Experiences at Verso Technologies

Management

Challenging yet pleasing when you see final results

Knowing the hotel industry

Developed and implemented marketing plans for specific events and marketing campaigns at a global provider of IP-based telephony (VoIP) communications equipment, software and services.

Michael was responsible for all EMEA and US trade shows--logistics; liaison with trade show personnel, sales and marketing department; messaging and booth design. Additional responsibilities in this role included:

> Partner recruitment & channel marketing
> Supporting marketing communications
> Writing white papers and case studies...

My responsibilities include but are not limited to:
Provide level 2 inbound and outbound technical support/ customer service for the hospitality industry.
Provide support to clients via emails, chats and ticketing systems.
Configure, manage, and support internet routers, gateways, and servers.
Configure and Troubleshoot VPN connection issues
Configure, manage, and support WAPS and Switches.
Provide Wireless, Ethernet, DSL, Cable and Dialup technical support
Work in a fast-paced call center environment
Identifying/isolating reported problems with hotel and end-user hardware or software
Resolve issues that are not limited to installations, configurations of product/hardware software.
Manage proprietary Company built outage board and bulletin board.
Perform escalation audits and QA?s.
Manage and Update Training Manual for certain clients.
Assist and provide training for new clients.
Provide customer service and technical assist to level 1, account managers, supervisors, and vendors/clients.
Take, control, and resolve complicated situations/issues with escalated tickets
Act as Acting Supervisor when needed.
Also perform Level 1 related duties when needed.
Provided Mentoring and coaching for level 1 agents...