James Manning
Brunswick,GA
Summary
Analytical IT Specialist with 3+ years of problem resolution expertise. Critical thinker who addresses support issues quickly and who consistently exceeds performance standards. Levelheaded and calm in stressful situations with well-developed people skills.
Overview
9
9
years of professional experience
Work History
Technical Customer Service Advisor
Conduent
06.2022 - 02.2023
- Streamlined appointment scheduling for improved efficiency and increased daily appointments.
- Reduced wait times with efficient coordination of service tasks among technicians.
- Enhanced customer satisfaction by providing timely and accurate service recommendations.
HelpDesk Technology Specialist 2
Radial inc.
06.2019 - 08.2020
- Responsible for providing accurate and timely Account Creations/Terminations
- In charge of working global and local support issues for L2/L1 ticking queues as well as drive mapping for agents, supervisors, and managers
- Responsible for providing 24/7 support at the local Call center
- Conjugate with leadership providing pragmatic solutions for in-building issues
- In charge of communicating with the local admin regarding agent accounts
- Efficiently provided support by working account change requests
- Proficient and knowledgeable in providing support for on-boarding agencies assisting with the hiring process and equipment
- Effectively worked with network services regarding cabling, updates, servers, and switches for quick resolutions
- Responsible for maintaining these duties along with L1 issues for Work at home support.
HelpDesk Technology Specialist 1
Radial inc.
06.2017 - 06.2019
- Responsible for providing IT support for customer service agents working from home while effectively troubleshooting equipment and application issues occurring inside a VDI environment
- Conducted re-imaging for VoIPs and Thin Clients while assisting L2 with re-imaging of in-building PCs
- In charge of issuing, testing, as well as managing an up to date count of inventory for work at home agents
- Proficient and knowledgeable in accessing information from multiple locations
- Exporting Excel spreadsheets for work at home adjustments
- Experienced in creating RSA accounts as well as uploading content to an FTP.
VoIP Conversion Resource
Radial inc.
03.2017 - 06.2017
- Converting/Training agents via outbound calls to operate on VoIP; Troubleshooting equipment issues in an attentive timely fashion; Communicating with the work at home project manager and IT department to ensure success during conversion.
Team Lead
Radial Inc.
01.2017 - 03.2017
- Audit/Calibrate frontline customer support calls for quality assurance, field supervisor calls, and monitor queue
- Responsible for coaching frontline agents to improve metrics; Stream line client updates and policy to frontline agents; Provide ongoing leadership and professional guidance for new hire classes.
Work At Home Trainer
Radial Inc.
09.2016 - 03.2017
- Responsible for training agents on VDI to work from home; Maintain/Issue inventory for 113 work at home agents; Schedule web based training segments; Communicate with work at home support regarding line installs/cancellations/suspensions/RSA revocations; Organize equipment contracts /agreements for Radial and Adecco.
Certified Keurig Specialist CSR/Floor Walker
E-Bay Enterprise
05.2015 - 09.2016
- Field customer service calls; confirm needs and provide appropriate service to complete internet orders or troubleshoot/resolve brewer issues
- Assisted frontline agents resolve/troubleshoot customer's issues
- Selected to serve as Avaya/Open Span tester during client's software conversion project; Assisted creating Excel spreadsheet to document progress/bugs serving as liaison for client; Created Open Span guide for client's supervisors and team leads
- Earned Employee of the month 4/16.
Certified Keurig Specialist CSR
E-Bay Enterprise
08.2014 - 05.2015
- Field customer service calls; confirm needs and provide appropriate service to complete internet orders or troubleshoot/resolve brewer issues.
Education
Sound Engineering/Programming -
Atlanta Institute Of Music
Atlanta, GA12.2006
General Education Diploma -
Adult Literacy Center
Brunswick, GA05.2002
General Studies -
Brunswick High School
Brunswick, GA02.2002
Skills
- Proficient troubleshooter
- Data Entry
- Documentation And Reporting
- Quality Control
- Patient and diligent
- Attention to detail
- Proactive
- Multitasking and Organization
Applications Os
- Avaya One-X
- Office 365(Outlook, Word, Excel, OneDrive)
- Active Directory
- CMS
- Customer Care
- Microsoft Teams
- Salesforce
- VoIP
- Skype
- Siebel
- Epiphany
- RDA
- RSA
- VMware
- Team Viewer
- Windows
- MAC
References
References available upon request
Timeline
Technical Customer Service Advisor
Conduent
06.2022 - 02.2023
HelpDesk Technology Specialist 2
Radial inc.
06.2019 - 08.2020
HelpDesk Technology Specialist 1
Radial inc.
06.2017 - 06.2019
VoIP Conversion Resource
Radial inc.
03.2017 - 06.2017
Team Lead
Radial Inc.
01.2017 - 03.2017
Work At Home Trainer
Radial Inc.
09.2016 - 03.2017
Certified Keurig Specialist CSR/Floor Walker
E-Bay Enterprise
05.2015 - 09.2016
Certified Keurig Specialist CSR
E-Bay Enterprise
08.2014 - 05.2015
Sound Engineering/Programming -
Atlanta Institute Of Music
General Education Diploma -
Adult Literacy Center
General Studies -
Brunswick High School