Tyler McFarland

• Developed reports detailing performance metrics such as call volume and response times.

• Managed daily workflow activities to ensure that all issues were addressed promptly and professionally.

• Provided regular updates to management regarding team performance and overarching issues,

• Creating documentation on new/changing processes as well as upkeep of the existing knowledge base library.
• Working with other teams in our department on changes in hardware and software so the information can be relayed to our team.

• Reviewing calls and incident notes of agents to ensure quality of work and identify areas for learning opportunities.

• Reporting of business impacting issues to the CIO of the company as well as the other Executives within the IT group

• Enhanced customer satisfaction by efficiently addressing and resolving support issues.
• Served as a mentor to new team members, helping them acclimate quickly to company policies and procedures.
• Conducted thorough research before responding to complex inquiries, ensuring comprehensive understanding of each situation before offering solutions or advice.
• Maintained accurate records of customer interactions, ensuring proper documentation for future reference.

• Diagnosed network problems involving combination of hardware, software, power and communications issues.
• Improved network performance by troubleshooting and resolving hardware, software, and connectivity issues.
• Managed network upgrades, migrations, and expansions while minimizing disruptions to daily operations.
• Analyzed root causes of recurring issues to develop long-term solutions that increased reliability across multiple networks.
• Supported users in setup and configuration of wireless bridge networks.
• Assisted in the design of scalable wireless networks that accommodated future growth while maintaining high levels of security.

• Provided remote assistance for customers, enabling timely resolutions to complex technical problems.
• Collaborated with cross-functional teams to address complex issues, ensuring seamless communication and faster resolutions for clients.
• Delivered training sessions to new employees, resulting in improved performance and faster integration into the team.
• Streamlined support processes for increased productivity through effective troubleshooting techniques.