Gerald Maxwell is seeking a Tier II help desk, lead, supervisory or management position. He has 19 years of experience in various roles including reporting analyst, TSR technician, systems technician, lead technician, construction superintendent. His skills include attention to detail, SQL, VBA, MS Office, AutoIT, management experience and strong leadership abilities.

1. Gerald Maxwell
Professional Individual with Strong Leadership skills
San Antonio, TX 78245
gerald.maxwelljr@gmail.com - 210 639 7073
Looking for Tier II (help desk), Lead, Supervisory, Management type of work, willing to work to the latter
positions
WORK EXPERIENCE
Reporting Analyst
kgb_ / Conduit Global - San Antonio, TX - December 2014 to Present
Responsibilities
My current responsibilities at Conduit Global are to help maintain profitability by ensuring accuracy for both
online and offline reporting, as well as ad hoc requests. This is done using all tools available from MS Excel and
Office to VBA and SQL. The impact of my reporting is to enable higher level management to make educated
decisions on how best to direct our efforts. My attention to detail has pointed out several issues and allowed
us to correct and reclaim capitol lost.
• Maintenance of online and offline reporting
• Addressing ad hoc reporting in a timely and efficient manor
• Analyzing trending behavior and patterns in current reporting
• Creating new highlighting reports that show issues from new perspectives
• Analyzing how each KPI affects the other
• Creation of New Reports (online, offline, ad hoc)
• Automating reporting using VBA and SQL
Accomplishments
I have helped to increase profitability and reclaim lost revenue by analyzing existing reports and showing how
to correct the issue. Such as:
* Agent Outliers
* Agent Behavior trending over time
* Agent time clock abuse
* Agent job avoidance
Skills Used
These accomplishments have been made possible by my:
* Attention to detail
* Thoroughness
* SQL Coding
* VBA Coding
* MS OFFICE Skills
* AutoIT Programming knowledge
* Management experience
TSR Technician III
kgb_ / Conduit Global - November 2011 to Present

2. My responsibilities at kgb_ IHD have been to resolve customer issues while maintaining profitability for our
company. This has been done by assessing accountability, writing policy to address accountability issues. I
have created a special project for IHD Handoff concerns and ensuring these tickets have been worked in real
time or within the 48 hour commitment. This has had a positive impact on our NPS and ACS scores.
* Ensuring Accountability for all IHD Team members
* Positively impacting NPS/ACS by writing policy for handling handoff concerns
* Training Academy Bay, ensuring successful transitions for agents in my class
* Leading change and Teamwork
* Ensuring Quality first
* Promoting First Call Resolution and Customer Education
* Ensuring low CAHT times and promoting NPS/ACS
* Assisting with new employees, educating on procedures and assisting with their call resolution
* Promoting and Writing company policies and procedures
* Promoting excellent work ethics
* Dedicating professionalism to all of my interactions between team members and customers
TSR Technician II:
My responsibilities at kgb_ had been to resolve customer issues while maintaining profitability for our company.
In the short amount of time that I had been on the production floor, I had received two Excellence reports and
twenty customer compliments (kudos calls).
* Leading change and Teamwork
* Ensuring Quality first
* Promoting First Call Resolution
* Promoting Customer Education
* Troubleshooting
* Assisting with new employees, educating on procedures and assisting with their call resolution
* Promoting company policies and procedures
* Promoting good work ethics
* Dedicating professionalism to all of my interactions between team members and customers
Systems Technician I, II, III
Time Warner Cable - December 2007 to November 2011
My duties were the completion of trouble based work orders; prevent repetitive future problems as I see them.
I have held this position for two and a half years, and closely with several System Technicians III and IV. My
responsibilities for this position allowed me to wear several hats, I had been the frontline for the company,
representing to our subscribers. I assessed and repaired problems that could lead to future issues at and near
the area of my work.
* Leading change and Teamwork
* Ensuring Quality first
* Promoting Last Man Out
* Promoting Sales when there is opportunity
* Troubleshooting
* Repair and Replacement of plant related issues
* Managing one or more trainees in the field
* Ensuring both understanding and comprehension
* Promoting good work ethics
* Promoting company policies and procedures.
* Promoting Safety First
Lead Technician

3. Acoustic Designs - January 2000 to December 2007
Acoustic Designs taught me the value of quality in ones work. We often performed custom home theatre
installations in homes such as David Robinson, Orey Johnson, and David Mann of Mann Custom Homes to
name a few. My primary duties included the prewire of phone, cable, networking and whole house audio, as
well as home theatre systems. Many of my current conceptions of how work should be done stems from what
I learned with this company, Quality through Craftsmanship, Craftsmanship through Pride.
* Centralized Video Distribution (RF and Closed Circuit)
* Centralized Phone Systems, 66 Punch downs and 110
* Home Theatre and Whole House Audio Integration
* Networking Category 5 and 6, with ANSI Standards A and B
* On-Q Style Distribution Points
* Custom Remote Controls and Programming
* Environment and Appliance Integration via Networking
* Management of two or more people in field
* Customer relations and concerns
* Troubleshooting
* Prewire of new home construction
* Retro fitting wiring in existing homes, often with no damage (wall drops, speakers)
Installation Technician
Ranger America - January 1999 to January 2000
One of my least favorite positions, but this is where I was introduced to low voltage applications. Prewiring
new homes for phone and cable, and sometimes audio and networking.
* On-Q Style Distribution Points
* Centralized Video Distribution (RF)
* Centralized Phone Systems, 110 Punch down * Troubleshooting
* Prewiring of new home construction
Construction Superintendant
Mann Custom Homes - August 1996 to January 1999
My duties included material management, employee management, maintenance of time tables and constraints.
I was responsible for the construction of new home projects for revenue sale, managing five employees at any
given time, along with eight or more sub-contractors for various stages of development. This is the job that
taught me how to get organized and stay that way.
* Completion of New Home Projects with deadlines and time tables
* Management of multiple persons both contracted and in-house to ensure completion of projects
* Customer Relations, frontlining for my company to handle complaints, compliments, soothing fears and fixing
construction related quality issues.
* Hands-on Quality approach to ensure nothing slipped through if possible, generating more revenue and less
expenditures on repairs and quality related issues
* Managing by time table and often with time constraints on project completions
Closing
This completes a nineteen year history of employment and experience. It is my hope that you find this
information both persuading and informative in your decision making process.
Thank you very much for this opportunity, and thank you very much for your consideration.

4. SKILLS
Graphic Design, Photoshop, Illustrator, Excel, VBA, Word, Outlook, Powerpoint, Web based applications,
strong writing skills (technical and training based), strong leadership skills and abilities to work under
pressure with a deadline