Sr. Tech Expert

Skills: I.T. solutions, HTML, CSS, Python, Customer Service, Musican, Graphic Designer, Adobe Suite, Google Suite, Microsoft Office Suite, Training & Development, Cross-functional collaboration, Connected Vehicle (CV) technologies, A.I. Utilization & Functionality, Data Backup & Restarration

Education

• HS Diploma
• CompTIA A+

Work Experience

Sr. Tech Expert @ Verizon Wireless (January 2020 - Present)

• Worked with the Network Escalation Team for resolution on complex issues.
• Utilized ticketing systems to submit and communicate with the Network Operation Center (NOC).
• Resolved issues involving many telecommunication devices including but not limited to: Connected Vehicle (CV) technologies, Cellphones (iOS, Google OS, Android), 5G Home Internet devices: 5G Internet Gateway, Verizon Gateway, and LV65 Receiver
• Consistently met call handling goals with an 80% first call resolution.
• Developed call center training materials for all support technicians for use in onboarding.
• Added value to accounts equaling up to $60k in added revenue in 2022.
• Conducted in-depth product and issue resolution research, resulting in a 90% decrease in repeat callers and cultivating customer loyalty, promoting repeat customers, and improving sales to generate $100 an hour per contact.
• Utilized exceptional conflict and problem resolution skills to defuse customer concerns, further boosting customer satisfaction scores.

Customer Service Advocate @ Verizon Wireless (January 2019 - January 2020)

• Key contact for all Verizon-related matters, keeping current with more than 50 rotating promotions.
• Facilitated a positive customer experience in selecting optimal Verizon plans, devices and accessories to fit their unique needs.
• Capitalized on Verizon knowledge to ably market and sell services to customers.

Electronic/Musical Instrument Specialist @ Bookmans Intergalactic Inc (June 2014 - December 2019)

• Administered diagnostics and troubleshooting of system issues, documented help desk tickets and resolutions.
• Diagnosed and resolved a range of software, hardware, and connectivity issues while delivering technical training/support on software to end-users.
• Defused volatile customer situations calmly and courteously

Projects

User Friendly Python Application Using a Public API

github repo

Building a python application that uses a public API for user to search specific data (DnDSpells)

API with continued data entry

Building a Rest API for future projects using SQL. This database will be used showcase data for community events held by Weston.

Built a Dedicated Linux Ubuntu Server

I’ve personally always wanted a server that I can call my own but also not be limited to my personal PC always being on. I made an alway up Valheim server using LinuxGSM and added automation cron jobs such as: auto update, auto monitor, auto restart, ect…