Mark Robinson
Valley,AL
Summary
Technical Support specialist with experience working in various fields such as technical support, implementations, development, activations, and teleconferencing. Experienced in identifying the needs of the client and working to find a solution promptly and professionally.
Overview
26
26
years of professional experience
Work History
Customer Support – Senior Agent
Tactacam
02.2024 - Current
- Utilized customer service software to manage interactions and track technical information.
- Responded to customer requests for products, services, and company information.
- Tracked customer service cases and updated service software with customer information.
- Enhanced productivity levels by anticipating customer needs and delivering outstanding support.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Managed timely and effective replacement of damaged or missing products.
Logistics Technician
WOW
06.2018 - 11.2023
- Role requires warehousing duties including ordering of equipment and inventory control
- Develop and evaluate processes to ensure effectiveness of IP design deployment
- Involvement with developing and/or evaluating applications or tools in support of automation and administrative support
- Maintains inventory tracking of equipment, monitors minimum levels and orders equipment as needed
- Configuration / reconfigure Routers and CPE equipment
- Loading Configurations into equipment and shipping to customer location
- Manage work queues as well as to prevent delinquent tasks and resolution
- Assist with technical questions/resolutions from other WOW colleagues
- Shipping equipment to the correct site for customer activation
- Coordinate own responsibilities with those of other team members so no order is delayed
- Alerts management to revenue affecting road blocks
- All other duties as assigned.
Graphic Designer
BamaGirl Designs, Inc.
12.2011 - 03.2018
- Digitize various file formats for printing and machining
- Responsible for the design the BamaGirl, LLC webpage
- Responsible for assisting customers with designs and various other support issues
- Use Adobe Photoshop and CorelDraw to design elements for use.
Implementations Specialist [Contractor]
Official Payments, Inc.
08.2013 - 12.2013
- Build online payment options for Higher Education and County clients
- Contact clients to discuss upgrades and technology related questions
- Responsible for updating all reporting tools and software with assignment progress.
Learning Systems Administrator [Contractor]
CCCi, Inc.
10.2010 - 03.2011
- Created a method to log a client’s request and track it until it was completed
- Created a recorded training program and accompanying documentation for clients to learn various tools such as LiveMeeting, Webex, and Plateau
- Worked with the client and the IT team to redesign the learning management systems and implement an easier-to-use interface.
MES Analyst
HISNA
05.2009 - 05.2010
- Created a dynamic tracking page to check for equipment faults in the assembly production equipment
- This was done by accessing the daemon process on the server side
- Created and was responsible for creating a web-based error tracking report
- This report was updated every 15 minutes and was accessible by all management members
- Checked for areas of improvement in relation to how the MES software interacted with the daemon processes and the production equipment
- Designed a system that tracked all the daemon processes for the entire automotive plant as they happened and gave a warning when any process from any shop returned any error.
Expert Technician, Level II
InterCall, Inc.
04.2002 - 04.2008
- Responsible for handling high value clients
- This would include direct contact to resolve issues with high level executives on a daily basis
- Trained the new technicians
- The technician would train for 2 weeks while I instructed the technician on the web and video platforms
- Zone Training, 2nd Shift: Responsible for handling the training of all hired operators on 2nd shift
- I was responsible for ensuring they were at work, on time and prepared daily
- I served as their supervisor for 3 weeks or until I released them to the call execution floor
- Developed the training curriculum used by call execution for training new operators
- It listed what should be covered daily and provided instructions on the method being taught
- Expert Operator: Handled the high value customers
- This would include developing custom scripting, managing polls and question and answer sessions and managing call security
- Chosen to be part of the “specialized” accounts team
- This team would be specific to a company and would have knowledge of the company’s call process and procedures
- Given the status of “voice talent.” The customer typically paid extra to have a voice talent facilitate their calls.
Customer Service Representative
CharterBank
05.1998 - 01.2002
- Assisted in training all new employees on banking systems and procedures
- Created a new process to track overages and shortages nightly
- Created procedures for handling customer requests regarding account discrepancies.
Education
Associates Degree [2 year degree – General Academics] -
Southern Union Community College
Opelika, AL08.2024
Skills
- Professional Speech training
- Learning management systems
- VoIP (products, implementation, troubleshooting)
- Coaching and Mentoring
- Employee Relations
- Observance of standards
- Telephone Etiquette
- Order Fulfillment
References
References are available on request.
Timeline
Customer Support – Senior Agent
Tactacam
02.2024 - Current
Logistics Technician
WOW
06.2018 - 11.2023
Implementations Specialist [Contractor]
Official Payments, Inc.
08.2013 - 12.2013
Graphic Designer
BamaGirl Designs, Inc.
12.2011 - 03.2018
Learning Systems Administrator [Contractor]
CCCi, Inc.
10.2010 - 03.2011
MES Analyst
HISNA
05.2009 - 05.2010
Expert Technician, Level II
InterCall, Inc.
04.2002 - 04.2008
Customer Service Representative
CharterBank
05.1998 - 01.2002
Associates Degree [2 year degree – General Academics] -
Southern Union Community College
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