ArmandS.

Link
2041SBrightsideViewDriveAptE,BatonRouge,LA70820225.363.8833link@acmpny.com

Objective

Aprovenleaderinretail,B2Bsales,andenterpriseleveltechnicalsupport,Iamseekingachallenging,career
opportunityinaconsulting,analyst,oradministrativerolethatwillallowmetoutilizemydiverseskillstomakea
measurableimpactonbothnewandexistingprojects,andfostersustainablelongtermgrowthwithintheindustry.

ProfessionalSummary

6+yearsofITrelatedcustomersupport5+yearsofcustomerserviceleadership,mentoring,training,and
teambuilding3+yearsoflocalcommunityadvocacyleadershipEffectivecommunicator,skilledinpresenting
complexconceptsinstraightforwardwaysAdaptableandagileexperiencedincreativeproblemsolving,
establishingpriorities,andcomplyingwithdeadlinesIndepthunderstandingofcomputerhardwareandsoftware

WorkExperience

EATELBusiness/Venyu,BatonRouge,LA
JULY2015present
NOCTechnician

Monitoredallcomputer,networkbackupandHVACsystems.Maintainedcomprehensivedocumentationonevents,
suchasalertsandoutages,Resolvedmultiplatformoperatingsystemandnetworkissues.
Achievements:

RankedinTop3forSupportCaseClosureinBatonRougeNOC

CoxCommunications,BatonRouge,LA
March2015July2015
TechnicalSupportRepresentative

Providedrealtimetroubleshootingofbroadbandcontentonahybridfibercoaxialnetwork.Engagedandtracked
priorityoneissueswithtimelydocumentation,resolutionandclosureoftroublecalls.

Achievements:

Ranked#1inTechnicalSkills,ProductKnowledge,andSellinginonboardingtraining

Ranked#1inSoutheastRegionforFirstCallResolution&AvoidableTruckRolls

ConsistentlytheTopCallCenterTeamMemberforServing,Solving,andSell

BestBuyGeekSquad,BatonRouge,LA
April2014March2015
ConsultationAgent

Troubleshootedcomputerhardware,peripherals,software,operatingsystemsandInternetconnections.
Performedsoftwareupgradesandeducatedclientsoncomputersecuritybestpractices.

Achievements:

Ranked#1ConsultationAgentforservicerevenueperhourinthemarketforQ42014/Q12015

MemberoftheEmployeeEngagementCommittee

RatedconsistentlyasexceedingexpectationsbyclientsinNetPromoterSatisfactionSurvey

AT&TInc.,Gonzales,LA
April2013August2013
RetailSalesConsultant

Soldproductsandservicesinacommissionbased,highsalesandhighvolumeenvironment.Managedcustomeraccounts,
serviceinquires,anddevicesupport.Completedcustomercontracts,warranties,promotions,andaccountfeatures.
Maintainedknowledgeofcompetitiveoffersandpositionedbenefitsappropriately.Usedcustomerserviceskillstobuildand
repairrelationships

Achievements:

RatedconsistentlyabovestandardsbycustomersundercompanysWillingnesstoRecommendsurvey.

GapInc.OldNavy,BatonRouge,LA
May2012December2012
OperationsManager

Ledexecutionoftasksformarkdowns,signage,marketingandfacilities.Performedstorecomplianceandsafetyaudits.
Maintainedpricingandmarketingaccuracyandutilizedeffectivepricingandplacementstrategiestoprotectgrossmargin.
Managedpreventivecareandmaintenanceschedules.

Achievements:

Createdpracticalbehaviorbasedtrainingprocedurestoincreaseassociateunderstandingand
performanceofdailydutiesandresponsibility

FinishedAboveTargetforQ3companyPerformanceAppraisal

Recoveredhundredsofdollarsofmerchandiseusingcustomerservicestrategies

ArmandS.Link

link@acmpny.com225.363.8833pg.2

CelebrationStationPropertiesInc.,BatonRouge,LA
February2012May2012
ShiftManager

Performeddaytodayoperationsandadministrativeduties,includingopeningandclosingthefacility,maintaining
safetystandards,cashhandling,andinterviewingandtrainingstaff.

Achievements:

Protectedbottomlinebyimplementingprocedurestoreduceshrinkageandpropertyloss/damage

Trainedstaffonbehaviorbasedresultsleadingtoanincreaseinhourlyrevenueandproductivity

OptimaInc.,Rockville,MD

September2011February2012
CorporateTrainer

ManagedproductionformultipleB2Bmarketingandsalesterritories.Taughtadvancedsalestechniquesthrough
dailyimpacts.Randrills,workshopsandgamestotransferknowntoassociates.

Achievements:

PromotedfromAccountExecutivetoCorporateTrainerinaweekandahalf,theofficerecord

Consistentlyledofficeinsales,overallperformance,andcustomerretention

AppleInc.,BatonRouge,LA
February2008September2011
GeniusAdministrator

Managedcustomerrepairdatabase.Receivedandcataloguedservicepartsandrepairs.Performedenduser
technicalsupport,escalations(whenappropriate),andinventoryreports.

Achievements:

PromotedfromSpecialisttoGeniusAdministratorforexemplaryperformance

Ranked#1inthestoreforcombinedproductandservicesalesoverseveralquarters

FeaturedformodelresponsesfromcustomersthroughcompanysNetPromoterScore

CommunityLeadership

PrincipalEuphoniumist,BatonRougeConcertBand(May2012Present)

MindfulnessPractitioner,TamBaoMeditationCenter(December2010Present)
BoardMember,CapitalCityAlliance(June2013January2015)

TechnicalSkills

Hardware
Dell,Compaq,HP,Macintosh,Cisco,Synology,Routers,TCP/IP,Switches/Hubs
Software
MSExcel,MSAccess,MSProject,MSWord,MSVisio,MSPowerpoint,Outlook,VMWare
OperatingSystems
Windows10/8/7/Vista/XP/2000,WindowsServer2012R2/2008R2,MacOS/MacOSX,Linux

Languages
SQL,C#,MSVisualBasic,HTML
Certifications
CompTIAA+,ComputingTechnologyIndustryAssociation(InProgress)
AppleProductProfessional

Education

LouisianaStateUniversity
BachelorofInterdisciplinaryStudiesDecember2014
InformationSystems&DecisionSciences,BusinessAdministration,andPsychology