Resume
20+ Years of Excellence
Education
Master of Science - Information Technology Management
Western Governors UniversityCapstone work on end-to-end IT solution for automated grocery picking and delivery using robotics
Bachelor of Business Administration
Western Carolina UniversityGraduated Summa Cum Laude
- Minor in Management
Bachelor Business Law
Western Carolina UniversityGraduated Summa Cum Laude
- Minor in Management
Associate of Arts
Caldwell Community College and Technical InstituteBusiness Administration, Management, and Operations
Experience
Assistant Manager - Technical Support and Device Engineering
Carolina West Wireless
Assists in the oversight of Technical Support and Device Engineering teams. Responsible for ensuring devices meet company requirements prior to retail launch. Ensures a world class customer experience with incoming customer issues through root cause analysis, vendor engagement and internal teams communications. Works to foster free flowing communication through Operations and Engineering teams.
Device Engineer
Carolina West Wireless
Developing handset software and settings for Carolina West and the customer base. Work with OEM’s directly on product development. Manage projects that bring new technology changes to the cellular network. Drive innovation with OEM’s and company engineering teams to produce products that provide excellent customer experiences.
Tier 2 Specialist
Carolina West Wireless
Providing Roaming, Data and Troubleshooting support for internal and external customer. Support for customer who are off network. Maintain relationships with Roaming and Data partners to ensure their customers have positive experiences.
Distribution Representative
Carolina West Wireless
Provide support for sales reps, customers, and internal departments. Business account plan research and discount management.
Retail Sales Representative
Carolina West Wireless
Selling mobile devices and wireless plans to customers in Western North Carolina. Device education and first tier troubleshooting.
Assistant Manager
FYE
Store organization, Profit and Loss, Banking, Scheduling, Setting up special events, store security.
Supervisor - One Bill
Teletech
Supervised a team of 15 that addressed issues with a vendors One Bill service where Landline and Wireless was presented on one bill. Monitored KPIs and provided feedback and coaching.