Core Competences

MS Office (Word, Excel, Outlook), Sales Force
Strong Knowledge of MBNAIS, Care, TACS Super Station, Total Systems, APPRO System,
Eclipse System, and FDR System.
Cable Installation
PBX phone system
Access Points
Experienced with Scanners and scan programs
Installed Home theater systems
Installed Home network systems
VPN and TCP/IP
LAN and Wan knowledge
Experienced with hardware and software upgrades,
Virus and malware removal
Experienced with helpdesk functions (password resets etc.)
Customer Service
Expertise in sales in all facets.

Professional Background

Defender Direct November 2015 - July 2016
Install Tech

Install residential and commercial alarm systems, CCTV

Microsoft August 2013- November 2015
Service Advisor Tech

Answer inbound calls from both new and existing customers utilizing a sales call flow to close business.
Take inbound calls for Associates placing orders and provide customer support for issues including:
product questions, order tracking and invoicing
Provide customer service support by taking inbound calls, inbound orders and maintaining contact with
current clients to keep them up to date with new product offerings.
Prepared quotes for made-to-order items
Researched new items for customers in order to potentially increase sales.
Involved in incoming B2B sales.
Provide out bound calls to existing customers to appease their service and make certain that their sales.
Provide out bound calls to existing customers to appease their service and make certain that their sales
Provided services such as Virus and malware removal, Installed Ram, hard drives etc..., backup and data
migrations, updated and upgraded operating systems.
Helped customers discover, enable and implement high-value Microsoft technology solutions and services
across a broad range of devices
Assessed customer support needs when they arrive by listening, and provide solutions to customers stated
and unstated needs.
Be empathetic toward customers while diagnosing, repairing, and supporting issues.
Provided personal training for new and existing customers, helping them acquire knowledge and skills to
build and enhance knowledge of devices and services.
Identified and communicated potentially complex repair situations to store leadership and original
equipment manufacturers or other partners as appropriate.
Maintained an elite level of product knowledge in all Microsoft retail products, devices and services
offerings.
Consistently deliver high standards of sales and service, supporting the strategies of the Microsoft Retail
organization.
Collaborate with peers, store leaders, corporate and field team members in the development of the
necessary tools and program offerings that will lead to long-term relationships with elated customer

Comcast August
2010– August 2013
Direct Sales Rep

Demonstrated strong understanding of Comcast products, promoting and selling offerings to individual
customers by knocking on every door within assigned territory.
Displayed thorough and recent competitive knowledge of features, benefits, product differences, pricing,
and campaigns for video, high-speed internet, and phone services.
Communicated and developed rapport with customers. Evaluated customer's existing and potential
product needs and made recommendations.
Met and exceeded sales goals as established by local market.
Generated business through established and approved creative methods of lead generation. Implements
effective sales closing techniques to ensure product installation goal is achieved.
Demonstrated record of success in outbound sales environment with emphasis on business to consumer
sales.
Illustrated strong technical capability (computer knowledge, billing system,
databases).

TRG (Verizon Fios) May 2008 –
August 2010
Direct Sales Rep

Responsible for marketing & selling Verizon FiOS - TV, INTERNET AND VOICE telecommunications
products and services to new and existing customers.

Proctor & Gamble July 2007 - May
2008
Plant Technician

Responsible for Operating and maintaining the Unwind machine, Inter-folder and Log saw Machines.
performed all AMs and PMs. Updated all paper work as well as training. Performed daily, weekly, and
monthly inspections of machines and cranes. Performed Quality checks of products. Corrected any
defects found on machines
Time Warner Cable June 2006 – July 2007
Cable Installer

Prepared a subscriber's home for cable reception by connecting the cable system to one or more television
sets or to one or more computers for high-speed Internet service. Explained to subscribers how to operate
the cable system and how they can upgrade or downgrade their services. Performed cable disconnects.
Responsible for servicing feeder lines, which connect the main cable to small groups of homes, and drop
lines, which are the direct cable lines to a subscriber's home. Performed light troubleshooting work when
customers have minor problems with their cable units.

Faro Technologies
October 2004 - June 2006
Compensation and Calibrations Technician/Opto-mechanical Technician

Perform duties to assemble and test optical and mechanical subassemblies, electronic components and
associated accessories within precise specifications, ensuring compliance with established procedures,
working within the limits of standard or accepted practices Work in the Laser Tracker Division running
calibration test as well Top level diagnostic protocols. Responsible for compensating through various test
and procedures as well as Continuously inspect material for cosmetic defects and conduct any range of
functional tests at prescribed intervals to ensure proper operation of various components during assembly,
using test fixtures in conjunction with computer programs, spectrum analyzers, oscilloscopes or other
prescribed test equipment. Report significant deviations from standard to engineering for review, instruction
and authorization. Identify and recognize nonconforming parts and request guidance as to when minor
modification will allow utilization. Troubleshoot routine problems and make repairs or adjustments as
directed. Notify engineering of failures during assembly or to determine remedy for unusual assembly
issues. Perform routine assembly repairs and rework as required based on failure detected by test and
diagnosed by others. Disassemble failed units as required and determine extent of repair required. Rework
as required to ensure proper operation and compliance with specifications. Prepare documentation and
annotate computerized records as required. Perform visual inspection of assembly and forward assembly
and appropriate documentation for subsequent operations

MTM Technologies September
2003 - October 2004 MS Analyst Support I

First level support for all internal and external IT issues.
Provided outstanding customer service while resolving or escalating issues to the appropriate person.
Monitors client’s systems remotely, escalating any issues that may occur according to customer
procedures. Create and send reports and perform
voice-mail test Demonstrate superior customer service Create tickets as part of the escalation procedure
Follow up on issues efficiently
Perform routine and project related administration of MS systems where necessary Create/maintain issue
documentation as relates to customer problems in Managed Services Systems Request Tracker, Webgui,
Contracts, etc. experience as help-desk Tech, desktop or entry level LAN

MBNA America March
1998 - March 2003
Customer Satisfaction Representative II Corporate

Provided superior customer service to all of our inbound telephone business customers. Aided our
operations dept in keying applications into our appro-systems. Demonstrated leadership skills required in
motivating self and others to meet and exceed personal, department and bank wide goals. Conveyed sales
as well as service techniques in order to obtain additional customers and also to promote usage of
our credit card product. Demonstrated strong understanding of department and bank policies in order to
achieve company goals
TACS Research Analyst II
Responded to customer inquiries using established bank policies and procedures. Participated in seminars
and education programs to broaden overall perspective of banking policies. Demonstrated working
knowledge of MC/VISA regulations and the Fair Credit Billing Act. Assisted with educating new analyst as
well as seasoned representatives. Responded to bank wide CSI's
(customer service inquiries) from personnel throughout bank. Was responsible for the scheduling and
monitoring of the TDD phone system. Prepared request for credit line increases based on established set
of criteria.
Customer Satisfaction Representative I
Responded to telephone inquiries in accordance with defined standards for quality and productivity. Issued
monetary adjustments and prepared input for non-monetary adjustments, as defined by company policy
and applicable regulations. Prepared, reviewed, and approved Customers' requests for credit line
increases based on established set of criteria. Handled calls from prospective Customers by responding to
inquiries about products, services, and benefits with an enthusiastic and positive selling approach.
Performed miscellaneous duties as assigned by manager. Mentored and provided education to teams and
specialists. Assisted officers and specialists in the officer participation bay.

Bob Evans Restaurant May
1996 - March 1998 Shift Manager

Directed and ensured the efficient operation of the front line and kitchen. Ensured customer satisfaction by
providing quick, efficient service and quality products. Provided consistent product portions. Created and
maintained a positive and cooperative atmosphere among employees and customers. Maintained
knowledge and operation of all equipment and operations. Followed and abided by all safety rules, policies
and procedures. Quickly prepared customers' orders according to specifications and with the highest
possible quality. Worked as a team member to assure constant and consistent customer satisfaction thro
ugh excellent quality, service, and cleanliness. Prioritized workload, always serving customers first, then
maintaining dining room, and then maintaining work area. Operated all kitchen equipment. Acknowledged
and spoke to customers when possible in a friendly and courteous manner. Directed employees operating
front line and kitchen. Reported any needed equipment and/or facilities repair to the Maintenance
Department.

US Military
August 1986 - February 1990
Nuclear Weapons Specialist

Responsible for the Maintenance and repair of Nuclear weapons and projectiles through the use of
specialized operations and procedures and specialized equipment. (This is a general description of duties
all detailed information regarding duties is strictly classified) Also was the bay's parts specialist
responsible for the service and upkeep of all tools, equipment, missile containers, paints and solvents, set
up for specialized ops, ordering of any replacement parts, tools and equipment, equipment maintenance
and repair of all electronic equipment, keeping complete and accurate records of the equipment calibration
(electronic equipment, torque wrenches) and shelf life of all solvent and paints
also for 1 year of my duty I was assigned as a cook in the mess hall. Where i worked on the Grill also each
day was assigned to make 3 dishes using approved recipe cards. Did all prep work and cooked all foods.

Accomplishments
Received numerous commendations for demonstrating superior customer service.
Cited as Topp performer in all of TACS for balance transfers and auto insurance transfers.
Created Ideas in which resulted in implementations as part of our Masterpiece Program.
Served 4 years in the Military.