Sr. Technical Customer Care Specialist - Cox Automotive - Atlanta, GA
(2024-11)
- Lead Tier 1 escalation, resolving complex issues with clear communication.
- Enhance customer service through proactive, solution-focused approaches.
- Collaborate with teams to resolve high-impact requests and improve processes.
- Analyze data for strategic initiatives, providing actionable insights.
- Maintain service levels by managing call and email queues effectively.
Cybersecurity Specialist 1 (OIS) - Georgia Technology Authority - Atlanta, GA
(2023-01 - 2024-12)
- Develops IT policies ensuring compliance with NIST standards, enhancing security measures.
- Coordinates with providers to align programs with risk management goals, improving security.
- Evaluates security program effectiveness using NIST frameworks, driving procedural improvements.
- Reports on cybersecurity maturity using dashboards, aiding in strategic decision-making.
- Manages resources to meet IT objectives, reducing organizational risk and enhancing security.
Engineer II – Network Performance - Verizon Wireless - Houston, TX
(2019-01 - 2022-12)
- Monitored 4G/5G networks, resolving issues to enhance service reliability and customer satisfaction.
- Conducted data audits and health checks on CBRS equipment, ensuring optimal network performance.
- Provided technical support, resolving field issues promptly, improving deployment efficiency.
- Performed network triage and KPI monitoring, implementing corrective actions for performance deviations.
Engineer I – System Performance - Verizon Wireless - Alpharetta, GA
(2018-01 - 2019-12)
- Resolved technical issues, enhancing system performance and user satisfaction.
- Led cross-functional teams in root cause analysis, improving network reliability.
- Provided technical support and training, boosting team efficiency.
- Conducted network testing, ensuring accurate data performance.
- Collaborated on technical investigations, optimizing regional operations.
Customer Care Service Representative - Verizon - Alpharetta, GA
(2017-01 - 2018-12)
- Used various administrative department tools and online resources for customer resolution via a trouble ticket system.
- Performed follow-up calls with the customer to ensure first call resolution.
Associate Network Operations Center (NOC) - Verizon - Southlake, TX
(2015-01 - 2017-12)
- Monitored event alarms, diagnosed issues, dispatched solutions, ensuring seamless operations.
- Tested network elements, analyzed KPIs, reported findings, enhancing network efficiency.
- Documented processes, reported to NOC Manager, improving communication and transparency.
- Resolved network issues, provided customer support, maintaining high service standards.
- Tracked service outages, managed escalations, ensuring timely issue resolution.
Business Government Coordinator of Operations - Alpharetta, GA
(2014-01 - 2015-12)
- Spearheaded customer success initiatives for small and medium-sized businesses.
- Managed comprehensive customer metrics including usage data, health indicators, and renewal dates.
- Facilitated successful deployment of solutions and services in collaboration with sales, delivery, and support teams.
- Collaborated cross-functionally to drive mitigation plans and de-risk accounts.
- Troubleshoot a variety of infrastructure application and hardware issues.
- Proficient in operating systems, internet navigation, hardware components, and networking components.
- Delivered effective customer product support and resolved technical issues.
- Provided high-level resolution support to diverse business customers.
- Conducted in-depth research on complex processes, systems, and customer issues.
