DISH NETWORK
Phoenix, AZ
12.2015 - 03.2020
- Identifying and Resolving inbound escalated technical issues regarding customer's service or technology provided by the company while displaying empathize and enthusiasm about having them as a customer and being responsible for being the guy to 'save their day'. My position was responsible for resolving issues with the following equipment and services
- Cable box (DVR included)
- DVR services (recording of movies, TV shows, live events etc.)
- Voice control remote controller (programming or reprogramming device along with instructions of use of voice command feature)
- Navigation of Dish Network UI (using menus, accessing and changing settings, accessing additional paid services)
- Integration of 3rd party devices (smartTV, hearing aids, surround sound systems. Bluetooth headphones, Bluetooth speakers, etc.)
- Started with the company at a Level 1 technical support and got promoted to Level 2 technical support within 3 months. Immediately after graduating training because I was proactive in learning about the rest of the products and how to effectively troubleshoot and resolve more complicated issues.
Traveling Inventory Associate
WIS International
Phoenix, AZ
06.2013 - 12.2015
- My responsibility along with a team was to accurately count all inventory in selected stores in a time efficient manner. Corresponding with store management and associates to make sure inventory is ready and properly placed to be counted and previously counted products were done correctly. Also responsible for maintaining a certain minimum speed and accuracy, upholding a professional demeanor and being pleasant to customers and employees alike when needed.
Education
High School Diploma -
Grant Community High
Skills
- Operations management
- Team leadership
- Management
- Performance management
Technical Support
IT Support
Troubleshooting
Active Directory
DNS
LAN
Help Desk
Management
Software troubleshooting
Continuous improvement
Windows
WAN
Routing protocols
DHCP
VoIP
Customer support
Management
Personal Information
- Work Permit: Authorized to work in the US for any employer
- Visa Status: Authorized to work in the US for any employer
Certification
- CAPM - Certified Associate in Project Management
Timeline
Operations Manager
Skyview Networks
09.2022 - Current
Customer Service Associate
PayPal
01.2022 - 02.2023
VoIP Technical Support Specialist
J-Curve Technologies
07.2021 - 07.2022
Customer Service Representative
Conduent (AZ DES)
03.2020 - 11.2021
Level II Technical Support
DISH NETWORK
12.2015 - 03.2020
Traveling Inventory Associate
WIS International
06.2013 - 12.2015
High School Diploma -
Grant Community High