Richard Pascoe
Brick
Summary
Experienced support professional with a positive and friendly demeanor, known for keen attention to detail and effective communication skills. Proven track record of successfully managing diverse and challenging requirements. Skilled in ensuring customer satisfaction and adept at working in a 24/7 uptime environment.
Overview
8
8
years of professional experience
Work History
Full Sail Support Team Leader
Full Sail University
03.2022 - 06.2025
- Accomplishes department objectives by managing entry level employees.
- Conducts phone screening and formal interviews for the purpose of hiring.
- Create and execute departmental trainings to achieve customer satisfaction reflecting Full Sail University’s brand integrity to students, parents, faculty, and staff
- Successfully mentoring employees leading to numerous promotions by cultivating an environment where they are motivated, encouraged, and invested in to achieve organizational goals while being developed towards future professional opportunities
- Develops interdepartmental SOPs (Standard Operating Procedures) by collaborating with departments across the university to ensure the consistency of the services provided Conducts routine department audits to ensure we are maintaining a high level of service/support
- Maximized performance by monitoring daily activities and mentoring team members.
Full Sail Support Tier II
Full Sail University
03.2021 - 03.2022
- Continued supporting the students in a new role
- Alongside assisting students in their pursuit of education, I also was tasked with Projects such as: Working on our Wiki database and updating to accommodate our changing process, assisting with our case queue and directing incoming student requests to their appropriate destination, and continuing with training new agents and providing support for our team.
- Recognized escalation needs and connected customers with advanced support staff.
- Managed fast-paced call center work to assist high volume of daily customers using multiple internal databases and systems.
Full Sail Support Tier I
Full Sail University
03.2020 - 03.2021
- Supported students in their dreams by helping them along their admissions and enrollment process
- Provided excellent service and engaged students in order to ascertain, anticipate, and assist with their needs
- Trained incoming support agents and served as a resource for teammates.
Customer Service Representative
Spectrum
05.2019 - 10.2019
- Spoke with customers to troubleshoot issues with telecommunications equipment
- Managed multitasking efficiently to provide the most effective and friendly solutions possible for customers.
HVAC Controls Technician
ABC Controls
09.2018 - 04.2019
- Installed controls for businesses to operate HVAC systems and helped troubleshoot network issues in systems.
Operations Data Analyst
Medidata Solutions
01.2017 - 08.2018
- Performed data entry duties including but not limited to user administration, site administration, report generation, quality control, information gathering, and verification
- Tasked with managing 80 tickets a day; excelled by handling around 120 a day
- Expanded knowledge and expertise with Microsoft Excel and similar software.
Education
No Degree -
Ocean County College
High School Diploma -
Brick Township Memorial High School
01.2011
Skills
- Detail-oriented
- Customer Service
- Technical Troubleshooting
- Helpdesk Operations
- Recordkeeping Skills
- Technical assistance
Timeline
Full Sail Support Team Leader
Full Sail University
03.2022 - 06.2025
Full Sail Support Tier II
Full Sail University
03.2021 - 03.2022
Full Sail Support Tier I
Full Sail University
03.2020 - 03.2021
Customer Service Representative
Spectrum
05.2019 - 10.2019
HVAC Controls Technician
ABC Controls
09.2018 - 04.2019
Operations Data Analyst
Medidata Solutions
01.2017 - 08.2018
High School Diploma -
Brick Township Memorial High School
No Degree -
Ocean County College
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