Gerald Edwards

Drive Operator for an industry leader providing Non-Emergency Medical Transportation Services - NEMT. Compassionate, patient, caring, reliable, and responsible professional charged with getting clients with mobility challenges to their destinations safely and on time. Help coordinate, prioritize, and fulfill scheduled transfers for the assigned in a professional and empathetic manner.

• First Level supervisory for 33 Field Representatives, responsible for data collection in hard to count geographical areas.
• Responsible for ensuring group’s performance met standards and expectations set forth by bureau and survey sponsors.
• Responsible for evaluating and reviewing assignments of subordinates. Monitors staff performance that includes on job observations, monitoring of various performance metrics.
• Assist with Oath swear in, Onboarding Orientation, trainings and review approval for payroll, staff leave submissions.
• Demonstrated problem solving in work-from-home, in office, and field environment related to computer equipment setup and management, internet network connection.
• Strong possession of self-discipline, time management skills, resourcefulness and to work collaboratively with leaders and teams.
• Proficiency with technology and how to apply it to solving problems.

Serve as an integral member of the Incident Management Team with direct responsibility for monitoring mission-critical applications and networks for key issues/incidents. Perform a broad scope of technical support functions, including troubleshooting, testing, end-user support and solutions development. Manage VIP tickets, Active Directory user profiles, essential incidents and non-essential initial incidents, severe weather outages and ongoing incident maintenance tasks.
● Tasked with handling encryption tasks, including pushing KeyFiles and troubleshooting system issues.
● Assist with training new analysts on incident coordination procedures, incident creation, email notification, escalation processes and utilizing resources.

● Identify and track application/network incidents within PIER and OneConsole, guiding support groups towards effective resolution.
● Write SOPs (standard operating procedures) and new processes for applications.
● Interface with the federal officials (FCC) NORS to provide status updates on all incidents.

• Provide Command Center Level 3 support on ensuring desktop computers interconnected
• Diagnose and resolve nonrecurring issues related with software applications and OS
• Application installation, setup, desktop remote training and support
• Configure, maintain, troubleshoot and support computer workstations, laptop, and printers
• Install and support PC, laptop, tablets and mobile software for hardware devices
• Ensure desktop computers interconnect seamlessly with application administrative servers

• Ensuring Client satisfaction by providing problem-solving resources; managing staff
• Support of eCommerce, marketing, media, and social network services via eStore
• Manually renew clients SSL certificates utilizing custom websites
• Maximizes operational performance by providing help desk resources and technical advices; disseminating advisories, diagnose network problems, support eCommerce platforms

• As Incident Manager I assumed ownership of Severity Incidents and drove the incidents to a complete satisfactory resolution
• Maintained the goal of Severity Escalations and notification process to restore normal operations as quickly as possible with minimum disruption to the client's business, by ensuring the proper technical support and upper management are actively involved
• Sent hourly email status updates on incident to the customer contact and Key Account Manager
• Reviewed approved and rejected changes to ensure the stability of the processing environment
• Evaluated change requests for any cross-functional impacts and conflicts in resources, priorities or scheduling under Change Management

In charge of strategic monitoring, planning, staffing, a Consumer’s Reports ranked number 1 technical support team of Advisors. A Trillion dollar NASDAQ listed company with 80,300 employees internationally. Supervised 30+ Tier Level 1 Advisor’s. Orchestrated turnaround of sub-standard site performance achieving or exceeding all key measurement parameters.

• Responsible and accountable for all Customer Satisfaction personnel issues (discipline, coaching, mentoring, performance management, work schedules, policy enforcement, etc.)
• Reviewed WAVE data to monitor the customer experience and subordinate statistics
• Monitored service calls to observe the Advisor’s demeanor, technical accuracy and conformity to company policies.
• Answered questions and recommended corrective services to address customer complaints.
• Provided communications and follow up to ensure Advisors are fully informed of all new information related to products, procedures, customer needs and company related issues, changes actions.
• Motivated and encouraged Advisor’s through positive communication and feedback.
• Created residual training pieces to foster growth.