Will D'Amato

Conduct DHHS mandated random drug screening for the State of Maine. Accurate completion of Chain of Custody form and specimen collection is required.

• Attended training to gain knowledge of program needs for test failure diagnosis and repair.
• Communicated product failures and testing problems with department.
• Served customers in a friendly, efficient manner following outlined steps of service
• Maintained excellent attendance record, consistently arriving to work on time

Provided support to motorists experiencing technical difficulties attempting to attend virtual traffic court hearings for the Violations Bureau of the State of Maine Judicial Branch.

Monitored a dedicated Zoom helpline for both daily hearing sessions.

• Resolved problems, improved operations and provided exceptional service
• Completed all paperwork, recognizing any discrepancies and addressing them in a timely fashion
• Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork
• Performed duties in accordance with all applicable standards, policies and regulatory guidelines to promote safe working environment

• Recommended products to customers and suggested other options if preferred product was unavailable.
• Maintained accurate and current customer account data with manual forms processing and digital information updates in Windows 10
• Helped 100 or more customers every shift by approaching conversations with positive attitude and order support..
• Answered over 15 calls per hour to meet fast-paced call center demands.

• Onboarded over 1000 independent travel agents and trained all their users on the use of Ticket Evolution's platform for travel agents from 2018-2020
• Provided technical assistance to both computer and mobile device users.
• Configured payment gateways and processors for freshly onboarded clients
• Provided assistance concerning the use of computer hardware and software, including printing, installation, word processing, electronic mail, and operating systems.
• Assisted in identifying widespread/chronic problems secure solutions from DevOps support, and provide appropriate escalation.
• Produced SOP & training documentation for support staff & end users

• Responsible for all pre and post-sales activity for all Ticket Network software including acquiring, onboarding, and configuring new accounts.
• Answered incoming technical support/customer service inquiries and made outbound account management calls.
• Provided technical assistance to computer users.
• Answered questions or resolved computer problems for clients in person, or via telephone or electronically.
• Provided assistance concerning the use of computer hardware and software, including printing, installation, word processing, electronic mail, and operating systems.

• Managed repair documentation while troubleshooting for Windows devices.
• Performed regular service visits and completed preventative maintenance on all systems for between 30-50 residential and small business customers per month.
• Improved customer service ratings by resolving technical, on-site and SaaS issues quickly and accurately.
• Built and deployed, servers using, RDP software for client Pawtucket, RI Board of Education.
• Install Cisco switches in data closets ceiling mounted data cabinets, Ran and terminated all CAT5 cabling from head end to network drops in classrooms, Installed all fiber-optic & copper cabling between servers and SAN fabric switches per published Client Pfizer’s Standard Operating Procedure.
• Verified & documented all server and port connections.
• Performed light AD administration such as changing server names and IP address assignments.
• Rack mounted all equipment including KVM, Cisco switches, servers, UPS, and all cabling, Installed security patches and updates.
• Perform data migration from source in Enfield, CT to servers in Tulsa, OK using Veritas NetBackup.
• Successfully liven up new infrastructure remotely using smart hands on remote end.
• Selected electronics equipment, components or systems to meet functional specifications.
• Created spreadsheets using Microsoft Excel for daily, weekly and monthly reporting.