Summary
Overview
Work History
Education
Skills
References
Timeline
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Clovis G Harris

Mandeville,Jamaica

Summary

Dynamic IT professional with a proven track record at Bravo Store Systems, enhancing IT support solutions and fostering team leadership. Spearheaded cross-functional collaborations, significantly improving customer service satisfaction. Expert in IPV4 network management and adept at building high-performing teams. Achieved notable success in project and performance management, leveraging professional networking and technical skills for optimal results.

Overview

16
16
years of professional experience

Work History

Support Manager

Bravo Store Systems
03.2019 - Current
  • Supervised support technicians across Levels 1, 2, and 3.
  • Overseeing scheduling, task delegation, and performance evaluation.
  • Fostering a collaborative and high-performing team environment.
  • Develop and implement support policies, procedures, and best practices
  • Monitored ticketing systems to ensure timely resolution of issues.
  • Analyzing support metrics to identify trends and improve processes.
  • Served as an escalation point for complex issues.
  • Partnered with various teams to resolve broader system issues.
  • Delivered exceptional service prioritizing user satisfaction.
  • Regularly reviewing customer feedback to refine support strategies
  • Assessed needs for training and facilitated skill development.
  • Monitored customer service performance metrics and identified areas for improvement.

Technical Lead

Bravo Store Systems
05.2016 - 03.2019
  • Installed and maintained office network equipment, including Juniper firewall.
  • Creating, documenting, and submitting cases via the Zendesk ticketing system based on customers' requests, queries, and issues.
  • Enabling and configuring Buya online marketplace, company-branded websites, and mobile applications, including Bravo Shopkeeper and MobilePawn.
  • Installed customer hardware such as printers, scanners, and biometric readers.

Software Support Technician

Vertical Computer Systems
12.2008 - 04.2016
  • Provided technical support for CompuPawn cloud-based POS and Inventory Management system
  • Installing and configuring VPNs for CompuPawn cloud-based system
  • Troubleshooting customers WAN/LAN issues
  • Hardware/Software installs, executing scripts on windows server 2008

Education

Bachelor of Science - Computer Science, Emphasis in Communication

Northern Caribbean University
Mandeville, Manchester, Jamaica
12-2008

Skills

  • IT Support Solutions
  • IPV4 Network and connectivity management
  • Project Management
  • Team Leadership
  • Performance management
  • Staff management
  • Customer service expertise
  • Professional networking
  • Cross-functional collaboration
  • Team building

References

References available upon request.

Timeline

Support Manager

Bravo Store Systems
03.2019 - Current

Technical Lead

Bravo Store Systems
05.2016 - 03.2019

Software Support Technician

Vertical Computer Systems
12.2008 - 04.2016

Bachelor of Science - Computer Science, Emphasis in Communication

Northern Caribbean University

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Clovis G Harris