Howie Kolb

Experience

• 

  AAA Northwest Ohio

  Jan 1993 - Jan 1997

  Shift supervisor
• 

  AAA

  Apr 1993 - Jun 2000

  Shift Supervisor

  Direct supervision of a call receiver / dispatcher team of 25+ peopleEmphasis on training, performance reviews, employee motivation, policy enforcement and conflict resolutionRebuilt the dispatch program from the ground floor, developing all aspects from training to softwareIn charge of all computer maintenance and upgradesAAA National - Design committee member for a GPS module that was added to dispatch softwareSpecialized in interviewing, training, performance reviews, reprimands, employee motivation and morale, billing, dispatch, policy enforcement and conflict resolution Show less

• 

  Sprint

  Nov 2000 - Jul 2002

  Internal Technical Support Lead

  Handled activating, deactivating, and troubleshooting Packet Data Service, two way text messaging, Circuit Data service, and Pop 3 email service as well as ISP issuesFunctioned as an internal support role to other coworkersResponsible for training, supporting and working with developers of newly implemented billing program

• 

  Verizon

  Jun 2003 - Oct 2005

  Technical Support Representative (TSR), Level II

  Wireless handset technical support

• 

  Bank of America

  Oct 2005 - Oct 2007

  MIS - Help Desk Technician II / PC Support

  • Countrywide Mortgage, Technical System Support Analyst II• Support proprietary software, networking,hardware related issues • Working knowledge of the mortgage industry

• 

  Perceptis

  Oct 2007 - Jan 2013

  My job is to implement, run, and strive to continually improve our Quality Assurance program that helps our agents provide the support and customer service that our clients need and expect. Being responsible for supporting, training, and coaching the QA Specialists on our team, and meeting directly with clients for QA calibration meetings. My job is to implement, run, and strive to continually improve our Quality Assurance program that helps our agents provide the support and customer service that our clients need and expect.

  • Customer Service Quality Assurance Supervisor

    Oct 2011 - Jan 2013

  • National Quality Assurance Specialist

    Oct 2007 - Oct 2011
• 

  Greenberg Traurig London

  Jan 2013 - Mar 2019

  IT Helpdesk Technical Support Specialist

  Application support including but not limited to: Ivanti HEAT, Windows XP/7/10 and Office 2007/2012/365 Suite, West Law, Document management program: Filesite, and Kronos.• Supported remote connectivity with Citrix and VPN• In-depth Office 2007/2012/O365 formatting and support issues• Mobile Device Support for Blackberry Devices, and IOS Devices utilizing Airwatch• Supported Attorneys’ desktop and laptop machines across the globe. (40 offices, including international)

• 

  W. L. Gore & Associates (Contractor)

  May 2019 - Nov 2019

  Technical Support Specialist

  Application support including but not limited to: • Supported remote connectivity with Citrix and VPN• Outlook 365 Rollout • Microsoft Office• Active Directory• Agile• Avaya One Agent• DLO• EAM• IAM• Ivanti• JD Edwards (E1)• Juno’s Pulse• Mobile Device Support for for IOS Devices utilizing Mobile Iron• OneLogin• Service Now• Teams• VIP Manager

• 

  Synchronoss Technologies

  Apr 2020 - now

  Customer Support Analyst