John Mitchell

Columbus, OH 43204
jmitch48@columbus.rr.com

SUMMARY

Experience in developing systems and processes to facilitate information delivery and increase production performance.

PROFESSIONAL EXPERIENCE

AWS, Columbus, Ohio 43026
ID Deploy Technician 2024-Present

• Conducted data center room builds, ensuring equipment deployment aligns with specifications.
• Installed, configured, and automated Edgecore and Juniper network devices to streamline setup and reduce manual intervention.
• Developed automation scripts to enhance network component deployment efficiency and consistency.
• Collaborated with cross-functional teams and vendors to troubleshoot and resolve issues, ensuring adherence to timelines.
• Tested and diagnosed network servers, switches, and components before handover to operations teams.

AWS, Columbus, Ohio 43026
Data Center Technician 2022-2024

• Performed hardware installations, replacements, and upgrades with a focus on optimizing performance and minimizing downtime.
• Monitored system alerts, diagnosing and addressing issues as part of break/fix support to maintain data center performance.
• Maintained accurate and up-to-date documentation of all activities, configurations, and changes, ensuring compliance with internal policies and industry standards.
• Provided On-Call support for urgent issues via phone, email, and in-person, collaborating with network administrators and system engineers for issue resolution.

Univar Solutions, Columbus, Ohio 43026
Customer Service Representative 2021-2022

• Utilized SAP software to manage customer orders, ensuring accurate processing and timely product delivery.
• Collaborated with cross-functional teams to optimize order fulfillment and resolve system issues within SAP.
• Utilized SAP reporting tools to analyze customer data, driving improvements in service efficiency and decision-making.

Micro Center, Columbus, Ohio 43026
Technical Support Lead 2019-2021

• Monitored team service performance on a real-time and ongoing basis to ensure call center metrics are met.
• Responsible for training, coaching, motivating, and developing representatives while adhering to call center goals.
• Ensured customer satisfaction by monitoring staff compliance with company policies and procedures.
• Handled escalated calls to ensure issue resolution and customer satisfaction.

Micro Center, Columbus, Ohio 43026
Technical Support Representative 2018-2019

• Provided phone support and troubleshooting of issues with Windows, Mac, and Linux operating systems as well as virus removal, downloading, and activating various programs.
• Assisted and educated customers with the use of various programs and hardware on Windows, Mac, and Linux operating systems.
• Advised customers of product information with regards to pricing, availability, requirements, and specifications of hardware and software.
• Researched issues using multiple computer systems and databases to resolve issues accurately and efficiently.
• Maintained patience and professionalism in dealing with difficult customers and situations.

Dancor Solutions, Columbus, Ohio 43228
Print Estimator 2018

• Assessed specifications for printed products and estimated costs required to produce them on Digital presses, Offset presses, and Bindery equipment.
• Coordinated with outside suppliers for costing and planning of production for products that cannot be produced internally.
• Processed quote requests from salespersons, CSRs, and clients using MIS software efficiently and timely.
• Collaborated with salespersons to review and refine the accuracy of initial information.

Quad Graphics (formerly Vertis Inc.), Columbus, Ohio 43204
Senior Account Manager 2007-2017

• Coordinated print projects from receipt of film/files through product delivery between clients and Quad Graphics and between internal plants and divisions.
• Oversaw information transfer for accounts totaling over 53 million copies with minimal turnaround time weekly.
• Scheduled multiple projects across facilities and departments efficiently.
• Formulated processes and controls to ensure on-time production and resource efficiencies.
• Designed and maintained databases and spreadsheets to track account information for the benefit of both the client and Quad Graphics.

Verizon Wireless, Dublin, Ohio 43016
Data Support Coordinator 2005-2007

• Provided support for data products and services, resolving customer issues related to mobile data connectivity, product functionality, and service features.
• Managed customer accounts by efficiently adding, modifying, and removing data-driven services and features, ensuring accurate implementation and customer satisfaction.
• Diagnosed and resolved complex data-related issues, leveraging product knowledge to achieve swift and effective resolutions beneficial to both the customer and the company.
• Consistently exceeded performance metrics, including data service issue resolution rates and customer satisfaction scores, contributing to the call center’s overall success.