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Work Background
TEKWave Solutions, LLCTechnical Project Manager
Aug. 2023Alpharetta, Georgia, United StatesDirected client onboarding initiatives, coordinating equipment purchasing, cataloging, and shipping to client sites. Facilitated demonstrations, technical projects, and various initiatives. Maintained accurate information for team reference and liaised communication between internal resources, clients, integrators, and channel partners.
Key Skills: Client Relations, Logistics Coordination, Project Leadership, Cross-Functional Collaboration > Retained an at-risk client by expanding the project scope, resolving integrator issues, and securing a new partner, resulting in additional LPR camera and reader orders.
> Streamlined onboarding workflow, reducing implementation time by 33% (from 90 to 60 days) and increasing satisfaction by 25%.
HCLSoftwareTechnical Advisor
Jun. 2022 - Apr. 2023Canton, Georgia, United StatesDelivered technical guidance to clients throughout implementation and ongoing product usage. Collaborated with sales to create impactful presentations highlighting product benefits and customer-specific solutions. Maintained demo lab environment and leveraged up-selling strategies to drive revenue growth.
Key Skills: Client Support, Sales Collaboration, Solution Demonstrations, Revenue Generation, Sales Strategy
> Recovered 4 high-risk accounts, securing $500K in incremental revenue by addressing concerns and recommending tailored solutions.
> Conducted in-depth analysis of 1,200 vulnerabilities (of 4K items), contributing to a 10% increase in software vulnerability coverage during a comprehensive content enhancement initiative.
Epicor SoftwareTechnical Application Associate
Aug. 2021 - Jun. 2022Milton, Georgia, United StatesConducted thorough analysis of customer support requests, ensuring timely resolution in accordance with service level agreements. Developed custom SQL reports and proactively addressed issues identified through preventive maintenance audits. Provided prompt technical assistance, including upgrade/update installations.
Key Skills: Customer Service, Preventative Maintenance, Custom Reporting, System Upgrades, Technical Support
> Accelerated issue resolution by 62% (from 4 to 1-2 days) and mitigated server capacity constraints 20% by correcting performance issues across 40 systems and strategically prioritizing client tier and issue severity.
> Improved processes and product offerings by addressing customer needs, feedback, and high-priority issues.
> Executed weekly system health audits across 144 client environments, proactively identifying and resolving issues to maintain optimal performance.
LiveVoxCustomer Care Representative
Mar. 2020 - Aug. 2021Alpharetta, Georgia, United StatesProvided key technical support via multiple channels and troubleshot and evaluated client systems. Supported team with overflow cases to drive sales and promote company offerings. Participated in pilot programs to expand the role's capabilities.
Key Skills: Multi-Channel Support, Product Promotion, Sales Support, System Troubleshooting, Customer Support
> Elevated satisfaction by 10% and facilitated seamless handoff between teams after establishing standardized customer care and project management functions.
> Improved onboarding by 1 month and client satisfaction by 20% while mentoring up to 6 new hires per class by delivering new team members post-training guidance through hands-on shadowing and call support.
> Resolved critical client issues, leveraging feedback to drive continuous process and product refinements.
LiveVoxTier 1 Customer Service Support
Jul. 2018 - Mar. 2020Alpharetta, GeorgiaFielded customer issues via email/phone. Gathered issue and supporting examples for further documentation to review or further escalation to other teams. Assisted in effort to bring new hires out of training to bring them up to speed quickly.
Amerifiber IncorporatedFiber Panel Production Lead
May. 2015 - Jul. 2018Roswell, GeorgiaLed a team to produce fiber optic distribution panels. Received incoming materials, processed the materials, and prepped the materials prior to them being installed in the panels. Would occasionally assist in other departments of the company as needed.
Boy Scouts of AmericaDistrict Executive
Jul. 2014 - May. 2015Winston-Salem, North CarolinaWorked remotely to cover two rural districts of the Old Hickory Council. Served as a liaison for the council to promote scouting and work with local volunteers of the communities in the districts I served. Developed and ran fundraising campaigns, popcorn sales campaigns, and recruiting campaigns for both districts. Also managed the local leadership to develop and grow aspects of the program. As well, as train those leaders to make sure they were up to date with the upcoming changes or train new leaders to bring them up to speed with how the organization ran.
Amerifiber IncorporatedProduction Associate
Oct. 2013 - Jul. 2014Roswell, GeorgiaBuilt various fiber optic jumpers. Would receive incoming materials. Reel cable for customers. Affix and install the appropriate connectors as requested by the customer.
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Looking to transition into Tech./. Former sales Representative and have very good Communication skilss @ @NikeStore