Mark Miller
1114 E Redondo Cir
Tempe, AZ
85282
Work History
Endurance International Group, Phoenix, AZ -- December 2005 to Present
- Manage two or more teams of representatives in the technical, billing, and sales areas.
- Set team and individual goals to meet and exceed those set by upper management.
- Create training material for new and existing employees on new products, tools, duties, and policies.
- Ensure that representatives have the tools and training to meet and exceed their goals and make suggestions to management when such tools do not exist or could be refined to perform faster or more accurately.
- Train new and existing employees on SEO, PPC and other online marketing tools, options, and offers.
- Google certified in AdWords Sales.
- Operations Marketing Liaison
- Contact Web Design and Marketing clients to explain options and costs for Web Design, SEO, PPC and other Marketing Product options
- Create contracts for fulfillment of Web Design and Marketing services
- Follow up on Web Design and Marketing product purchases to ensure proper fulfillment of customer's requests and expectations
- Train employees on creating design processes and fulfillment timelines
- Create weekly reports on Operations floor's weekly statistics and send to management
- Track Social Media sites for mentions of Company and respond to customer inquiries
- Google certified in AdWords Sales.
- Senior Technical Support Lead
- Guide technical support and sales calls for a team of up to twelve representatives
- Increased sales from $1,000/month to $10,000/month for my team
- Administrate processes on over 5,000 servers running on UNIX and Windows operating systems
- Conduct interviews for potential employees
- Review team and individual service levels to ensure quality of service
- Sales/Quality Assurance Support Specialist
- Process technical issues presented by Sales and Quality Assurance Departments
- Access customer's accounts via SUDO, SSH, FTP, and multiple email clients
- Assist Sales and Quality Assurance representatives with technical support issues
- Process free Professional Service requests upon a Manager's approval
- Technical Support Representative
- Receive customer calls regarding their websites, Virtual Private and Dedicated servers
- Assist customers with the setup of their purchases
- Advise customers with purchasing the correct products for their needs
- Inform clients of browser, FTP and email client settings
- Train new employees on iPowerWeb's policies, procedures, and programs
Arizona State University, Tempe, AZ -- January 2006 to December 2006
- Teaching Assistant, CIS 300: Web Design and Development
- Assist students in learning the basics of HTML, CSS, and Photoshop
- Direct classes according to professor's lesson plans
- Attend Lab Hours in order to assist students on projects
- Grade assignments for accuracy and completeness
Compass Bank, Tempe, AZ -- July 2004 to December 2005
- Online Banking Specialist
- Receive incoming calls on the Compass Bank Website, its functionality and use
- Advise customers on website navigation, browser settings, and account settings
- Inform customers on settings for Quicken, Quickbooks, and Microsoft Money
- Process new on line banking accounts and profiles
- Customer Service Representative/Certified Mentor
- Receive incoming calls on Compass Bank customers
- Access customer's checking, savings, CD, and money market accounts
- Train new employees on all aspects of the bank, its policies, procedures, internal programs, and their use
- Assist current employees with accounts, follow up training, and tips for success
Internships
National Association of Asian American Professionals, Scottsdale, AZ -- August 2008 to January 2009
- Web Development and Marketing Intern
- Complete redesign of NAAAP website
- Weekly updates of website
- Incorporation and implementation of Content Management System
Education
Arizona State University, School of Letters and Sciences
- Bachelor of Arts, December 2008
- Major in Interdisciplinary Studies
- Awarded Asian and Pacific American Studies Certificate for completion of required courses
Knowledge and Skills
Programs
- SSH
- Remote Desktop
- Adobe Dreamweaver
- Adobe Photoshop
- WordPress
- Joomla
- Firefox, Safari, Internet Explorer