Robert Goady II

Work History

Paubox

05.2021 - Current

Improved customer satisfaction by efficiently resolving technical issues and providing timely support.
Troubleshot Email issues including delivery problems & receiving statues,
Trained new hires on technical support procedures, contributing to overall team success and performance improvement.
Provided high-level technical support in identifying issues and explained solutions to restore service and functionality, by phone, e-mail
Documented support interactions for future reference.
Collaborated with cross-functional teams for complex problem-solving, leading to improved operational efficiency.
Reduced response time with effective communication skills, ensuring customers received prompt assistance.
Explained technical information in clear terms to promote better understanding for non-technical users.
Researched and identified solutions to technical problems.
Managed high levels of call flow and responded to technical support needs.
Escalated critical incidents requiring specialized expertise to appropriate departments, facilitating swift resolutions.

One Support

05.2020 - 05.2021

Improved customer satisfaction by efficiently resolving technical issues and providing timely support.
Troubleshot networking issues including connectivity problems, slow speeds, or complete outages effectively restoring service functionality promptly.
Resolved 30 technical support inquiries per day.
Walked individuals through basic troubleshooting tasks with their Internet.
Reduced response time with effective communication skills, ensuring customers received prompt assistance.
Documented all client interactions thoroughly in the incident management system, allowing for efficient tracking of recurring issues and trends.
Explained technical information in clear terms to promote better understanding for non-technical users.
Provide thorough support and problem resolution for customers.
• Maintain composure and patience in face of difficult customer situations.
• Achieve Top Rankings in call metrics, including Call Duration, AHT [Average Handle Time], Average Number of calls per shift [25/shift], customer satisfaction rating, and Call fix Ratio.
• Research issues on customer accounts, internet equipment issues, and data connectivity issues.

Healthcare Tech Services

03.2019 - 07.2020

Maintained office PCs, networks and mobile devices.
Set up PCs, projectors, and microphones for use in video conferencing rooms.
Established, repaired and optimized networks by installing wiring, cabling and devices.
Provided remote technical support, resolving issues quickly without requiring onsite visits whenever possible.
• Increased performance by 40% via continual service updates and white glove point of contact.
• Improved customer experience by replacing existing equipment with devices with performance and lifespan guaranteed for 5 years, while also reducing the amount of equipment needed.
• Maintained hardware performance, network connectivity, and software updates for 15+ Nursing homes and 300+ employees
• Provided all new hires with equipment and appropriate training on tools.
• Diagnosed issues with nursing home-critical hardware and software, including laptops, desktops, tablets, wifi routers, network connection issues, switches, VOIP, and station-specific systems.
Conducted regular preventive maintenance on hardware equipment, prolonging lifespan while minimizing unexpected failures.
Enhanced user experience with thorough troubleshooting and resolution of hardware and software problems.

Microsoft

07.2015 - 03.2019

Provided expert support for Microsoft applications, resolving technical issues quickly and efficiently.
Installed and configured server and workstation hardware, OS and custom applications.
Trained in-house users on advanced functionality of Office 365
• Achieved Sales Targets: $7-10M in product sales revenue annually
• Proficient in assessing complex customer problems with Outside the Box solutions.
• 2 x Microsoft Sales MVP
• Frequent collaboration with Team members, Departments, and Competitors.
• Recognized achievements of Sales Associates and Department Goals
• Improved the Windows Store ranking from #450 in the company to #13 in sales
• Maintained Top 20 rank in company throughout tenure with company.
• #1 in District Sales 3 years in a row.
• #2 in Regional Sales 3 years in a row.
• Expert knowledge of IT and Microsoft Ecosystem [Windows 10 & Office 365] to solve customers and SMB challenges.
• Proficient in Training and Development of Sales Associates to achieve Sales and conduct proper demonstrations of products.
• Recognize and Identify economic and Sales Drivers and implement them in Trainings.
• Study numbers IST and Windows Goals and sales goals to anticipate industry implications and market demand.