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Vanessa Joseph
Hollywood,FL
Summary
Tech support specialist and operations leader driving seamless onboarding and software implementation. Enhanced user adoption rates through tailored programs and effective training methods. Resolved 95% of technical issues promptly while collaborating cross-functionally to improve service efficiency. Unique expertise in developing operational frameworks and fostering team performance ensures high customer satisfaction and operational excellence.
Savvy expert experienced in troubleshooting computer hardware and software issues in customer-focused environments. Possesses comprehensive knowledge of standard operating systems, networking protocols and technical support procedures. Skilled in identifying and resolving complex technical problems.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Implementation Specialist & Onboarding
Ooma
Hollywood, Florida, United States
01.2023 - 02.2026
- Assisted in managing VoIP systems to enhance communication efficiency. Supported troubleshooting efforts to resolve technical issues promptly. Collaborated with team members to implement user training for VoIP applications.
- Achieved seamless network connectivity by optimizing LAN/WAN configurations. Enhanced user satisfaction by resolving network issues promptly. Improved overall network performance through strategic troubleshooting and support initiatives.
- Managed task assignments and progress monitoring through Jira to ensure project deadlines were met. Develop onboarding programs customized for departmental needs.
- Oversee software implementation projects, enhancing user adoption and minimizing deployment time.
- Train end-users on systems and collect feedback for process enhancements.
- Assisted customers in purchasing tickets for events. Supported team in managing ticket inventory and sales processes. Helped resolve customer inquiries regarding ticket availability and pricing.
Technician Internal Support
Comcast/Xfinity Mobile
01.2021 - 01.2023
- Assisted in configuring and maintaining local area networks (LAN) and wide area networks (WAN). Helped troubleshoot connectivity issues to support user access. Collaborated with team members to implement network upgrades and enhancements.
- Achieved improved communication efficiency through successful implementation of mobile VoIP solutions. Resolved VoIP issues promptly, resulting in enhanced user satisfaction and connectivity. Increased user engagement with mobile VoIP applications through targeted training sessions.
- Delivered nationwide technical support, managing provisioning and repair tickets.
- Analyses system issues through data evaluation, identifying root causes and suggesting solutions.
- Enhanced documentation clarity, reducing training time by 30%.
- Collaborated with cross-functional teams to improve service efficiency.
- Increased customer satisfaction with prompt and knowledgeable support for various technical issues.
Manager
T-Mobile
01.2020 - 01.2021
- Established operational and financial systems for new division.
- Built and coached teams to achieve sales goals while ensuring high customer and employee satisfaction.
- Developed talent through ongoing training initiatives.
- Created operational frameworks to enhance efficiency.
- Achieved sales targets consistently through effective team leadership.
- Implemented training programs that improved employee performance.
Assistant Manager
Sprint
01.2018 - 01.2020
- Oversaw training and supervision of customer-facing teams.
- Diagnosed and resolved customer issues leveraging extensive product knowledge.
- Ensured smooth store operations and upheld brand consistency.
- Enhanced team performance through targeted training initiatives.
- Improved customer satisfaction by effectively resolving issues.
- Streamlined store operations, contributing to brand integrity.
Education
Business Science/ Project Management -
Florida International University
Miami, FL07-2025
Bachelor of Science - Cloud Engineering
Western Governors University
Salt Lake City, UT03-2027
Skills
- Technical Troubleshooting
- Project Implementation
- Team Training
- Customer Service
- Process Improvement
- Cross-functional Collaboration
- Reporting and documentation
- Implementation and configuration
- Client education needs
- Customer service
- Technical troubleshooting
- Problem-solving
- Organizational skills
- Interpersonal skills
- Attention to detail
- Remote technical support
- VoIP installation
- Hardware configuration
- LAN/WAN
Certification
- Certified AI Construction, Procore
- Certified NFPA70E
- Certified OSHA30, 360 training
- Certified Procore Subcontractor
- Certified Project manager ( Preconstruction)
- Certified Procore Engineer
- Certified Procore pay
- Certified Florida Notary public
Personal Information
Title: Implementation Specialist & Onboarding
Languages
French
Native or Bilingual
Creole
Native or Bilingual
Timeline
Implementation Specialist & Onboarding
Ooma
01.2023 - 02.2026
Technician Internal Support
Comcast/Xfinity Mobile
01.2021 - 01.2023
Manager
T-Mobile
01.2020 - 01.2021
Assistant Manager
Sprint
01.2018 - 01.2020
Business Science/ Project Management -
Florida International University
Bachelor of Science - Cloud Engineering
Western Governors University