• Oversee implementation of VoIP phone systems for 90+ locations weekly• Provide comprehensive phone support for installers onsite• Perform Quality Audit surveys with Technicians to validate implementation procedures• Provide weekly reports on Quality Audits performed• Collaborating with internal teams and outside vendors to ensure project readiness tasks are completed properly and according to schedule

• Oversee new technology implementation, up to ten new clients weekly for proprietary client/server POS point-of-sale computer system installations • Communicate project objectives and outline implementation plans to the clients and implementation team• Coordinate with Sales Representatives, clients and support staff to determine how to meet client needs and improve efficiency for the client• Utilize internet based workflow software to manage contract lifecycle for as many as 30 open projects • Manage $50K contracts – including 20+ successful implementations of computer systems for FTD “Top Members”

• Provided comprehensive phone support to 15,000+ users nationwide• Performed full resolution troubleshooting for connectivity and all proprietary software• Assisted with customer service and consistent follow-up to assure client satisfaction• Entered all trouble tickets into a proprietary tracking system in the accurate, detailed manner, to insure the ticket was handled appropriately by the next technician or level of support when necessary• Handled all calls in a timely fashion to minimize “hold time” and to meet the agreed upon SLA that FTD had in place for its clients