Michen Wallace

MICHEN WALLACE 12 Cartridge Road, Kingston |- |- PROFILE A self-motivated professional with vast experience and hands-on education in the areas of telecommunications, Information Communication Technology, research and customer relationship management. Highly-flexible and versatile individual with the ability to adapt quickly to an ever-changing and fast-paced environment. This comes from working in a wide array of areas ranging from technical support, product and application development and support to marketing. Recognised for experience and expertise with technological devices, solutions and applications from a variety of developers. PROFESSIONAL EXPERIENCE Digicel Jamaica- It Helpdesk Specialist (February 2016- Present) Answers, evaluates, and prioritizes incoming telephone, voice mail, e-mail, and in-person requests for assistance from users experiencing problems with hardware, software, networking, PBX and other computer-related technologies as stated by the SLA. Handles problem recognition, research, isolation, resolution and follow-up for routine user problems, referring more complex problems to CSE, DBA, IP Team, MIS and Business Support as stated by the SLA. Prepares standard statistical reports, such as help desk incident reports and analyze and evaluate these reports to make recommendations to reduce help line incident rate. Provide administration for Windows AD user accounts Configuration of laptops and desktops Equipment Support Provide support for Black Berry and other Handsets which require email synchronization. Digicel Jamaica- After Sales Support Executive (April 2012-February 2016) Building and maintaining relationships with customers, dealers and repair centre personnel to facilitate the timely resolution of customer issues Ensures that customer issues escalated by external stakeholders such as the Fair Trading Commission and Consumer Affairs Commission are effectively addressed Executing repair centre surveys and analyzing the data collected to assess and evaluate dealer satisfaction and service level agreements Prepares and analyzes weekly/monthly manufacturer, customer complaints and escalation reports Management of the seed-stock and loaner phones inventory in dealer stores/service centres island-wide Social Media Support Agent (April 2012-April 2015) Coordination of daily maintenance of social media pages Development of social media content and scheduling Assisted with overall strategy for the creation and implementation of social marketing content and campaigns. Coordinated digital media advertising and affiliates activity Provided insight and feedback on performance of channels, content and campaign Product Support-Customer Care Representative/Business Risk Analyst (September 2009 – April 2012) Responding to and resolving customer queries and issues Developing scripts/product manuals outlining product information and FAQs Device testing Weekly reporting on device network and data plan functionality to wider 4G product team Compatibility tests for network improvement (3G/4G/H/H+) Quality assurance Roofing Renovation & Building Construction Limited-Operations Executive (April 2007-April 2009) ACADEMIC QUALIFICATIONS University College of the Caribbean (Present) BSc. in Information Technology and Mathematics University College of the Caribbean (June 2013) Diploma in Computer Studies and Management Manchester High School (June 2000) CSEC Mathematics (II) Information Technology Office Procedures GCE O’ Levels English Language REFERENCES Available upon request