Michael Brown

*Maintains a close working relationship with vendors to identify and solve problems with software systems and keep apprised of upcoming services and security changes. Troubleshoots problems, makes corrective changes to existing configurations through consultation with vendor.

*Performs direct technical support, training, and/or problem resolution for end-user clients at all levels within the organization supporting a wide variety of enterprise services and systems with special emphasis on mobile client solutions.

*Provides instruction to employees on features and capabilities of mobile apps, end user software packages and assists employees with utilizing application software to meet their needs.

*Serves as an advisor and resource related to mobile technology for other technical staff.

*Set customers up and running with the latest products and services such as air cards, USB devices, as well as AT&T-provided software & applications.

*Delivered exceptional customer service through expert handling of complex or specialized requests via various communication channels for customers, owning the issues through to resolution.

*Handled escalated account support issues ensuring a satisfactory resolution for all parties.

*Supported confidential customers with the highest level of discretion.

*Multi-tasked while working with customers or pivots activities when an urgent or escalated need arises.