Facilitating Demo calls. Assisting prospects during the Trial process. Post Sale Onboarding/Support. Support Ticketing and Knowledge base management. QA/Testing of new products and features.

An Internal SME builds relationships with staff by offering advanced education, training, andsupport through numerous avenues, including e-mail, phone, chat, webinar, and virtualmeeting. They address and train on staff requests and ascertain staff needs. This may involvesubjects like New Hire training, continuing education, product usage and function, productupdates, process updates, industry knowledge, soft skills, troubleshooting, and other topics asneeded.

• Train new Customer Experience Specialists (CES) after their first initial week of onboarding with an Internal Trainer; including but not limited to: • Working with Internal Trainer to collaborate timing and training material• Initial setup and organization of their daily tools/programs• Allow new CES to shadow Internal Support Specialist taking inbound calls• Shadow new CES to ensure call quality• Practice realistic troubleshooting scenarios• Complete support tickets and cover related macros• Perform product specify training for Support team as requested by Director or Leads• Follow up with the new CES for any additional training• Monitor Slack channels and conversations to quickly answer product and service related questions.• Assist CES while they are on live calls to help with one-call resolution.• Continuously train the CES on topics as needed

• Worked daily with users to train in and troubleshoot Redtail Technology products• Became an internal trainer for new technicians in a three-week training course • Created over 15 helpdesk articles for both Redtail’s users and internal technicians• Have joined Innovation and Retriever Specialists teams since being hired• Produced seven short movies for Redtail’s marketing and media platforms• Became a permanent training team member for their nationwide Redtail Universities

Assisted in emergency care for small animals.Was responsible for overnight watch and care of injured animals.

Was enrolled at MTI College for their two year Network Administration course.Recived my Technical Speacialist Diploma with completion of first year.

Took part in companies migration of users from Windows XP to Windows 7.Built and imaged over 200 new computers for the users.Assisted in wiring of the buildings new server room, user placement, and building audio.