michael hood

team lead

About

Career Overview Highly knowledgeable and focused Customer Care to Technical Analysis Professional, with expertise with low-level IT networking. Additionally, the ability to use critical thinking techniques to troubleshoot and negotiating a resolution with external clients to internal corporate departments. Furthermore, an excellent role-modeled employee utilized in quality assurance methods, coaching/feedback, research/data-collecting, mentor/training, and accepting responsibility. Qualifications * Presentation Skills * Communication Skills * Feedback/Coaching Skills * Need Analysis Skills * Technical/Networking/Server Skills * Critical Thinking/Negotiation Skills Technical Skills - Windows OS (All Platforms) – Intermediate - MAC OS (All Platforms) – Intermediate - iOS (All Platforms) – Intermediate - Android (All Platforms) – Intermediate - Blackberry Server Trained and Certified - Active Sync Trained and Certified - Microsoft Office (Note/Word/Power Point/Excel) – Intermediate - Linux (All Platforms) – Intermediate

Country

united states

City

austin

Industry

information technology and services

Skill

troubleshooting, telecommunications, technical support, wireless, mobile devices, customer satisfaction, call center, team leadership, customer service, call centers, vendor management, management, training, account management, customer experience, leadership development, help desk support, cdma, coaching, blackberry, soft skills, networking, salesforce.com, wireless networking, process improvement, analysis, sales, team building, inventory management, windows, powerpoint, employee training, mobile technology, linux, microsoft word, microsoft powerpoint, microsoft excel, social media, public speaking, public relations, healthcare, solution selling, leadership, team management, microsoft office, network operations center, routers, switches, microsoft exchange, social services

Experience

team lead

rapid radiology, inc

uber driver

uber

2017-6 - Present · 9 yrs 4 mos

Part-time driver for Uber ride-share and Uber Eats services.

control specialist

freightwatch international

2016-8 - 2017-6 · 11 mos

$financial resolutions of america corporation ("frac")$

collections representative

financial resolutions of america corporation ("frac")

1998-7 - 2001-6 · 3 yrs

Medical collections of low and high claims billing.

tier 1 - nest labs technical support

trusource labs

2014-8 - 2015-4 · 9 mos

Provided Technical Support for Nest Lab Products.

patient registration position - aerotek

the austin diagnostic clinic

2017-7 - Present · 9 yrs 3 mos

wireless telecommunications technical and customer service expert

movero

2006-10 - 2012-9 · 6 yrs

technical support

solectron

2006-7 - 2006-9 · 3 mos

Technical Support Representative Provide quality service and support for Verizon Wireless customers in the area of technical support. Methodically, effectively and accurately troubleshoot complex wireless issues across multiple interdependent elements. This includes but is not limited to settings on Verizon Wireless Network provided equipment, configuration or applications running over mobile (CDMA) connection. Provided customer support to external and internal Verizon Wireless Customers.

apple community moderator

mindlance apple

2015-8 - 2016-8 · 1 yr 1 mo

Assist with monitoring, editing, and protecting the Apple Communities user forums site.

nest labs - tier 1

volt

2014-1 - 2014-12 · 1 yr

* Assist in Pre-sales questions of the Nest Thermostat and Nest Protect. * Assist in case creation and case completion for quality assurance. * Troubleshoot the Nest Thermostat for HVAC control. * Troubleshoot the Nest Protect for Safety Control.