Calvin Alexander

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Team Leader, Physical Security Operations

Data Center Solutions, Inc. (Meta – Facebook Data Center)

Mar 2024 - Jan 2025 (11 months)

• Supervised access control operations utilizing biometric and badge-based systems to safeguard a Tier III data center environment. • Conducted audits and reviews to ensure adherence to corporate security standards and enforce restricted area access. • Led a team of 7 security personnel, providing training on incident escalation, visitor management, and system monitoring protocols. • Documented and escalated security incidents, coordinating with operations teams to support investigations and maintain compliance. • Maintained readiness of critical infrastructure systems, including monitoring fire suppression alarms and leak detection panels. • Participated in supervisor-level briefings to enforce physical security policies, including b

Technical Support Specialist

Included Health

Sep 2023 - Feb 2024 (6 months)

• Assisted members with technical inquiries and support via calls, emails, and live chats, ensuring effective communication and problem-solving. • Escalated urgent issues promptly using established workflows to facilitate immediate attention and resolution. • Delivered technical support to expert users on proprietary software, managing a ticket queue to guarantee timely issue resolution.

Product Support Representative

Thomson Reuters

Aug 2021 - Aug 2023 (2 years 1 month)

• Addressed customer inquiries regarding product installation, functionality, and performance through multiple communication channels, including phone, email, and written correspondence. • Enhanced the knowledge base by contributing insights and information derived from support query resolutions to aid in organizational learning and customer support improvement. • Conducted preliminary testing of new and updated product releases, identifying and reporting defects to inform the design and development process for quality assurance.

Computer Operator

NTT DATA Services

Jun 2020 - Jul 2021 (1 year 2 months)

• Monitored data center activities, ensuring operational efficiency and adherence to safety protocols. • Managed Service-Now requests, keeping accurate records for IT support and maintenance tasks. • Coordinated with IT teams to facilitate effective communication and handled updates for Change Control and daily operations documentation.

Customer Technical Support Representative

Allstate Insurance

Nov 2018 - Aug 2019 (10 months)

• Provided exceptional customer support by efficiently addressing and resolving technical issues, ensuring a seamless experience for clients. • Analyzed customer incidents and trends to identify and remedy problems within the area of expertise, enhancing overall service quality.

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Member Support Specialist

Vizient, Inc.

Jun 2018 - Oct 2018 (5 months)

• Maintained comprehensive records and monitored progress for member support initiatives, ensuring effective communication of status and results to relevant stakeholders. • Resolved member issues and managed help desk inquiries using the ICE ticketing system, while fostering robust relationships with members, vendors, and internal teams.

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Commercial Tech Support Rep.

Protection One, Inc.

Dec 2016 - Jan 2018 (1 year 2 months)

• Addressed customer inquiries by diagnosing issues, conducting research, and directing clients through resolution procedures. • Enhanced system functionality by pinpointing defects and suggesting necessary amendments to resolve client issues.

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Technical Support for Verizon Fios

Telvista Call Center

May 2016 - Sep 2016 (5 months)

• Responded to customer inquiries, providing solutions to software, hardware, and network issues by following standardized procedures to ensure a consistent and courteous customer service experience. • Utilized advanced technical knowledge and problem-solving skills to diagnose customer issues, employing a variety of client tools and reference materials to guide users through resolution steps effectively. • Maintained accurate records of customer interactions and technical support activities by logging information within the customer care system, enhancing the quality and traceability of service provided.

Manager

Whataburger

Jul 2010 - Jan 2016 (5 years 7 months)

• Managed daily operations to uphold quality standards and ensure compliance with certification requirements. • Conducted comprehensive staff training, hiring, and scheduling to optimize restaurant efficiency and service excellence. • Communicated effectively with senior management regarding operational challenges and implemented appropriate solutions.

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Support Analyst I

STUDIO ENTERPRISE

• Utilized Support Center equipment, including laptops, telephony equipment, and printers, to efficiently address and resolve technical issues. • Applied specialized knowledge in various functional areas, encompassing classroom technology, CRM systems, operating systems, internet browsers, and productivity software, to support user needs and troubleshoot hardware. • Developed and implemented ITIL Foundations and customer service concepts to enhance documentation, communication, and overall support processes. • Provided technical support using Zendesk ticketing system, Duo MFA, and Datto remote access tools to efficiently resolve user issues across diverse software platforms.

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