Tony Black II

Experience

• 

  Aaron's, Inc

  May 2004 - Aug 2005

  IT Analyst II

  • Provide support and expertise for over 1500 company-owned and franchise store locations • Provide outstanding customer service to both internal and external clients and end-users• Troubleshoot connectivity issues with LAN\WAN, Frame Relay, Satellite, VPN, and xDSL.• Responsible for administration of Windows NT, Windows 2000, and Windows 2003 Server. • End user management, security, and troubleshooting for stores nationwide via PCAnywhere• Provide support for 3Comm hubs as well as Cisco and SonicWall hardware• Upgrade and deploy data files to workstations and servers for stores nationwide via PCAnywhere • Troubleshoot email issues with Exchange 5.5, Exchange 2000, and Outlook Web Access • Perform data analysis to troubleshoot and support Aaron's proprietary Point of Sale system • Provide Internal Desktop Support for over 300 end-users Show less

• 

  Carestream Dental

  Aug 2005 - Mar 2019

  • Communicate regularly with Senior Leadership to keep abreast of Support Center issues.• Manage 15 direct reports and indirectly manage 70-80 technical support representatives in a multi-tier organization, supporting proprietary software, network infrastructure, and CRM systems for over 10,000 clients.• Assist in managing department objectives/plans and projects in an effort to meet divisional goals to ensure client retention, promote revenue/success and customer satisfaction• Enforce all policies and procedures within the Carestream employee handbook and other appropriate documentation.• Assist with employee hiring, training, and mentoring new customer support team members on the products of the company. • Participate in developing and delivering technical and software skill training, and provide day-to-day direction• Provide one on one coaching to ensure proper customer related troubleshooting techniques to promote customer satisfaction.• Assist with the direction of projects to ensure that commitments are met.• Provide input for new products and features, product usability, and supportability and escalating issues when appropriate.• Assist with the development and maintenance of internal and external client documentation, such as the knowledge base, FAQ’s, client newsletters, etc.• Assist in the coordination of the release and distribution of software updates as required.• Monitor departmental procedures for call control, problem resolution and escalation.• Maintained and increased personal and team knowledge on applicable products/applications via training, documentation and personal research.• Ensure exceptional customer service and support through monitoring individual support technician performance using tools such as ACD, CRM, reporting, etc.• Managed daily employee issues such as time clock entries, shift coverage and scheduling. Show less • Provided exceptional customer service and front line support via ACD (automatic call distribution), outbound calls, email, fax or other methods as specified within company standards and guidelines.• Maintained and increase product knowledge on applicable products/applications via training, documentation and personal research.• Maintained and increased quality and technical evaluation scoring.• Recorded an entry for every customer contact in the CRM.• Documented issues and resolutions thoroughly in the CRM.• Provided input for new products, features, product usability and supportability.• Escalated calls following the escalation guidelines as needed.• Submitted proposed solutions to basic issues in the knowledge base and for internal/external documentation.• Performed shift work as scheduled.• Performed minor utilities• Performed proactive calls• Successful completion of TSR certification program within one year from date of hire. Show less

  • Technical Solutions Manager

    Jun 2008 - Mar 2019

  • Technical Solutions Specailist

    Aug 2005 - Jun 2008
• 

  DHL eCommerce Solutions

  Mar 2019 - now

  • IT Service Manager

    Jul 2020 - now

  • Customer Service Manager

    Mar 2019 - Jul 2020