Luke Mohler

Responsibilities:

• Serve as the final escalation point for complex technical issues, providing in-depth analysis and resolution for escalated cases from previous tiers.
• Conduct comprehensive reviews of each case, meticulously analyzing all relevant details to deliver optimal resolutions or devise further troubleshooting strategies.
• Assume the role of Subject Matter Expert and Team Lead for Safety Review Cases, guiding the team in effectively handling and resolving safety-related issues.
• Lead team discussions to identify and address recurring issues, leveraging collective expertise to develop innovative solutions and exhaust all internal resources before case closure.
• Collaborate closely with internal engineers to furnish comprehensive case information, facilitating the swift resolution of potential global issues and ensuring seamless communication between support and engineering teams.

Qualifications:

• Extensive experience in technical support, with a proven track record of effectively resolving complex technical issues.
• Strong analytical skills, with the ability to meticulously review and dissect technical problems to identify root causes and develop effective solutions.
• Demonstrated leadership abilities, including experience in guiding and mentoring team members to achieve collective goals.
• Excellent communication skills, both verbal and written, with the ability to convey technical information clearly and concisely.
• Proficiency in collaboration and teamwork, with a commitment to fostering a positive and productive team environment.
• Bachelor's degree in a related field or equivalent practical experience.

• Prioritized customer satisfaction by delivering exceptional support experiences, fostering positive relationships with pro installers, and ensuring their confidence in our products and services.
• Possessed extensive knowledge of the Google Smart Home devices as well as the home products they controlled.
• Went above and beyond to accepted all calls from more than just technicians, to any customer who were misrouted to my queue.
• Easily change my troubleshooting steps to be understood by anyone from Pro technician to average consumer.
• Thrived in a fast-paced environment, resolving technical issues within tight timeframes, averaging 15 minutes per call. Employed sharp problem-solving skills and resourcefulness to identify and implement solutions promptly, ensuring minimal disruption to installation processes.

• Changed and sanitized cutting boards, benches, and surfaces between tasks to avoid cross-contamination.
• Set up and prepared cooking supplies and workstations during opening and closing to maximize productivity.
• Maintained well-stocked stations with supplies and spices for maximum productivity.
• Increased sales by 10% by executing same technique when cooking to ensure every customer had same food to get them to return more often.

• Configured hardware, devices, software to set up work stations for employees.
• Provided Tier 1 IT support to non-technical internal users through desk side support services.
• Dedicated analyst for Dentons US, Dentons Canada, DBG & DCG law firms, equaling 50+ phone calls daily.
• Oversaw merger of Dentons US with Bingham & Greenbaum to ensure new users had proper software and hardware.
• Worked closely with internal IT specialists when escalation was needed and executed recommended troubleshooting techniques.
• DMS, VPNs, Virtual Machine troubleshooting.
• Used ServiceNow ticketing system to document user issues, searching knowledge base articles,
• Fluent in Microsoft Office products, having to reformat entire legal documents, input correct algorithms for Excel, or structure rules and format in Outlook.
• Microsoft and Mac OS troubleshooting, along with cellular device management and Dentons App install.

• Managed day-to-day FOH operations to drive quality, standards, and meet customer expectations.
• Adhered to safe work practices, food safety regulations, and corporate guidelines.
• Addressed guest concerns and resolved all issues to guests' satisfaction.
• Emphasized guest satisfaction during departmental meetings and focused on continuous improvement.
• Motivated staff to perform at peak efficiency and quality, breaking previous sales records by 8%.
• Demonstrated leadership by keeping up with cleanliness and organization and delegating roles to employees.

• Accurately processed POS transactions, returning coin, currency, payment cards, and receipts to customers.
• Responsible for consistently learning new technology in order to improve overall knowledge, and provide our customers with excellent service.
• Utilized sales techniques and Business Intelligence (BI) to help customers find product that best fits their needs.
• Maintaining equipment/instruments to provide trusted product for customer.
• Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.

• Measured, cut and sewed materials to fit specifications.
• Correctly and safely used variety of hand tools, saws and cutting equipment to carry out job duties.
• Disassembled couches, loveseats, fine chairs to reupholster fabric.
• Planned and paced work efficiently in order to meet daily, weekly, project, or production goals.

• Operated mechanical and laser fabric cutter to be sewn onto assortment of equipment for law and military professionals.
• Had to quickly identify and remember 30+ types and tones of fabric to guarantee that correct fabric was being used when producing garments.
• Responsible for weekly/monthly/yearly maintenance on all machinery.
• Great attention to detail with each piece of fabric cut to ensure all products will perform effectively in crisis situation.
• Responsible for creating and updating design layouts to maximize entire pieces of fabric to reduce waste while ensuring all pieces of attire were cut correctly.
• Maintained constant workload to maximize labor to cost efficiency.