Alan H. has spent the over 10 years working in the information technology and customer service fields.
His work as an information technology professional included working on multiple IT deployment projects. These projects included the installation of servers, workstations, and software upgrade. In addition, he also performed hardware and software support over the phone for end users. To further his advancement in the IT profession, Alan also earned his earned his undergraduate and graduate degrees.
In regard to his work as a customer service specialist, Alan provided support to the customers of one of the largest wireless provider in the United States. His support included the areas of explaining and resolving billing issues and service plans, and technical support for mobile internet access and text messaging.
His specialties in information security cover the areas of research, policies and procedures, disaster recovery and business continuity, risk management and IT security governance. These specialties were required for him to earn a master of science degree in information security and assurance.
Also, based upon his experience in the customer service field, Alan know the steps to take to ensure customer satisfaction, retaining customers, and gaining customers. In addition, Alan is knowledgeable in improving the performance of customer service representatives that results in decreased hiring costs and less turnover of employees.
Then, too, Alan H. has taught a weekly class for over 10 years. Based upon his experience, he knows how to engage students and help them learn new concepts. In addition, he knows the methods to reinforce previously learned concepts.
Developing policies and procedures, disaster recovery and business continuity plans, risk management, service level agreements, and IT security governance.
Writing customer service manuals, policies, and procedures.
Creating training guides, policies, procedures, and manuals
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