Evan Lamoureux

• Take chats, calls, and emails to provide solutions to complex issues while maintaining a high level of customer service and efficiency
• Ensure backups are taken before any troubleshooting or destructive process is run
• Analyze access and error logs to determine cause of issue and effective options to mitigate
• Translate jargon and hard to understand tech concepts to layman's as needed
• Security focused and driven by customer confidentiality
• Ensure that workflows are outlined in internal and external documents
correctly
• Proficient with MySQL administration
• Improved customer satisfaction by providing timely and efficient technical support to clients.

• Collaborated with supervisors to escalate and address customer inquiries or technical issues.
• Analyzed issues to identify troubleshooting methods needed for quick remediation.
• Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
• Managed high call volume efficiently, addressing customer concerns promptly and professionally.
• Diagnosed system errors with meticulous attention to detail, ensuring accurate solutions were provided.
• Enhanced communication skills through active listening techniques during customer interactions, resulting in more effective problem-solving abilities.
• Assisted customers in identifying issues and explained solutions to restore service and functionality.

• Explained technical information in clear terms to promote better understanding for non-technical users.
• Performed installation, maintenance and repair for complex internal computer hardware and various software applications.
• Monitored systems in operation and quickly troubleshot errors.
• Corrected connectivity faults to restore user access to local networks, cloud-based storage and public web.
• Set up PCs, projectors and microphones for use in video conferencing rooms.
• Completed routine and complex software installations, assisting users of various levels of computer sophistication in operation of new and existing software.
• Leader in KPI metrics for my department.

• Assist customers with WordPress-specific hosting questions and resolve technical issues via phone, chat, and ticketing system
• Provide troubleshooting steps and information related to escalations when needed, and research solutions to said issues as need arises
• Use tools (dig, WHOIS, etc) and in-house software to create efficient and customer focused resolution strategies
• Research and employ fixes for different hosting and website related issues
• Intermediary between escalation points and customer base
• Able to de-escalate angered customers and resolve issues efficiently

• Assisted customers with their issues in live call or chat-based format while also taking tickets
• Collaborated as part of team environment, meeting both individual and team goals set by management
• Able to verify information on domain and Linux commands to navigate command-line based environment as well as online resources while troubleshooting advanced issues
• Assist non-technical coworkers with questions on policy and technical issues
• Research and employ fixes for different hosting, email, DNS, and website related issues
• Interface between customer and higher tier support when necessary and able to translate jargon from higher tier support into layman terms customer can understand if needed
• Able to de-escalate angered customers and resolve issue efficiently
• Over 90% customer satisfaction for entire InMotion Hosting career so far while retaining satisfactory contacts per hour

• Directed and coached Tier I Technical Support Team, continuation of programming work on overlay detailed in LES Technician, supported proprietary software and developed solutions to widespread issues
• Handled escalations on potentially explosive situations
• Reduced average wait times down to 10-15 minutes through yearly queue peak for chat, phones, and email
• In addition to supervisor duties, tasked with writing Knowledge Base articles, averaged 8 to 15/day
• Provided technical solutions through competency modeling and capacity planning by collaborating with SMEs and business stakeholders
• Liaison between corporate headquarters and franchisees, identifying and addressing training requirements to improve learning experience and retention
• Adapted very quickly to rapidly changing policies and procedures
• Helped department break all company resolution records by over 20% for technical support
• Slashed department response time for internal and external customers to under 24 hours.

• Ensured speedy and efficient issue resolution while supporting 15 of their largest franchises (each with 10+ offices).
• Automated standard response workflow with overlay in issue tracker
• Empowered technical support team with tools they needed to be successful
• Came up with comprehensive programmatic solutions to issues faced by top 10% earning franchisees as well as technical support

• Provided speedy resolution and support to representatives under me, in addition to serving as the subject matter expert for our Call Center program
• Teamed with supervisors and other analysts to lead the seasonal representatives through technical issues or knowledge assisted to document and escalate issues to development
• Administrator for chat and triaged queue
• Resolved advanced escalations issues for technicians
• Key Achievement
• Supported supervisors during peak and performed supervisor roles when needed
• Retained SME position of our call center application and fielded all questions on it

• Worked to ensure speedy and acceptable resolutions to problems of franchise offices in professionally and efficiently
• Became member of chat team, ensured stakeholder issues were resolved via chat and ticket according to SLAs
• Helped others with their tickets during downtime
• Became SME for call center application