Download PDF

Ray Owens

AT&T U-Verse, Team Lead Tier II Technical Support

Work experience

Freelance Web Designer

Raymond Owens
Web Design Tempe, AZ Freelance Web Designer Develop new web applications as identified by client through packaged and customized applications Perform complete testing of web applications prior to publishing Design and implement user-driven templates, databases and interfaces for ease of use

Support Technician, Customer Care

Pace Americas, Inc Raymond Owens
Formerly 2WIRE) Tempe, AZ Tier I Internet Support Technician, Customer Care Provided outstanding support for Cisco, Motorola and 2Wire systems and serve as subject matter expert Identified network problems, troubleshoot and quickly resolved customer issues The ability to multitask while confidently handling required call volume per hour
Feb 2011Present

Technical support team lead

U-Verse
ASAP contractor for AT&T Mesa, AZ Team Lead II Technical Support Effectively manage team of 16 first call resolution, customer service representatives in fast paced, demanding inbound call center environment achieving superior results to comparative teams Improve individual and team performance through assessment, evaluation, training and creating individual performance plans for each associate using operation management center tactics Confidently solve challenging issues by effectively utilizing diagnostic tools, analyzing spreadsheet data and delegating responsibility to deliver prompt solutions

Education

Dec 2013May 2014

Diploma

Western Career Institute

Desktop support technician

Jan 2010May 2010

Associates Degree

Anoka Ramsey Community College

Computer Systems Networking and Telecommunication

Skills

Operation manager center training
Employ best coaching tactics to achieve superior results
Microsoft Office
Microsoft Office is an office suite of desktop applications, servers and services for Microsoft Windows and OS X operating systems

References

Available upon request

Certifications

Apr 2014Apr 2107

Comptia A+

Comptia
The A+ certification demonstrates competency as a computer technician.
Jan 2014Present

Microsoft Certfied Professional

Microsoft
Microsoft Certified Professional (MCP) is a certification that validates IT professional and developer technical expertise through rigorous, industry-proven, and industry-recognized exams