1261 Castle Dr. #237

Garland, TX 75040

Bobby D McKee

(972) 815-5606

Bobby.D.McKee@gmail.com

Employment

Customer Support Master (Tier III)

Telvista

     Spring 2012-Spring 2016

Verizon FiOS -Residential Technical Support

●    Maintained Top 5% Call Handle Time Rate with an 80% First Call Resolution to call response.

●    Assisted in Internal Help Desk, Tools Beta-testing and Implementation, and Training Bay Mentor.

●    Contributed to overall customer satisfaction with proper implementation of high-volume call center tools to effect rapid resolution of consumer issues. 

●    Cross-trained on multiple platforms and service units to better serve the needs of Verizon Customers (FiOS Residential, FiOS Small Business, Verizon Copper Line Support, Verizon Internet Security Suite, Verizon Billing and Ordering Systems, Order Completion and Flow-through, Dispatch Scheduling and Control).

Automotive Detail Technician

     Mike Raisor Ford; Lafayette, IN

     Winter 2010- Spring 2012

●    Adjusted work flow routines to maximize number of units detailed per day by 15%.

●    Trained new workers on proper detailing techniques with an overhead for speed and precise attention to detail.

●    Educated customers on proper automotive upkeep and visual maintenance.

Tier II Technical Support

Partnership Broadband; Justin, TX

Spring 2009-Winter 2010

●    Consistently doubled resolutions rates of the other agents in call center.

●    Solved consumer-based and network system integration to resolve issues ranging from localized in-house to network wide outages.

●    Worked to strengthen the communication between Network, Field Technicians and Front Line Agents

LRC Technician

     Western Oklahoma State College

     Fall 2002-Fall 2004

College Library Network Administration

●    Implemented improved network and password security for a public network serving 200 people daily.

●    On site technical support and maintenance including—hardware and software upgrades, antivirus services, cross platform translations and educational instruction to students and faculty.

●    Network administration of local and wide area networks with both teleconferencing and remote desktop control and security

Education

Altus, OK

Western Oklahoma State College

Fall 2002-Spring 2004

●    A.A.S. PC Hardware & Networking. In-major GPA: 3.85

●    Undergraduate Coursework: Operating Systems; Network Construction and Maintenance; Databases; Algorithms; Programming Languages; Comp. Architecture; Web Page Design.

Technical Experience

Projects

●    CoFEE (2012-2014). Advanced call center billing and repair ticket creation and sharing tool.

●    Citrix Remote Desktop (2012-2013). Remote Desktop Tool allowing for active client instruction and remote site control for solving a variety of small network and web-based software solutions

●    Emerald (2009).  Ticket Creation Tool allowing for Technical and Business Office integration.

Operating Systems and Technologies

●    Windows 98, Windows 2000, Windows XP, Windows 7, Windows 8, Windows Server 2000, Windows Server 2003, Mac OS, Mac OSX, Ubuntu Linux

●    Microsoft Office Suite, Excel, PowerPoint, Word, Open Office, Internet Explorer, Mozilla Firefox, Google Chrome, Opera, Outlook 97-2010, Outlook Express, Windows Live Mail, MacMail, Eudora, Thunderbird.