First contact point for Team questions, assisting other agents with issues. Creating documentation and knowledge base management. Tracking team statistics, and goals. Monitoring Team status and quality checking calls and tickets as needed. Maintaining open communication with client management and coordinators. Building reports to track statistics for meetings. Other jobs as requested by management.

First contact point with clients, providing information on services, checking in technology for services, and returning client products to them with demonstrations of what services have been provided. Also assisting with setting up computers, installing software, and answering technical questions as needed.

Computer and Home Theater Sales, (2009-2012) Contacted clients and assisted them in finding solutions to technological needs. Assisted with setting up technology displays, and occasionally working at events to help expose potential clients to technology. Customer Service and Admin/Front End Leadership, (2009-2012) Contact point for client issues, working with clients to solve issues, and satisfy needs. Assisting in keeping store systems functional and training new and existing employees on how to use systems correctly.

Contacted clients and assisted them in finding solutions to technological needs, or parts for repairs. Provided some technical assistance with store systems and customer needs.

Provided inbound phone support for customers regarding varied technical issues pertaining to hardware and software on Apple’s computer equipment, specifically laptop computers.

Updated and installed security patches for computers on Aberdeen Proving Grounds that were not networked so that they met the current security compliance standards. Assisted in creating and providing an inventory of the computers worked on, their level of readiness, and their locations for the team to turn in with our reports.

Provided phone based technical support for customers experiencing connectivity and email issues. Assisted with troubleshooting issues, and providing solutions quickly and efficiently.