1. 1213 Falcon St. Caldwell, ID 83607 925-364-0078 cthawley@yahoo.com
Charles Thawley
Objective
Skilled Manager with solid experience in networking, and managingmultiplelevels of the
wireless support/customer servicebusiness. I look to providemy experience and knowledge in
supportof a technical supportrole
Technical Skills/Proficiencies
ManagementSupport
 Ensuredsmoothoperationsbysupportingexecutiveteam.
ProcessImprovement
 Oversawimplementationof executiveescalationprocessinsupportforclient
requirements.
 Monthlyand quarterlyoperationalreportingprovidingbothexecutive
summaryand statistics.
 Built,documented,andtestedproceduresforconfiguringweatherstation
Team Management
 Recordedandfiledemployee benefit,salaryandannual evaluation
information.
Operations
 Collaboratedwithleadership,client,andsupportingdepartmentstoensure
smoothworkflow andefficientorganizationoperations.
 Accountable foroperational performanceandmanagementof technical
supportcontract for VerizonWireless,includingsupervisorandagent
scheduling,payroll,performanceforecasting,teamreporting,andemployee
shrinkthroughthe use of analysisreporting.
Administration
 Performedadministrationtaskssuchasqualityaudits,developing light
spreadsheetreports,clientspecifictasksrelatedtoqualityandperformance,
supervisorannual reviews,monthlyperformance reviews,anddaily
coaching/development meetings.
 Managed supportticketingsystemforthe USmarket
Employee Management
 LiaisedwithHRdepartmenttoestablishemployee benefits,training,payroll
and terminationprocedures.
 Employee scheduling
 Executive presentationdevelopment

2.  Employee traininganddevelopment
 Conflictresolution
 Strongorganizational skills
 Strongclientrelations
 Energeticworkattitude
 Telecommunicationskills
Experience
November 2012 - Current meteocontrol, N.A. Concord, CA.
Technical SupportEngineer
 Commercial solar monitoringand troubleshooting
 Installation and configuration of cellularrouters,sensors,and meters
 Management of the support rolefor the US market
 Developed quotes based on customer needs and requirements
 Inventory control and forecastordering
 On sitecommissioningof monitoringfor solar plants
August 2010 – July 2012 WDS Global Boise, ID.
Call Center Manager
 Worked directly with scheduling,real time analysis,reporting,and HR to ensure day
to day operational needs were met.
 Facilitated and provided support and trainingfor new and existingemployees in the
rolloutof new sitefor Technical contractsupport.
 Strengthened company's business by leadingimplementation of an additional
Technical contractin Wichita Falls,Texas.
 Managed team of 11 supervisors,alongwith 134 technical supportrepresentatives.
January 2008 – August 2010 WDS Global Boise, ID.
Call Center Supervisor
 Properly document customer issues and solutions usingcall management system.
 Insurecustomer issues areaddressed in timely,efficient manner, utilizingproper tools
and resources provided.
 Verify proper troubleshootingprocedures areobserved by tech support agents during
customer calls.
 Assistteam members with any technical or coachingneeds in relation to job
performance.
 Assistwith special projects as needed.
 Provideescalation supportfor customer issues.
 Manage metrics, quality,and administrativeaspects of day to day operations on call
center floor.
 Properly document customer issues and solutions usingcall management system.
 Insurecustomer issues areaddressed in timely,efficient manner, utilizingproper tools
and resources provided.
 Verify proper troubleshootingprocedures areobserved by tech support agents during
customer calls.
 Assistteam members with any technical or coachingneeds in relation to job
performance.
 Assistwith special projects as needed.

3.  Provideescalation supportfor customer issues.
 Manage metrics, quality,and administrativeaspects of day to day operations on call
center floor.
October 2008 – February2009 WDS Global Boise, ID.
Call Center Technical SupportRepresentative
 Provideinbound/outbound call supportfor 3rd level data issues.
 Properly document customer issues and solutions usingcall management system.
 Insurecustomer issues areaddressed in timely, efficient manner, utilizingproper tools
and resources provided.
 Assistteam members with any technical or coachingneeds in relation to job
performance.
 Use proper troubleshootingprocedures to ensure that issues areresolved on firstcall.
 Report to supervisor any issues thatimpactdata services when encountered
throughout the day.
Education
DeVry – 1993 - 1997 Pomona, Ca. Computer Information
Systems
 Honor Society