Carmine Miraglio

V

Customer Support Engineer

VLocker North America

Nov 2023 - Jun 2025 (1 year 8 months)

• Provided technical support via phone, resolving client issues related to locker system functionality and software. • Developed and maintained comprehensive training guides to streamline onboarding for new hires. • Trained new team members, enhancing tram performance and ensuring adherence to technical protocols. • Created and deployed software images for locker systems, ensuring compatibility and performance. • Verified hardware components in locker systems for full functionality, through quality checks. • Installed and validated new locker systems, collaborating with on-site technical teams to ensure seamless operation. • Documented all support cases in ticketing systems, maintaining accurate records for process improvement.

A

Tech Team Lead

Advanced Claim Technologies

Sep 2022 - Jun 2023 (10 months)

• Led an overseas technical team, prioritizing and managing technical projects to meet deadlines. • Tested software releases for errors, ensuring high-quality deliverables. • Scheduled and facilitated weekly technical and project meetings to align team objectives. • Oversaw tech release cycles and coordinate with development teams for seamless deployment. • Managed customer support inbox and communicated with clients to resolve order issues. • Assigned client orders to the sketch team, optimizing workflow efficiency.

F

Customer Service Generalist

FIRST COMMAND FINANCIAL SERVICES

Sep 2018 - Jun 2022 (3 years 10 months)

• Assisted clients and advisors with insurance product inquiries, forms, and account updates. • Researched and resolved complex client and advisor issues, navigating multiple systems simultaneously. • Achieved a 98% issue resolution rate within 24 hours by leveraging ticket systems and CRM tools. • Coordinated with business partners to address pending and in-force business, ensuring client satisfaction. • Provided remote support by handling helpdesk responsibilities, including password resets, system navigation, and software installation assistance, which further enhanced the overall client experience and operational efficiency.

B

Client Services Team Lead

Breakaway Restaurant Solutions

Nov 2017 - Aug 2018 (10 months)

• Trained new hires and clients on software systems, improving adoption and usability. • Managed a team of four, overseeing task assignments and tracking ticket resolution metrics. • Prioritized software updates for the development team, enhancing system performance. • Addressed customer complaints, implementing feedback-driven solutions to boost satisfaction. • Assisted with Point of Sale software and operating system installations, ensuring seamless integration for clients. • Provided remote support to customers across the country using tools like LogMeIn and TeamViewer, facilitating effective troubleshooting and assistance. • Set up Point of Sale systems at various locations, ensuring correct networking configurations

B

Client Service Technician

Breakaway Restaurant Solutions

Aug 2015 - Oct 2017 (2 years 3 months)

• Diagnosed and resolved software and hardware issues, surpassing 6-year ticket goal by 110% in two years. • Created and deployed hardware images for customer sites, ensuring operational reliability. • Documented software errors and implemented solutions to enhance system stability.

Division Leader

Primerica Financial Services

May 2015 - Aug 2019 (4 years 4 months)

• Recruited and coached team members, supporting their licensing and professional development. • Consulted clients on term life insurance, achieving a 90% client retention rate. • Generated sales quotas and completed transactions, consistently meeting or exceeding monthly quotas.

Appliance/Wireless Sales Associate

Fry's Electronics

Jan 2015 - Jul 2015 (7 months)

• Advised customers on product selections, preparing sales quotes and managing inventory checks. • Maintained accurate customer profiles, enhancing sales tracking and client engagement.

S

AT&T Customer Service Representative

Skyes Home

Jun 2013 - Dec 2013 (7 months)

M

Assistant Manager

Magnificent Cleaning Services

Apr 2010 - Jan 2011 (10 months)

A

Dock Worker

Allweld Products

Jan 2006 - Jan 2011 (5 years 1 month)

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