Michael O. Hood, Jr.

1700 Burton Drive #403, TX 78741 | C: 512-945-8711 | mchho5@yahoo.com

Career Overview

Highly knowledgeable and focused Customer Care to Technical Analysis Professional, with expertise with low-level IT networking. Additionally, the ability to use critical thinking techniques to troubleshoot and negotiating a resolution with external clients to internal corporate departments.

Furthermore, an excellent role-modeled employee utilized in quality assurance methods, coaching/feedback, research/data-collecting, mentor/training, and accepting responsibility.

Qualifications

• Presentation Skills• Communication Skills• Feedback/Coaching Skills• Need Analysis Skills• Technical/Networking/Server Skills• Critical Thinking/Negotiation Skills

Technical Skills

- Windows OS (All Platforms) – Intermediate- MAC OS (All Platforms) – Intermediate- iOS (All Platforms) – Intermediate- Android (All Platforms) – Intermediate- Blackberry Server Trained and Certified- Active Sync Trained and Certified- Microsoft Office (Note/Word/Power Point/Excel) – Intermediate- Linux (All Platforms) – Intermediate

Accomplishments

Quality Control:

Assisted on the creation of Wiki Knowledge Portal Pages for external and internal clients.Assisted with quality scoring of internal employees for the sole purpose of employee performance scoring and customer satisfaction scoring.

Ticket management – assisted with creation, client feedback, ordering, knowledge technical information, and completion of client product request, and retention reporting.

Leadership:

Mentor – coaching and development of new hire employees; which was supervised by internal training corporate departments.

Team Lead – served as a leadership assistant for multiple internal departments regarding new hire training to OPS scheduling reporting.

Network Support:

Acted as first point of contact for all major technical issues, including power outages, system failures. Assisted with OSI Layer troubleshooting of the physical, data link, network, and applications with all major ILECs (Meagpath, Level 3, AT&T, etc.). This also includes remote repair of basic modems, routers, (Cisco), and switches (Cisco).

Network Security:

Assisted with the planning, installation, maintenance, and optimizing documentation of all LAN/WAN/VPN; which includes all communications links. Also managed all client network LAN/WAN hardware; which includes routers, switches, load balancers, and wireless networking equipment.

Work Experience

Tier1 – Nest Client Support AgentDates: 09/2014 – 04/2015Trusource Labs - 6800 Burleson Rd Austin, TX 78744 – 512/487/7103

Temporary Agency: Volt – 10800 Pecan Park Blvd – 512/592/3349Assignment: 01/06/2014 to 09/01/2014

Assist in pre-sales questions of the Nest Thermostat and Nest Protect devices.Assist in case creation and case completion for quality assurance.Assist with inbound email and inbound call control for the Nest Labs account.Assist on troubleshooting Nest Thermostat HVAC control concerns, issues, and application support.Assist with Nest Protect safety concerns and application support.

Home Depot IT – Store Operation Support AgentDates: 06/2013 to 12/2013Insight Global Staffing Agency – 221 W. 6th St. #910 Austin, TX – 512/687/7600

Assist with inbound calling for Home Depot In-Store Associates, regarding troubleshooting in-store software PC issues to in-store applications.Assist with hardware access issues, for example: PC scanners, printers, laptops, etc.Assist with basic Cisco network access, to ensure in-store network system functions correctly by filing network tickets and real-time monitoring of the network.

MegaPath – Inbound Call NOC SpecialistDates: 01/2013 to 05/2013Insight Global Staffing Agency – 221 W. 6th St. #910 Austin, TX – 512/687/7600

Assist with inbound calling and technical trouble ticket creations for over 30 Covad/MeagPath clients.Assist with OSI Layer basic troubleshooting for network devices and network applications.

Wireless Analyst Representative IIIDates: 10/2006 to 12/2013Movero Inc., 1905B Kramer Lane, Suite #700 – 1/866/276/2376

Provide quality customer care and technical support for Movero, Tangoe/Traq, Vercuity, and Prescient Clients. This also includes complying, collecting, and processing orders/billing information for our clients through Tangoe/Traq and Movero Control sites. Methodically, effectivitly, and accurately troubleshooting complex wireless issues across multiple interdependent elements. This includes but is not limited to settings on Verizon, AT&T, T-mobile, and Sprint/Nextel Wireless Network provided equipment, configuration or applications running over mobile (CDMA, TDMA, GSM/GPRS, EDGE/UMTS, RIM Blackberry) connections. This also includes troubleshooting/activating complex wireless PDA devices on RIM Blackberry 4.1 Server, Motorola Goodlink Server, Active Sync (Server and PDA based), Noka Intellisync server, RIM Blackberry BIS (personal/business email setup), Versa Mail (Treo Email Based Server Personal/Business Setup), and Push Email (Company Based/Personal Microsoft Email Setup PDA device setup), iPhone/iPad Operating System Setup and instructional training.

Provided Instant Messaging Client Customer/Technical Support or Telecommunications phone support to our external and internal clients via remote Internet/Intranet Access from home or from our office location. Provided support to the Quality Department, by grading and providing constructive feedback on agent calls for quality assurance. Collect and gather data to be forwarded to the Process and Research Development Department to aid in client stability and retention. Provided support to the Knowledge Portal Operations Development Team. Addressed internal tickets from our internal customers, edited the ticket information given, and upload the information to the knowledge portal to make available to all departments.

Team Lead Support – assisted office manager with daily reports on co-workers performance ratings via remote access using Excel, Google Documentation Writer, Apple or Android OS Mobile Device Office Assistance Programs or Google Based Email Support Services. Five years experience with troubleshooting Apple iOS products and aiding in the software configuration/setup. Example: Mac Pro, iPhone, iPad, etc

Education and Training

St. Edward's UniversityBachelor of Applied Science (B.A.SC), Psychology2010 – 2015 (Currently Enrolled)

University of PhoenixHuman Resource/Forensic Psychology2004 – 2015 (Currently Enrolled)

High School Diploma: Advance CourseDel Valle High SchoolCompletion Date: 05/24/1996

Training/Certifications:

Toast Masters 2005 and Current

Forensic Psychology Field Work Study Program:

2010 and current

AWARDS:

Spirit of Excellence, 2004, Moment of Excellence (8), 2002 – 2004, Who's Who, 2003, Best Quality on Team, 2003, Awesome Call Award (6), 2003, Customer Compliments (25), 2003-2004, Trusource Labs 2014 Kudos Wall of Fame