Jeremy Port

Experience

• 

  AT&T

  Jan 2001 - Dec 2005

  Service Representative

  I utilized SQL for data mining and analysis, ensuring accurate and comprehensive reports for various stakeholders. This involved maintaining databases and spreadsheets to facilitate follow-up and ensure data integrity. My proficiency in SQL allowed me to extract meaningful insights from large datasets, providing valuable information for decision-making.I also leveraged my expertise in SQL and Excel to design and implement efficient databases and spreadsheets for the Service Order Quality team. By optimizing our data management processes, I significantly enhanced the team's productivity. My efforts ensured that data was organized, accessible, and reliable, supporting the team's goals and improving overall performance. Show less

• 

  UScellular

  Aug 2006 - Jun 2023

  I enhanced operational efficiency and met business demands by ensuring the on-time delivery of our Product Catalog solutions. I worked diligently to align our product catalog with our company's goals and objectives, fostering effective collaboration between various teams. By bridging gaps and encouraging open communication, I ensured everyone was on the same page and working towards a common goal. One of my key contributions was providing actionable insights from IT metrics. By analyzing these metrics, I could offer valuable recommendations that drove informed decision-making. This not only helped in achieving our team goals but also played a crucial role in improving our overall efficiency. My ability to translate data into strategic actions significantly impacted our success, ensuring we stayed ahead of deadlines and consistently met the business's needs.• Mitigated risks and ensured compliance with business rules, enhancing system stability.• Streamlined product catalog integration with billing system, enhancing efficiency and accuracy.• Maintained system stability and ensured uninterrupted production availability through proactive IT monitoring and troubleshooting• Supported business growth and improved overall customer satisfaction by contributing to the scalability of systems. Show less I facilitated impactful impact analyses by clearly articulating the business and customer ramifications of system downtime to various leadership tiers. I took pride in being the central point of contact during critical incidents, seamlessly communicating with frontline leaders, IS incident managers, MCSO Ops teams, vendors, and senior leadership. This role required a delicate balance of technical knowledge and interpersonal skills, ensuring that everyone was informed and aligned. I also closely monitored system performance, proactively identifying and addressing potential disruptions or inefficiencies. This vigilance allowed us to maintain smooth operations and mitigate issues before they escalated. By fostering open communication and understanding across all levels, I ensured swift, effective responses to incidents, safeguarding our systems and upholding the trust of our stakeholders.• Developed monthly infographics for C-Suite, showcasing incident response metrics and insights.• Championed culture of accountability and transparency, fostering proactive approach to mitigating risks and optimizing system performance• Generated monthly reports, offering insights into team efficacy and business effectiveness for informed decision-making.• Orchestrated efficient collaboration among stakeholders, ensuring timely resolution of system issues and minimal operational disruptions. Show less I collaborated closely with internal company representatives and vendor partners, leveraging ticketing systems and email communication channels to promptly investigate and resolve customer issues. This required a strong commitment to clear and effective communication, ensuring that all parties were informed and aligned in addressing concerns. I took the initiative to innovate and optimize our work processes, continuously refining procedures to enhance efficiency and effectiveness. By analyzing our workflows and identifying areas for improvement, I implemented changes that significantly improved our response times and customer satisfaction. Additionally, I maintained meticulous records of all interactions and transactions, ensuring comprehensive documentation for future reference and analysis. This thorough record-keeping was crucial for tracking progress, analyzing trends, and making informed decisions to further improve our service delivery. My proactive approach and dedication to excellence consistently contributed to better outcomes for our customers.• Fostered strong relationships with both internal stakeholders and external partners, facilitating smooth communication and problem resolution.• Demonstrated a commitment to continuous improvement, actively seeking feedback and implementing changes to further enhance the resolution process and customer experience• Implemented and upheld best practices to streamline workflows and improve service delivery, driving operational excellence and customer satisfaction. Show less I took charge of directing unresolved customer grievances to the appropriate departments, ensuring each issue was thoroughly investigated and resolved. My proactive approach guaranteed that no customer concern was overlooked, fostering trust and satisfaction. I provided expert troubleshooting support for network and phone issues, effectively resolving technical challenges that enhanced customer experiences. My technical proficiency allowed me to swiftly diagnose problems and implement solutions, ensuring minimal disruption for our customers. To tackle more complex issues, I orchestrated collaborative efforts with engineers, internal departments, and industry carriers. By leveraging our collective expertise, we could swiftly resolve even the most challenging problems. This teamwork not only expedited resolutions but also built a strong network of support across the organization, contributing to our overall efficiency and effectiveness.• Acted as a key liaison between customers and technical teams, facilitating efficient communication and problem resolution.• Demonstrated versatility in navigating diverse technical issues and fostering productive partnerships to achieve timely resolutions• Employed systematic approach to problem-solving, coordinating resources and expertise to address customer concerns. Show less I took charge of directing unresolved customer grievances to the appropriate departments, ensuring each issue was thoroughly investigated and resolved. My proactive approach guaranteed that no customer concern was overlooked, fostering trust and satisfaction. I provided expert troubleshooting support for network and phone issues, effectively resolving technical challenges that enhanced customer experiences. My technical proficiency allowed me to swiftly diagnose problems and implement solutions, ensuring minimal disruption for our customers. To tackle more complex issues, I orchestrated collaborative efforts with engineers, internal departments, and industry carriers. By leveraging our collective expertise, we could swiftly resolve even the most challenging problems. This teamwork not only expedited resolutions but also built a strong network of support across the organization, contributing to our overall efficiency and effectiveness.• Acted as a key liaison between customers and technical teams, facilitating efficient communication and problem resolution.• Demonstrated versatility in navigating diverse technical issues and fostering productive partnerships to achieve timely resolutions• Employed systematic approach to problem-solving, coordinating resources and expertise to address customer concerns. Show less

  • Associate Product Catalog Developer

    Jul 2021 - Jun 2023

  • System Administration Analyst

    Jan 2019 - Jul 2021

  • Help Queue Offline-Complex Issues Team

    Dec 2014 - Jan 2019

  • Technical & Roamer Support Representative

    Jan 2007 - Dec 2014

  • Customer Service Representative

    Aug 2006 - Jan 2007