Open To Work
Gregory Hanes
Ocala,FL
Work Preference
Job Search Status
Open to workDesired start date: Immediately
Desired Job Title
Tier 1 Technical Support RepresentativeTier 2 Technical Support SpecialistHelp Desk Support SpecialistTier 2 Technical Support RepresentativeWork Type
Full TimeLocation Preference
RemoteSalary Range
$45000/yr - $100000/yrImportant To Me
Work-life balanceFlexible work hoursCareer advancementSummary
Information technology professional dedicated to exceptional customer support and team development. Proven track record in resolving complex technical issues and implementing process improvements that enhance service delivery. Committed to maintaining high operational standards to elevate customer satisfaction.
Overview
25
25
years of professional experience
4
4
Certification
Work History
Tier 2 Supervisor
Startek USA
01.2024 - Current
- Achieved recognition as a top monthly performer through high customer satisfaction.
- Delivered advanced technical support for inbound inquiries and ticket-based escalations for internet phone and TV services.
- Resolved customer complaints swiftly, maintaining high levels of satisfaction.
- Implemented process improvements that enhanced service delivery and operational efficiency.
- Facilitated interdepartmental communication for prompt issue resolution.
- Coordinated departmental efforts to streamline workflow processes.
- Provided direction to subordinates on job responsibilities and expectations.
- Ensured compliance with company standards in all activities.
Elite Care Agent
Startek USA
01.2023 - 01.2024
- Achieved top monthly performance ranking by delivering service excellence and ensuring high client satisfaction.
- Resolved customer inquiries promptly, enhancing overall satisfaction rates.
- Delivered inbound technical support and billing assistance for internet, phone, and TV clients.
- Coordinated with cross-functional teams to resolve technical challenges efficiently and enhance customer experience.
- Utilized customer feedback to enhance support strategies and optimize service delivery.
- Conducted training on product features to ensure knowledgeable client interactions.
- Managed inquiries by employing effective communication and problem-solving skills.
- Maintained accurate records of customer interactions using company software systems.
Technical Support | Floor Support | Cox Complete Care
Support.Com
01.2014 - 01.2023
- Administered inbound advanced wireless networking tier 1 and tier 2 support, achieving top monthly performance.
- Utilized advanced technical skills to troubleshoot complex problems and implement effective solutions.
- Resolved customer issues with knowledgeable, friendly service, contributing to increased customer satisfaction.
- Identified customer needs promptly to enhance service delivery.
- Delivered residential support through remote troubleshooting of PCs, laptops, and applications.
- Assisted support technicians with procedural quality and technical issues during outbound customer service calls, improving team effectiveness.
- Developed procedure handbook for floor support agents, enhancing operational consistency across the team.
- Provided technology training and advice for Cox Complete Care clients on device personalization and software usage.
Trainer
Support.com
01.2016 - 01.2019
- Facilitated approved training materials in a professional work environment to enhance trainee engagement and learning.
- Coordinated training programs with management to align with company objectives.
- Trained top talent to fill key positions and enhance overall productivity.
- Supervised and educated newly hired employees on policies, procedures, and technology skills to ensure compliance and proficiency.
- Delivered engaging presentations on new technologies and support processes.
- Provided constructive feedback and positive reinforcement to motivate trainees and support their development.
- Documented all training activities, including attendance records and feedback forms.
- Recommended enhancements to existing training processes based on observations.
Owner | Operator
Hanes PC Support
Ocala, Florida
01.2007 - 08.2015
- Managed all business operations, including business development, training, computer repair, technical support, desktop application administration, customer service while maintaining and designing customer web pages.
Computer & Network Technician
Dataone Networks
Ocala, Florida
01.2005 - 01.2007
- Installed cabling, wireless routers, and telephone systems for data communications networks.
- Increased domain levels by closely managing Windows domain move.
- Ran cabling and installed data drops for new node installations.
- Supported users both local and by phone with problem resolution and education.
- Diagnosed and resolved hardware, software and network problems and replaced defective components.
- Traveled to remote office locations to install nodes and implement client software rollouts.
- Troubleshot hardware and software to determine and rectify network problems.
- Monitored operational and security procedures for numerous computers in network, related systems administration and maintenance protocols.
- Configured and maintained network backup and recovery procedures.
- Configured rack server network hardware considering rail depth, hardware mounting and cable routing.
- Assessed and responded to network system alerts, prioritizing serious faults to rapidly address downtimes.
- Performed network diagnostics to determine performance levels of new installations and detect faults in existing infrastructure.
Outbound Call Support | Support Mentor | Trainer
The Answer Group, TAG
Ft. Lauderdale, Florida
01.2001 - 12.2005
- Contacted customers to complete support issues, maintain customer relations, and to follow-up on previous tech support processes while assisting Tier 1 technicians in both quality and technical issues, as well as maintaining their continued education by providing innovative technical training programs.
- Accountable for the troubleshooting and repair of Tier 2 / 3 computer related issues while consistently maintaining exceptional customer relations as well as the training of Tier 1 Technical Support Staff.
Skills
- Incident response coordination
- Service level oversight
- Help desk management
- Technical support expertise
- Cross-platform operating systems
- Team performance optimization
- Coaching and training initiatives
- Continuous service improvement
- Documentation analysis and review
- Excellence in customer service
- Multitasking proficiency
- Conflict mediation skills
- Customer-centric approach
- Integrity in teamwork and collaboration
- Network administration and deployment
- Operating systems
- Virtualization technologies
- Advanced troubleshooting
- System diagnostics
- Hardware configuration
- Ticketing systems
- Server maintenance
- Desktop support
- Network diagnostics
- Hardware diagnostics
- Service support
- Hardware and peripherals
- Hardware upgrades
- Issue escalation
- Issue troubleshooting
- MS office proficiency
- Technical support
- Support case resolution
- Network configuration
- Technical documents comprehension
- Antivirus software
- Ticket support system management
- Microsoft outlook
- Technical troubleshooting
- Application installations
- Customer service expert
- System administration
- Active listening
- Microsoft certified solutions associate (MCSA) certificate
- DHCP/DNS ethernet and firewall proficient
- Hardware troubleshooting
- Windows 10
- User support
- Wide-area networks
- Product troubleshooting
- Customer service
- TCP/IP
- Mac systems
- LAN/WAN
- Product training
References
Reba Kuras
(320) 296-9088
Bary Gordon
(352) 208-9192
Anna Donnel
(513) 226-2389
Phone
Home - (352) 387-9741
Cell - (352) 216-7168
Further Employment History
Available upon request
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Certification
- A+
- Network+
- Security+
- Microsoft Certified Professional (MCP)
Timeline
Tier 2 Supervisor - Startek USA
01.2024 - Current
Elite Care Agent - Startek USA
01.2023 - 01.2024
Trainer - Support.com
01.2016 - 01.2019
Technical Support | Floor Support | Cox Complete Care - Support.Com
01.2014 - 01.2023
Owner | Operator - Hanes PC Support
01.2007 - 08.2015
Computer & Network Technician - Dataone Networks
01.2005 - 01.2007
Outbound Call Support | Support Mentor | Trainer - The Answer Group, TAG
01.2001 - 12.2005