John A.

Experience

• 

  Florida Power & Light

  Sept 2004 - Aug 2012

  •Collaborate and execute staffing adjustments based on call pattern analysis, weather, absenteeism and other factors as they relate to staffing needs.•Create and distribute absenteeism, staffing, shedding reports for management and director of Customer Care•Create multiple Excel databases to manage production analysis•Manage Microsoft Access Databases to provide accurate and efficient reporting of scheduling, staffing and absenteeism to managers •Created the Quality Data Tracking form (Excel) to track CSR’s quality of call. •Involved in numerous projects - planning, creating and executing the department’s executive reports.•Assembled multiple, highly technical Power Point presentations (including links, videos, how-to’s, etc…) to allow efficient training for new CSR’s.•Prepared and trained new hire and segmented classes

  • Production Analyst

    Mar 2008 - Aug 2012

  • Training Associate

    Mar 2007 - Mar 2008

  • Meter Reading & Customer Service

    Sept 2004 - Feb 2007
• 

  A1 Computer Techs

  Dec 2007 - now

  Owner & Operator

  Service all technical needs for residential and small business clients.- IT Consulting- MSP Services- Data Recovery- Networking (Wireless)- Hardware / Software Support- Website / Logo Design & Construction> Info@A1ComputerTechs.com <

• 

  Florida Power & Light

  Oct 2012 - Sept 2013

  IM Operations System Liaison

  •Assess and coordinate technical repairs, upgrades and changes for all FPL Customer Service sites along with IM resources (sites include LFO [Miami], CSE [WPB], GCS [Texas], PMR [Martin County], etc…)•Developed technical solutions for multiple Care Center application / system issues•Implement fixes / patches for numerous CTI, AVAYA & CALLS application errors•Provide technical support to all care center managers and supervisors for devices such as laptops, video conference equipment, projectors, printers, and much more. •Primary liaison between IM and Customer Care for technical projects and / or changes•Managed multiple AV and communications system projects (i.e. – setup of centralized technical communications for the care center TV’s throughout the state).•Support all Care Center representative workstations - managing their location, updates, software and hardware implementations – Updating ITAM / IMAC when necessary after ensuring the newest equipment is placed in the most efficient location based on the reps’ work volume•Assist the customer email and letter communications team (Peak) with FPL.com correspondence and customer call backs, as they relate to technical issues.•Member of FPL.com Trigger Team. - providing tech. input for the CC Peak Department.•Create, design and implement numerous videos, slideshows and other media sources for multiple care center events.•Currently designated to support all CEO and VP Town Hall and Webcast events Show less

• 

  Nationwide Transport Services LLC

  Mar 2018 - Jun 2019

  Logistics Manager
• 

  Howard’s Market & Catering Co.

  Aug 2019 - Dec 2022

  IT Manager

  Manage company technical systems & programs, including (but not limited to) on-site servers, (wireless & wired) network, administrative computer systems & devices, POS (Point Of Sale) software program, VOIP phone systems, online website, social media advertising and in-store digital signage.

• 

  Invest Innovations

  Dec 2022 - May 2023

  IT Manager & Executive Asst.
• 

  Allied Bingo

  Apr 2023 - Nov 2023

  IT Manager
• 

  Werner, Hoffman, Greig & Garcia

  Jun 2023 - now

  Managed IT Services (MSP) - software & hardware support. Business IT Consulting & IT Management - Microsoft Office 365, Azure, Entra ID +

  • IT Manager

    May 2024 - now

  • IT Support Manager

    Jun 2023 - May 2024