Gerald Clark

Experience

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  United States Army Reserve

  Aug 2002 - Jun 2010

  Specialist

  • Trained High Degree of skills in the operation of military motor vehicles• to clear roads of improvised explosive devices (IED’s)set to harm allies• Served in Iraq for operation Iraq Freedom• Partnered with local unit of marines and assisted explosive ordnance disposal (EOD) units in clearing routes in Iraq

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  EA SPORTS

  Mar 2007 - May 2007

  Quality Assurance Tester

   Tested and all aspects of video games during the development process (madden 08, Nascar 08, Tiger woods PGA tour 08) Kept accurate records of any problems discovered with the game Provided feedback to developers during different phases of production

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  Glow Networks

  Aug 2011 - Nov 2012

  RF Drive Test Engineer

  • Develop, sustain and improve processes for on-wafer electrical testing for engineering characterization and pre-production test validation• Develop test programs (i.e write) based on customers test specifications• Assume complete engineering ownership of test systems, provides fault-free operational procedure to production personnel• Maintain test results correlation with customers golden setups• Streamline data gathering, storage and access to minimize effort required to generate required customer reports• Works with customers product engineering staff on test strategies that minimize wafer probe requirements while maintaining product integrity to specifications• Aid product developmental and production testing with the generation of optimal probe card solutions Show less

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  Protechnica

  Mar 2013 - Sept 2013

  In-house Consultant

  • Provided over the phone support for desktop and server issues. • Clean up computers when malware and virus are present on the system. • Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems. • Install computer peripherals for users.• Stage equipment as needed for field service engineers.

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  Dytech Group

  Sept 2013 - Jun 2015

  Managed Services Support Engineer

  • Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware. • Maintain daily performance of computer systems, servers and network infrastructure through remote services and over the phone support. • Work with 3rd party vendors in managing 3rd party programs and databases. • Install, modify, and repair computer hardware and software. • Maintain and provide support for various backup systems and proactively manage security of network infrastructure. • Clean systems of any virus or malware that is present on systems. Show less

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  Spectrum

  Jun 2015 - Jan 2023

  Provide escalated technical assistance and support for Support Coordinators that report to me.Work with other Supervisors to help cultivate Coordinators and provide mentoring and coaching when needed.Handled escalated calls from Coordinators and resolving issues therein, working closely with the customer/Sales Associate to resolve the escalation.Worked closely with and coordinated with Representatives to escalate issues while on a call, creating tickets to our Advanced Engineers or escalating with the field for assistance to resolve issues that occur at the Customer’s place of Business.Providing assistance to other Supervisors as a point of contact for them to reach out to me when they needed assistance troubleshooting, identifying or escalating issues that crop up while working the floor.Handled high level escalations, Office of the President, FCC and supervisory escalations.Maintain and oversee projects given to me by management and ensuring the project is completed in the time allotted provide updates and pivot data for review with management. Show less Provide escalated technical assistance and support for Internet/Voice agents on the floor.Work with Supervisors to help cultivate Agents and provide mentoring and coaching whenneeded. Handled escalated calls from agents and resolving issues therein, working closely with thecustomer to resolve the escalation.Worked closely with Supervisors with customer escalations that required support.Provide advanced troubleshooting for Agents having issues identifying problems orresolving issues with Internet/Voice Calls.Worked closely with and coordinated with Representatives to escalate issues while on a call,creating tickets to our Engineers or escalating with the field for assistance to resolve issuesthat occur at the Customer’s home.Providing assistance to other Leads as a point of contact for leads to reach out to me whenthey needed assistance troubleshooting, identifying or escalating issues that crop up whileworking the floor.Running a Lead desk that manages all Leads on the floor and moving resources where theyare needed the most, doing this in coordination with a Supervisor to maintain agentproficiency and maintaining a low call volume time while providing maximum support tothe customer. Show less • Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.• Remote troubleshooting of network device configurations and performance.• Work with 3rd party vendors in troubleshooting and/or setting up equipment.• Remotely script modems for static and DHCP network configurations.• Diagnose and resolve software and hardware problems.• Support VOIP Business Phone, cloud based Hosted Voice services, and Business Trunking services.• Manage Customer’s native email accounts, high speed data, and wireless services.• Assist Customers with billing issues and taking payments over the phone for customers, set up their auto pay for their business accounts Show less

  • Supervisor

    Sept 2019 - Jan 2023

  • Lead Customer Service Internet & Voice with Spectrum.

    Jul 2017 - Sept 2019

  • Business Solutions Support Technician

    Jun 2015 - Jul 2017
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  ION247 IT Solutions & Services Orlando

  Jan 2023 - now

  • Project Manager

    Jan 2024 - now

  • Technical Support Analyst

    Jan 2023 - Jan 2024