Christopher McCrady

1265 Winston Drive Lewisville, Tx 75077  (512) 689-7977  Christopher.M.McCrady@Gmail.com

 

AVAILABILITY:   
  Immdiate

 

SKILLS:   
  Microsoft Suite 2007/2010, Photoshop 7, Flash 5, CRM (Customer Service), 

  Team Lead, Technical and End-User Training, Customer Service trained  
 

BILINGUAL:   

  Spanish - Levels: low-intermediate conversational, intermediate reading/writing  
 

EDUCATION:  

Austin College	Sherman, TX	Aug. 2004 – May 2005	(20 Hrs.) Art Major
Austin Community College	Austin, TX	June/July 2002 and 2003	GPA 3.0/4.0
McNeil High School	Austin, TX	Aug. 2001 – May. 2004	GPA: 3.08

 

EXPERIENCE: 

  Exigo Office, Inc. October 15, 2014 - July 7, 2015

         Technical Support Engineer          

              Resolve and assign incoming support inquiries, Research technical issues, Contact clients for

              issue resolution follow up, Act as technical adviser with ability to drive complex issues to

              resolution, Coordinate support efforts between multiple departments, Communicate with

              clients regarding new feature roll-outs, Maintain user documentation library, Assist with

              developing operating procedures, and Assist with developing training programs for client use of

              software, training of new employees with limited resources, assisted management of new

              technical support engineers.

 

  Blizzard Entertainment (World of Warcraft), Nov 2010 – Feb 2012, Feb 2014 – May 2014 
         In-Game Support Rep 
              First contact resolution of customer issues via chat and e-mail. Maintained productivity that

              met or exceeded departmental goals. Provided proactive customer communication via chat or

              email when necessary. Maintain security and confidentiality of Blizzard internal information

              and customer/account information. Investigate reports of player harassment or inappropriate 

              behavior. Worked with Legal Department to support loss prevention goals. Primary duties 
              included handling Terms of Service violations, Item and Character restorations, and other 
              technical or game questions.   

 

  ASI, (Contract; Gamefly) Sept 2013 - Nov 2013

         Customer Support

              Provide account management and rental shipping resolution via phone and email while

              maintaining customer retention and providing quality level support in a call center setting.

 

  teleNetwork, Inc. June 2013 – Sept 2013

         Technical Support Representative

              Technical Support via phone. Training to support Customers in setting up Modems for Internet

              Connection or troubleshoot connectivity issues with current Modem setup. Main goal to provide

              world class customer experience and ensure customers have access to the support needed with

              an opportunity to upsell advanced services.

 

  NetPolarity (Contract; EA Sports), April 2012 – May 2013            
         Account and Technical Support Adviser 
              Technical support via phone, chat, and e-mail. Worked all three shifts, as needed. Pride in 

              accuracy. Developed tools to enhance accuracy in all agents. Trained and collaborated with  
              other agents on process enhancements. Main goal - to provide exceptional customer

              experience to improve and uphold the World Wide Customer Experience.  

 

  Volusion, Inc, October 2010 - November 2010   
         Support Concierge 
              Formal Customer Service Training. Trained to support website issues for various stores using the 
              company’s software and provide customer services for Gold and Platinum members. 

 
Non-Technical Positions 

Office Depot	Aug 2010 - Oct 2010	Store Associate
Whataburger	Oct 2008 - Aug 2010	Store Associate
Souper Salad	Jun 2008 - Aug 2008	Server/Cashier
Sonic	Feb 2008 - May 2008	Store Associate
Gatti-Town	Nov 2007 - Mar2008	Party Host
United States Marine Corps	Jan 2006 - Jun 2007	Aircraft Mechanic
Randall’s	Jun 2003 - Jan 2005	Store Associate
IHOP	Jan 2000 - May 2000	Host

 

CLUBS/ORGANIZATIONS:  

Habitat for Humanity	2005
A.F.J.R.O.T.C.	2003-2004
Austin College Swimming/Diving Team	2004-2005

 

SUPERVISORY REFERENCES:

Juan Sepeda	Electronic Arts	(469) 364-0671	juansepeda@ymail.com
Tyler Quach	Electronic Arts	(512) 574-5883	tyler.quach@gmail.com
Eduardo Hernandez	Electronic Arts	(512) 460-9605	EduardoH@EA.com
Kyle Miller	Exigo Office, Inc	(972) 821-9930	KyleM@Exigo.com
Jeff Bristol	Exigo Office, Inc	(817) 941-6064	JeffB@Exigo.com