Escalation Support Specialist

Lever, Inc.

June, 2022 – August, 2023

• Technical and application support for Lever recruiting software
• FY2023 highest CSAT (customer satisfaction based on feedback)
• Manage support queue using Zendesk software to respond to customer inquiries via email, phone, Zoom, and chat
• Work closely with the rest of the Customer Experience and Solutions team to ensure that customer accounts have the technical and product support necessary for success
• Manage and troubleshoot third-party integrations, work closely with partners and vendors to ensure our customers receive the support that they need to be successful, and act as an escalation point for the rest of the Customer Support team for technical issues
• Full-time / work from home, Mac environment

Customer Service

First Call Resolution LLC

April, 2021 – May, 2022

• Application, technical, and customer support for the Lever, Inc. application suite (see next position above)
• Full-time / work from home, Windows environment

Customer Service

Transcom / AppleCare

September, 2020 – December, 2020

• AppleCare program iOS / Mac technical support identical to below Kelly Services position

Customer Service

Kelly Services

March, 2018 – August, 2020

• AppleCare program technical and billing support for iOS and Mac devices
• Answer inbound calls, assure customer, probe to accurately identify causes of concern and issues, provide all required support and gain agreement on resolutions with customers
• Accurately categorize and document all interactions according to prescribed guidelines
• Contribute to Apple's internal community to assist in identifying and resolving emerging issues. Maintain compliance with Apple's and company's work-from-home guidelines and standards
• Full-time / work from home, Mac environment

Sales

LKQ PickYourPart – Clayton, NC

June, 2017 – February, 2018

• Front line customer service in the automotive dismantling and recycling industry.
• Assist customers in locating parts, identify purchased parts for accurate invoicing while performing cashier activities.
• Other duties as required daily relating to dismantling and recycling vehicles.

Service Writer

Brian's Auto Repair and Uhaul, LLC – Clayton, NC

March 20, 2017 – May 12, 2017

• Primary point of contact for customers.
• Document customers' information, vehicles, symptoms, and requests.
• Translate technician diagnoses and recommendations into accurate estimates for repairs and maintenance, explain in non-technical terms and follow up with customers for approval and keep them advised of progress.
• Order required parts from appropriate sources including dealership, aftermarket, used, and specialty vendors.
• Accurately finalize invoicing for customers and explain repairs performed. Use Mitchell 1 / Snap-on shop management software.

Senior ColdFusion Engineer / Contractor

Sylvan Learning Systems – Baltimore, MD

September 2010 – May 2012

• Manage sylvanlearning.com in its entirety.
• Environment: ColdFusion / SQL Server application with two disparate integrated CMS systems driving different parts of the application, many back-end legacy processes (.NET) and scheduled tasks (CF) managing client data as collected by the web application, and older CF / JVM installations that required near constant tending (e.g. managing the Java keystore as newer certs not in the keystore are issued).
• Responsible for end-to-end software life cycle development including interfacing with the non-technical client (the marketing department).
• Configured and implemented a Subversion server for source control of all ColdFusion code.

Senior ColdFusion Developer

Congruent Media LLC – Baltimore, MD

May 2010 – August 2010

• Former client at Edgewebhosting (below)
• Fill in for senior software engineer while on extended sabbatical / honeymoon.
• Custom tailor in-house CMS to meet new clients' needs
• Modify and enhance website code for existing clients to meet their changing requirements based on interactions with these clients
• Managie the activities and mentoring of the other developers

Senior Software Engineer / Developer / Senior Support Technician

EdgeWebHosting – Baltimore, MD

March 2003 – March 2010

• Application development, ColdFusion server support, and hosting environment support
• Member of the Tier 2 escalation team rotating 24/7 managing the data center
• Develop applications for multiple clients using ColdFusion v5-9, BlueDragon.NET and SQL Server interfacing with both internal and external systems.
• Monitor all ColdFusion servers and keep client applications operational, patched and running 24/7/365
• Implement and use various tools such as SeeFusion, FusionReactor, Java (or IIS) and ColdFusion log files, editing the jvm.config manually, etc. to troubleshoot and optimize ColdFusion applications for Edge and our clients

Vehicle Service Specialist
  ColdFusion Developer (web)
  Powerbuilder Developer (desktop / Windows)

PHH Vehicle Management Services – Hunt Valley, MD

October 1992 – February 2003

Vehicle Service Specialist:
• Manage repairs on a fleet of over one million leased vehicles for our clients
• Call center environment: receiving in-calls from drivers to document complaints, recommending appropriate repair facilities, receiving in-calls from repair vendors to discuss and approve repairs appropriate to address drivers concerns / deny inappropriate repair requests / suggest required maintenance due to properly maintain vehicles. Follow through to completion to verify repairs and proper vehicle operation.

Application and Web Developer:

Developed award-winning custom software in various languages on various platforms, including: ColdFusion, PowerBuilder on Windows, SQR reports on Windows querying Sybase, batch and Autosys jobs on UNIX (Solaris). Involved in the design and coding of both the front-end UI and the back-end logic including stored procedures in Sybase on both 2 and 3 tier applications. Some limited experience coding J2EE enterprise Java Beans. Demonstrated ability to learn new coding languages quickly. The following are examples of some of the projects I was involved with:

• PHHInterActive - Worked on many different parts of this extensive CF session-based secure OLTP application which received many awards. This application has both 2- and 3-tier components using a Cold Fusion on IIS front end with a Sybase on Solaris back end and a Websphere on Solaris middle tier which was slowly integrated. I was involved in the entire life cycle of the development of components for this application including front end GUI design, code logic and working with DBAs on database layout and design. In addition to the standard fair database-populated application pages, I have created solutions to out-of-the-ordinary problems.
• Avis InterActive - One of two primary developers on this CF session-based secure application with an Oracle 8i data source running on an IBM mainframe (E10K). Avis InterActive has also won numerous industry awards.
• Internal applications - PHH has several internal desktop applications which I have been involved in developing. These are object-oriented, written in PowerBuilder using PFC (PowerBuilder Foundation Classes) as parent objects for inheritance.
• Vehicle Maintenance Assistance (VMA) - This was my first project as a Developer after transferring into IT from my role as a Vehicle Service Specialist. Following technology training I was tasked with improving and updating the VMA PowerBuilder desktop application, and later the Accident Management application as well.

Manager of Vehicle Services

Firestone Complete Auto Care – Baltimore, MD

Fall 1995 – Spring 1996

Effectively: "Service Manager." Took a leave of absence from PHH (see above) to assist Firestone corporate in implementing their new store hierarchy in the Bel Air and Randallstown, MD stores. Managed sales, repair orders, customer interactions, inventory and parts acquisition, employee management, etc.

Mechanic, Service Manager, Tow Truck Operator, etc.

Various Independent Repair Shops – Atlanta, GA

1986 – 1992

Performed most all jobs found in an automobile repair facility, including repairing vehicles, estimating repairs, interfacing with customers, etc. During this time, enough experience was gained to become an ASE Certified Master Automobile Technician. Also earned Master Med/HD Truck Technician certification along with several ancillary certifications such as Advanced Engine Performance and Alternate Fuels.