Travis McCormack

• Provide technical support and customer service to users via phone, email, and chat, ensuring timely and effective resolution of hardware, software, and connectivity issues.
• Assist customers in troubleshooting common technical problems with applications, operating systems, and devices.
• Log and track support requests in ticketing systems (ServiceNow), maintaining accurate records of issues and solutions.
• Guide customers through step-by-step instructions to resolve technical concerns in a clear, patient, and professional manner.
• Escalate complex issues to higher-level support while ensuring proper documentation and follow-up.
• Educate users on best practices for system use, data security, and self-service tools.
• Collaborate with internal IT teams to identify recurring issues and contribute to process improvements.
• Consistently meet or exceed key performance indicators (KPIs) related to customer satisfaction, response times, and resolution rates.

Key achievements:

• Achieved a customer satisfaction score of over 90% through consistent, high-quality support.
• Recognized for handling high-volume support periods while maintaining service standards.
• Performed training of new hires.
• Audited coworker outputs for compliance with standards while ensuring quality and timely escalation of issues to the appropriate channels.

• Managed daily operations of service department, ensuring efficient workflow and customer satisfaction.
• Responsible for managing customer expectations in delivering superior levels of service.
• Customer-focused approach to troubleshooting, resolving problems and ensuring repeat business.
• Coordinated communication between service advisors and technicians to streamline service processes.
• Supervised teams of technicians and other advisors.
• Maintained IT functionality through troubleshooting and system monitoring.
• Applied critical thinking to devise effective, outside-the-box solutions for complex user problems.

• Managed scheduling and resource allocation, optimizing workforce productivity across multiple departments.
• Customer-focused approach to troubleshooting, resolving problems and ensuring repeat business.
• Supervised 8 field technicians; ensured high-quality service delivery, and efficient project completion. Worked in the field as needed.
• Managed and enforced workplace safety program, reducing incidents and ensuring compliance with OSHA and company guidelines.
• Maintained IT functionality through troubleshooting, user assistance, and system monitoring.

• TSA Badging Officer and Signatory Authority.
• Conducted background and suitability reviews.
• Customer-focused approach to troubleshooting, resolving problems and ensuring repeat business.
• Supervised daily operations to ensure efficient service delivery and customer satisfaction.
• Supervised and maintained a work schedule for 22 field technicians working across 6 states.
• Maintained IT functionality through troubleshooting, assistance, and monitoring.
• Implemented process improvements that reduced response times for service requests.
• Managed inventory systems to optimize stock levels and minimize downtime.
• Applied critical thinking to devise, outside-the-box solutions for high-complexity cases.

• Oversaw daily operations of service department, ensuring efficient workflow and customer satisfaction.
• Succeeded in making service department more profitable and better organized
• Responsible for managing customer expectations in delivering superior levels of service
• Identified and advised leadership on best practices

• Assisted Service Manager with all aspects within the service department
• Responsible for managing customer expectations in delivering superior levels of service
• Successfully implemented my recommendations to make the department more efficient and profitable
• Performed planning and development on multiple projects to improve processes within the service department
• Applied critical thinking to devise effective, outside-the-box solutions for complex user problems.

• Maintained and controlled all field matters on multiple projects
• Established and enforced project safety as the OSHA Safety Officer
• Implemented work plans and schedules

• Design erection drawings for new metal buildings using AutoCAD programs
• Review projects with customers, architects and engineers

• Ordering and maintaining supplies for the unit
• Maintenance and upkeep of Navigation Boats
• Member of Presidential Honor Guard in Washington, DC and held a White House Security Clearance

• Inventory control management of Navy and Air Force supplies at several bases