JASON M. TANN

1575 EAST 5740 SOUTH MURRAY UT 84121

PHONE: (801) 688-7962 / EMAIL: Jason.Tann@outlook.com / LINKEDIN: http://www.linkedin.com/in/jasonmtann

FOCUS OF INTEREST

Results-driven professional with 9 years of experience in high volume inbound/outbound call-centers. Skilled in analysis and

implementation of strategies and processes to improve productivity, quality and efficiency. Special focus and talent with employee

development, KPI based performance management and increasing revenues via customer satisfaction. Consistently recognized for

outstanding performance and creative problem-solving. Leadership and supervisory adeptness. Solid communicator and relationship

builder. Accustom to demanding clientele, achieving time critical objectives and complete customer satisfaction.

LEADERSHIP & MANAGEMENT

• Staff training

• Team building

• Agent performance development & coaching

• Career planning

• Productivity management

• Interviewing & hiring

• Presenting & cross organizational communication

• Project development & implementation

• Policy & procedure development

CERTIFICATIONS & TECHNICAL PROFICIENCIES

Certification

• Comptia Networking +

• Comptia A+

• Mitsubishi DLP Repair

Proficiencies

• Active Directory

• Avamar

• Avaya

• Cisco hardware and software

Additional Related Proficiencies:

Exchange/ Outlook, IT staff management, LAN/WAN protocols, Mac hardware repair, Mac software repair, MS Office all versions to 2013, MS

SharePoint, Network Administration, Network troubleshooting, Networking security, Onsite support, Over the phone support, Packet 8 VoIP,

PC/Server troubleshooting, Polycom Phone systems, Project management, Project Planning, QuickBooks, Remote support, Routed/ Routing

protocols, Server repair, Software troubleshooting, Statistical Reporting, Switches/routers and cabling, TCP/IP & OSI Model, Technical consulting and

Sales, Technical writing , Toktume VoIP, 8x8 VoIP, SaaS, VM Ware, Windows all versions

EXPERIENCE

RSSI / Good account - Murray, UT

Quality Assurance Supervisor III & Trainer

• Managed and directed all aspects of incoming call center operations.

• Developed and implemented the quality assurance program.

• Implemented, reviewed and developed policies and procedures.

• Relied on extensive experience and judgment to plan and accomplish goals.

• Ensured performance goals and KPI’s were met.

• Directed and coordinated work activities with other supervisors, managers and departments.

• Served in a multitude of roles, such as: coaching, training, counseling, reporting, process and human capital management

• Conducted regular performance and quality reviews.

• Performed and delivered metric reporting and analysis.

2012 - 2014

• CRM's Sugar, Sales Force, CSI

• CRM's Vigor, Seibel, Dell

• CRM’s Act, Zen ware

• QA Software Nice, Call Copy

• Custom system builder

• Systems security

• Desktop/laptop hardware repair

• Wireless Networking A/B/G/N

• Cisco CCENT

• Dell Certified PC Technician

• Cisco CCENT

• KCS Publisher

• ITIL 2011 Foundations

*Pending

• Process improvement

• KPI

• Analysis & reporting

• Quality Assurance

• Strategic planning

• Business systems implementation

• Change control

• Working Knowledge of ISO, Sigma, ITIL

EXPERIENCE (CONTINUED)

EMC2 - Draper, UT *Short term contract position

2012 - 2012

Pre-Check Engineer

• Responsible for planning and coordinating complex upgrade projects for Avamar systems including high security sites.

• Performed initial contact, pre checks for upgrade activities, information gathering, data-entry and allocated human capital

resources for 24x7x365, global operation.

• Exceptional logistical, planning, critical thinking, relationship and communication skills.

Stevens Henagar College - Murray, UT *Short term contract position

Help Desk Analyst II

• Successfully managed incoming priorities effectively and exceeded service level requirements.

Intelitech Service & Support LLC - Murray, UT

Co-Founder, Operations Manager

• Verified the configuration and health of the installed solution prior to scheduling software upgrades.

• Strong understanding of information technology including: cloud infrastructure, data storage, de-duplication and enterprise

hardware/software.

2011 - 2012

• Provided comprehensive phone, remote and onsite support for the efficient resolution for a wide range of hardware and

software issues for students and staff.

2010 – Current*

• Contributed to the development and implementation of organizational strategies, policies and practices.

• Ensured organizational effectiveness by providing leadership to the management team.

• Responsible for a wide range of daily activities including: consultation, sales, technical support, implementation, project

planning, data entry, document control, budgeting, marketing, customer service and other misc. tasks.

MasterControl Inc. - Cottonwood, UT

Marketing Lead Generation & Qualification Specialist

• Utilized research, interviewing, marketing and sales skills to perform outbound business-to-business marketing and pre-sales

qualification of document control and other quality software.

• Contacted FDA and ISO regulated companies in various industries.

• Spoke with decision makers about their business needs related to quality and document control.

Apex Digital LLC - Murray, UT

Operations Manager

2007 - 2008

• Primary responsibility was ensuring day to day organizational effectiveness and productivity.

• Secondary responsibilities included: consulting, marketing, technical support, PC repair, customer service, data-entry,

Shipping/Receiving, accounts payable, HR, bookkeeping, document control, payroll, legal, third party collaboration, sales and

other misc. tasks.

Teleperformance USA - South Salt Lake City, UT

Supervisor I & New Hire Trainer

2005 - 2009

• Coordinated, supervised and was accountable for the daily activities of team and up to several hundred agents.

• Set priorities for the team to ensure task completion and performance goals were met, such as: Quality, Adherence, Service

Level and AHT.

• Coordinated work activities with other supervisors, managers and departments.

• Identified and resolved operational problems using pre-defined processes, expertise and judgment.

• Provided coaching, training, counseling, hire interviews and formal corrective action.

• Conducted regular performance and quality reviews.

EDUCATION

New Horizons - West Valley, UT

• Business networking technologies with a focus on Cisco and other networking technologies

PC Training West - Sugarhouse, UT

• Comptia core certifications A+ & Network +

Southern Utah University - Cedar City, UT

• General education

Southern Utah University - Cedar City, UT

• General education

2011 - 2012

2001 - 2002

1998 - 1998

1994 - 1995

2009 - 2010