Marlon Husband

• Managed and coordinated multiple projects from start to finish all while ensuring a timely completion.

• Developed departmental objectives, budgets, policies, procedures and strategies.

• Properly delegate workload amongst team members and aid when needed.

• Analyze, organize, and execute efficient transition of any hardware or software related upgrades required at the site

• Worked directly with airline IT project and product managers when needed to develop or resolve issues with software or customer related issues.

• Test and troubleshoot any new software or peripheral devices that are being introduced on site.

• Ensure that team completes scheduled and unscheduled maintenance on all computers and kiosks, as well as monitor daily computer and kiosk proformance.

• Organized and supervised any airline, kiosk or back office relocation at the site.

• Train any newly hired SITA techs and familiarize them with our standard practices and procedures.

• Identify knowledge and documentation gaps, and ensure there is a process to get up to-date information through a knowledge repository.

• Participated in Process Improvement Team which resulted in AT&T saving over 2.5 million dollars through reducing unnecessary service calls and customer contact.
• Prepared and evaluated CRM reports to identify problems and areas for improvement.
• Improved customer feedback and overall customer interaction via special projects.
• Created training materials for use in onboarding new staff members into the customer service team.
• Developed and implemented strategies for improving customer satisfaction and loyalty.
• Participated in special retail sales projects.
• Ranked 10th in sales and revue for the Southeast region of the United States.
• Maintained 98% retention rate with customers and 95% good customer feedback .
• Consulted with customers to recommend and sell a variety of products and services.
• Provided weekly reports of sales targets to upper management.

• Repaired faulty terminals, connectors and splices within the system.
• Configured voice, data networks including Cat5e, Cat6 cabling installation and termination.
• Assembled communication panels utilizing punch down blocks, patch panels and jacks.
• Assisted in setting up fiber-optic cable systems for data transmission purposes.
• Resolve any network, server, or internet connection related issues.
• Test and troubleshoot any new software or peripheral devices that are being introduced to the site.