Brandon Walton

Contact

Tel : 512-699-8443E-mail : Bwalt28@gmail.com3/15/2015

Profile

Objective To meet and exceed expectations for the advancement of the customer, company, and myself, while bettering myself each day.

Availability Early AM through Evenings

Education

2009 to Current Studying Technology, and Technology Austin Community College, Round Rock Higher Education Center, Texas

2006 to 2009 High School DiplomaStony Point High School. Round Rock, Texas

Work Experience

Black Box Network Services Full-time

Incident Maximo September 2014 to Current

Troubleshoot all inbound client requests and issues.

Escalate and manage tickets to assure timely resolution.

Serve as primary responder for all server outages and break-fix escalations, monitoring the progress of

events and supplying the client or vendor with updates.

Able to smoothly transfer information at the end of each shift with other Incident Support staff about any

outstanding issues and tasks. Performs research and documentation to improve service levels.

Ability to meet multiple service level agreement requirements during the ticket life-cycle.

Key Skills

Computer savvy, using multiple systems while maintaining customer rapport. Very receptive to information.

Computer skills: Customer Service: De-escalation / Customer Relations:

Execution:

Pega, Dos, Nps, Internet Explorer, Microsoft Office 98-07’, Iccoms, Avaaya,

AAD, Unified, Nyroc, Csg, Equifax, Solomon,

ITSM/Remedy. ITIL / ITSM ticketing

7yrs of customer service and sales experience.

Inbound and outbound. Business to Business experience. Advanced

Billing, S3 Sales training.

Mending unsatisfactory customer experiences. Maintaining company

reputation, and rapport.

1st month ranked top 10 out of 119

reps 100% Echo score

(customer Satisfaction

survey) Consecutively

meets sales quota

Quality Team Lead.

Assisting with difficult cases.

Update customers and other stakeholders regularly on ongoing trouble tickets and provide full report of

outages and/or defects.

Flexible to cover other shifts as needed in a 24/7/365 NOC environment. Knowledge, Skills and Abilities

of the job Demonstrated ability to consistently exceed client expectations. Demonstrated ability to

manage multiple initiatives concurrently in a high-volume environment.

Excellent communication and presentation skills and comfort interfacing with customers. Must be able to

learn new systems quickly and have strong troubleshooting skills.

Ability to be flexible with tasks during major outages. Ability to communicate effectively with vendors and

management about status changes.

Advanced problem solving and analytical skills. Ability to work overtime as needed. Must be a self-starter

and self-learner. Ability to build solid working relationships with co-workers and management.

Texas Guarantee Full-time

Default Aversion Counselor November 2013 to September 2014 Provide counseling to educate and inform borrowers regarding their account status, available options

and default consequences. Inform borrowers about the qualifications for all deferments types, forbearance options as well as the various repayment options. After initial counseling, following up with borrowers to determine any continued need for assistance and provide further repayment guidance. Responsible for verifying and updating borrower demographics and documenting account history with action taken. Heavy telephone (automated dialer) contacts to ensure success of these endeavors may include borrowers, schools, lenders, secondary markets, servicing agents, and internal departments, Comprehensive knowledge acquired through applied training with the corporation

Respond to borrowers requests (written or email), which may include drafting personal response or using predefined templates to address borrower

Administrative duties may include copying, faxing, and filing.

Time Warner Cable Full Time

Technical Support Tier 3 / Billing Specialist March 2009 to June 2011 In-depth troubleshooting with phone, internet, & cable. Understanding customer issues, and successfully having them resolved. Identifying outages by hubs or node. De-escalation, and creating sales or upgrade opportunities. Processing credit and background checks. Recovering delinquent amounts and creating payment arrangements Resolving complicated billing issues Meet and Exceed Sales and Quality quota monthly. Quality team leader consecutive months. Issue itsm / itil tickets for outages and maintenance areas

Sears And Roebuck Full-time

Delivery Solutions (DS)/ CSR May 2006 to June 2009

Received 96-105 calls each day in Sear’s largest call center;

Maintained high priority cases with important customers

Negotiated with upset customers with botched company experiences nationwide.

Practiced STS or save the sale opportunities on every call.

References

Sampson Jordan Dell- Account Executive Cell- 512-284-2593

Heather Atkinson Austin Gastroenterology- Clinical Nurse Cell- 512-656-3475

Greg Alvarez City of Austin- TDLR Commissioner Cell-512-659-5034