Escalation Support Specialist

Lever, Inc.

June, 2022 – August, 2023

Technical and application support for the Lever application. Work closely with the rest of the Customer Experience and Solutions team to ensure that customer accounts have the technical and product support necessary to be set up 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.

 FY2023 Highest CSAT
 

Customer Service

First Call Resolution LLC

April, 2021 – May, 2022

Application, technical, and customer support in a work-from-home environment for our client Lever, Inc. (see above / next position)

Customer Service

Transcom / AppleCare

September, 2020 – December, 2020

Technical support / AppleCare program in work-from-home environment. 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 the client's guidelines. Contribute to client's internal community to assist in identifying and resolving emerging issues. Maintain compliance with client's and company's work-from-home guidelines and standards.

Customer Service

Kelly Services

March, 2018 – August, 2020

Technical and billing support for major technology client (they prefer I not mention the client, see above and feel free to make accurate assumptions) in a work-from-home environment. 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 the client's guidelines. Contribute to client's internal community to assist in identifying and resolving emerging issues. Maintain compliance with client's and company's work-from-home guidelines and standards.

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

Managed sylvanlearning.com in its entirety. The environment consisted of a base 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) and was enlisted to fill in for their existing senior programmer while he took an extended sabbatical / honeymoon. Duties included custom tailoring their in-house CMS to meet new clients' needs and modifying and enhancing the website code of existing clients to meet their changing requirements based on interactions with these clients; also managing the activities of and mentoring the other developers working on these projects. Congruent has since been acquired by Euro RSCG (which subsequently changed its name to Havas Group) and Congruent is now defunct as a company.

Senior Software Engineer / Developer / Senior Support Technician

Edge Web Hosting – Baltimore, MD

March 2003 – March 2010

Specialized in ColdFusion support and application development as a member of the Tier 2 - six person escalation team rotating 24/7 and managing the data center that grew from approximately 80 servers to over 1000 in the course of my tenure. Developed applications for multiple clients using ColdFusion v5-9, BlueDragon.NET and SQL Server interfacing with both internal and external systems. I was the lead ColdFusion engineer at Edge and it was my responsibility to keep all ColdFusion servers and applications operational, patched and running 24/7/365 regardless of the issue. Used various tools such as SeeFusion and FusionReactor, editing the jvm.config manually, IIS and ColdFusion log files, etc. to troubleshoot and optimize ColdFusion applications for Edge and our clients. As the hosting division grew, more and more clients were software development houses themselves hosting their own clients' sites with us and Edgewebhosting offering software development as a service was seen as direct competition and a conflict of interest, so the decision was made to concentrate on the hosting component of the company and phase out software development.

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

PHH Vehicle Management Services – Hunt Valley, MD

October 1992 – February 2003

As a Vehicle Service Specialist I managed repairs on the fleet of over one million leased vehicles for our clients. This included 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.

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.