MICHAEL J. ZAHAROOLIS
Clearwater,FL
Summary
Accomplished in elevating customer experiences through expert remote technical support and exceptional problem-solving abilities, I have significantly contributed to Verizon Wireless by mastering both hardware and software troubleshooting. My journey includes leading teams and enhancing operational efficiency, demonstrating a keen attention to detail and a strong capacity for decision-making.
Overview
25
25
years of professional experience
Work History
Tier 2 Technical Support Specialist
Verizon Wireless
10.2019 - Current
- Starting training as a care voice agent in late October 2019 and transitioned home due to COVID in 2020, from there moved into messaging in April of 2020 as business needs arose
- Worked in the voice platform for six months and transitioned to the digital messaging platform in 2020 to present.
- Digital platform allowed me to provide Tier I & II troubleshooting on hardware and software, network testing, as well as working with customer on all account needs while working independently with little direction to enhance customer satisfaction by resolving complex technical issues with a efficient solution.
Delivery Expert with Manager Capabilities
Domino’s /Team St. Pete
03.2013 - 10.2019
- Daily tasks of customer services via phone and direct contact with public in the store and at customers’ homes.
- Handling team member end of day checkouts of credit card, cash orders as well as manager computer overrides.
- Responsible for ensuring customer order are correct, delivered within the quoted time frame and making any customer expectations are met and exceeded.
Apple Technical Support Advisor/Team Manager for Advisors
Kelly Services /HBA
03.2010 - 02.2012
- Four weeks of classroom training as well as ongoing Self-Guided Training ( SGT’s) on various Apple Products as well as one week of phone training with live customer calls as Home Based Advisor ( HBA)
- Home Based Advisor ( HBA) providing technical support for Apple iPhone, iPad, and iPod Touch devices.
- Troubleshooting, setting up repair and providing customer with options to purchase the AppleCare Protection Plan, AppleCare Support Line Agreement or the free support at www.apple.com/support website as well as email customer with specific troubleshooting step for solving the issue
- Promoted to Lead of the Day (LoD) which allowed me to manage and develop 3 different advisors, while training on various on managerial tools and reports needed daily.
- Promoted quickly to Team Manager for training on further Northstar progress report, Coaching, Role Playing scenarios, and updating in Sales Force for a whole team of advisors, as well as handling the daily Peer-to-Peer feedbacks for each of the advisors
Dell Technical Support Professional
Stream Global Services
03.2009 - 02.2010
- Four weeks of extensive training of Dell systems products such as, OptiPlex, Vostro, Latitude and Precision Workstations
- Trained to provide technical phone support for Dell Gold/ ProSupport customers that would be calling for troubleshooting of hardware or software issues, installation or reinstallation of different operating systems, and dispatching of hardware and media to customer locations
- Handling of safety captures, system exchanges and any customer service requests
Purchasing Manager/ Sales Representative
I Group Electronics
01.2007 - 01.2008
- Worked from 2003 thru 2006 and again in 2007 and 2008
- Maintained $30,000 per month average in individual sales with established and new customers
- Provided counsel to the CEO, VP Sales and senior sales representatives on cost strategies to improve customer satisfaction and probability of sale
- Evaluated customer requirements and specifications providing value added feedback to reduce cost
- Sourced, negotiated and purchased electronic components to meet customer requirements
- Maintained daily routine of 80-100 cold calls; resulting in average monthly sales of over $40,000
- Negotiated and purchased electronic components for immediate resale to Original Equipment Manufactures (OEMs) and Distributors
- Composed and circulated a weekly e-newsletter to promote hot inventory and company promotions
Division Sales Manager
Trinity Technologies, Inc.
01.2006 - 12.2006
- Opened and managed one of three branches of a multi-million dollar Electronic Component distribution corporation
- Managed day-to-day operations providing supervision to four sales and purchasing representatives
- Conducted new hire orientation, quarterly reviews, and job specific training for all branch employees
- Actively serviced and maintained an account base of over 200 Original Equipment Manufactures (OEMs)
Sales Manager/ Senior Sales/ Warehouse Manager
Foresight Technologies, Inc.
01.2000 - 01.2003
- Supervised and trained a rotating team of ten sales representatives
- Opened and maintained account based of 300 customers that consisted of OEMs and distributors
- Managed day-to-day operations of the company warehouse
Education
Network Administration Professional -
FastTrain
Clearwater, FL01.2009
Business Administration -
Middlesex Community College
Lowell, Mass.01.1995
Skills
- Remote Technical Support
- Customer Support
- Mobile Device Support
- Customer Service
- Attention to Detail
- Problem-solving abilities
- Multitasking Abilities
- Decision-Making
- Troubleshooting Network Issues
- Team Collaboration
- Self Motivation
- Online Chat Support
Timeline
Tier 2 Technical Support Specialist
Verizon Wireless
10.2019 - Current
Delivery Expert with Manager Capabilities
Domino’s /Team St. Pete
03.2013 - 10.2019
Apple Technical Support Advisor/Team Manager for Advisors
Kelly Services /HBA
03.2010 - 02.2012
Dell Technical Support Professional
Stream Global Services
03.2009 - 02.2010
Purchasing Manager/ Sales Representative
I Group Electronics
01.2007 - 01.2008
Division Sales Manager
Trinity Technologies, Inc.
01.2006 - 12.2006
Sales Manager/ Senior Sales/ Warehouse Manager
Foresight Technologies, Inc.
01.2000 - 01.2003
Business Administration -
Middlesex Community College
Network Administration Professional -
FastTrain
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