Experience

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  Us navy

  Aug 1994 - Jun 2000

  Cryptologic technician maintenance second class

  • Led a team of three personnel and performed maintenance on key US Navy cryptologic, RF communications, and computer systems. • Read schematic diagrams to troubleshoot equipment and circuits to ensure proper repair and installation of equipment. • Spliced and wired communications cables to be used in equipment deployments. • Configured servers and networked computers for proper operation.

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  Verizon

  Jun 2000 - May 2015

  Network operations supervisor

  • Supervised 18 technicians in Network Operations Center, which was responsible for the monitoring, troubleshooting and repair of over 50,000 switching-PBX voicemail, SS7 network elements. • Worked with various LEC’s to provide and troubleshoot service.• Monitored daily ticket pools, prioritized and escalated network troubles; coordinated network outage bridges, provided updates to upper level management, performed 2nd Level-Manager duties, in his absence. • Performed employee evaluations, scheduled departmental online, onsite and off-site training; managed department IVR & ACD system for efficient call handling.• Wrote job descriptions, screened and interviewed candidates, and paid employees.• Developed, maintained and implemented organization's disaster recovery plan.• Created, maintained and distributed employee vacation, work and training schedules.• Developed, implemented, and maintained organizational policies, procedures, and training plans.• Provided coaching on professional and personal development items, including the development of individual performance improvement and career advancement. • Created and led the organizational SharePoint Database Team and served as departmental SharePoint Database Administrator. • From 2000-2005, worked as a Central Office Technician performing Tier 1 monitoring, ticketing and troubleshooting on over 20,000 network elements comprising the power and switching-PBX networks. • Was instrumental in the development and implementation of power alarm standardization in network telephony switches-PBXs. • Trained on and followed OSHA standards. Show less

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  Porphura inc.

  May 2015 - Aug 2019

  Ceo

  • Handle day-to-day operations at Cleopatra’s Crown Hair Extensions, while providing the vision, mission and strategic plan to help us achieve our goals, thus benefiting our customers, shareholders and employees.• Set up and maintain business bank accounts, payment processing, balance sheet, income statement and cash flow statement; accounts payable and accounts receivable, and taxes, in accordance with all local, state and federal rules and regulations.• Provide quality customer service to new and existing customers of Cleopatra's Crown Hair Extensions by handling customer requests, inquiries and complaints in a respectful and professional manner.• Answer phone calls and emails, regarding current products and services. • Update company website with product updates. • Set product pricing for a competitive advantage and optimal profit. • Increase sales by gathering new customers and retaining existing customers.• Create, update and manage company social media and marketing campaigns to provide customer interaction and awareness. Show less

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  Frontier internet

  Jul 2016 - Apr 2017

  Technical support specialist-intuit quickbooks

  • Performed technical support for Intuit QuickBooks Enterprise to assist the over two million customers, at the Tier 1.5 level, to include basic accounting principles and bookkeeping. • Received over 20 calls per day regarding assistance for Intuit QuickBooks Enterprise via Avaya CSM. • Provide quality customer service to new and existing customers by handling customer requests, inquiries and complaints in a respectful and professional manner.• Helped customers reconcile their books, create/update balance sheets, income statements, and cash flow statements.• De-escalated customers to ensure that we were able to partner together to resolve their Intuit QuickBooks Enterprise issues for quick resolution. • Conducted upselling of additional QuickBooks products and services.• Kept detailed notes of all customer interactions. • Provided updates to existing procedures, when discovered they were outdated. Assisted Supervisor in recording, monitoring and updating team on team statistics and metrics. • Assisted Supervisor in recognizing employees for a job well done. • Served on the organizational recognition team responsible for the upkeep of morale and addressing team members' issues and concerns.• Managed the uninstallation, reinstallation and first install of up to 15 workstations at one time, of Intuit QuickBooks Enterprise Silver, Gold and Platinum versions. • Uninstalled and reinstalled Microsoft Windows Vista, 7 and 10 on customers' computers. • Troubleshot various computer network, desktop and software issues and errors, when diagnosing and repairing Intuit QuickBooks Enterprise issues. • Updated customers' records. • Remotely login to troubleshoot and correct Intuit QuickBooks Enterprise and basic accounting errors. Show less

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  Rheem manufacturing

  Aug 2019 - Mar 2022

  Customer service supervisor

  • Supervise, coach and develop a team of agents within the Order Center Warranty & Claims Customer Service Department in all aspects of daily business, including accepting and processing customer claims in a timely and accurate manner, determining and meeting customer requirements and expectations, assisting in the sales and delivery process, and meeting service level expectations.• Ability to understand, demonstrate and analyze the organization's customer support policies, warranties, standards and procedures and ability to educate and guide customers on these interactions in a timely manner.• Develop and supervise staff through appropriate coaching, mentoring, monitoring, and training activities.• Work extensively with sales team, wholesalers, retailers, and other internal/external customers and partners concerning warranty information, authorization to return goods, financial transactions and processing water heater warranty claims.• Exhibit diplomacy, tact and service orientation to facilitate cooperation and goodwill when dealing with internal and external customers on escalated issues.• Take ownership of customer complaints and take necessary steps to prevent reoccurrence.• Aim to meet the above requirements while also meeting service levels in all communication channels and ensuring accurate and timely order processing and fulfilment.• Problem solving skills.• Interpersonal skills including the ability to deal with people inside and outside the Company in a professional manner.• Ability to carry out and provide instructions in written and oral manner.• Prioritize workload and managing multiple tasks with in a fast-paced work environment.• Professionally interact with a wide range of customers, sales reps, distributors, retailers, co-workers, direct reports and management.• Function as iWarranty Access Administrator, process system access requests and issues.• Microsoft Office Suite (Word, Excel, Outlook) Expert. Show less

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  Entellus investigative services

  Mar 2022 - Aug 2023

  Business development manager & investigator

  Develop business with new/potential clients and maintain relationships with current clients. Provide detective services regarding court cases, workers compensation defense, criminal defense investigation, liability investigations, and domestic investigations, to include but not limited to: process serving, child support location services, background checks requested by individuals and businesses; discreet surveillance, and insurance/worker's comp/disability fraud investigation.

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  Williams-sonoma, inc.

  Sept 2023 - now

  Product information supervisor

  • Supervise, coach and lead team of 18 Product Information Specialists, from two separate teams.• Track and report on team progress in obtaining and providing accurate product information fornew and existing products.• Work closely with Product Information associates, corporate partners, and Vendors to ensureproduct accuracy.• Address customer questions and concerns regarding product information.• Obtain and provide accurate product information for new and existing products.• Create product information templates, email Vendors, catalog proofs, and Ecom proofs.• Address customer questions and concerns regarding product information.• MS Office Suite proficient.• Adobe Acrobat Pro proficient. Show less