● Manages the daily functions of Tier 1 support, including the distribution of resources.● Implements continuous enhancements in workflow processes.● Provides decision support and real-time assistance to the Tier 1 team serving Aurora Solar's clients using a multi-faceted approach via Zendesk Chat, Phone, and Ticketing.● Actively oversees team attendance, adherence to SLA, and the deliverables of the PH team.● Leads team gatherings and coaching sessions focused on establishing action plans, fostering best practices, and understanding internal processes.● Mentors and inspires teams to achieve behavior and performance-based goals aligned with internal standards.● Regularly contributes to the team's knowledge base, updates internal process workflows, and communicates product changes.● Directs the design and execution of standards and processes to ensure high quality and consistent support.● Undertakes proactive initiatives to address and alleviate potential issues within the team.● Develops and revises the team’s internal guidelines and procedures.● Liaises with senior management to discuss and strategize on the challenges encountered by the team.● Facilitates the training of new team members to ensure their readiness for the support role.● Recognizes challenges and presents them to the leadership team along with proposed solutions.

● Delivers superior customer support experiences across multiple channels - Call, Chat, Email, and Zoom sessions.● Aids in the revision of CAD designs to expedite user turn-around time.● Upholds company protocols, benchmarks, and client-specific procedures.● Ensures adherence to Service Level Agreements (SLAs).● Collaborates with other teams for appropriate escalation and documentation of processes.

● Provide internal / external users of Ocwen with a first contact resolution where possible, or carry out appropriate procedures for escalation and communications, when incidents and service requests need to be passed to other groups for resolution● Coordinates as one of the point-of-contact for external users providing appropriate incident handling, monitoring for streamlined process and efficiency● Assists users with accounts activation via Active Directory and other technical resources for applications used within organization● Administers cloud access for users● Provisions/Troubleshoots RSA token to users● Provides remote assistance to when necessary● Addresses and resolves basic incidents and requests; logs all incidents and requests; engages other service desk resources to resolve incidents and documents escalation to other support groups whenever necessary● Uses the appropriate categories for logging incidents and requests via Service Now● Creates a positive customer support experience and builds strong relationships through deep problem understanding, ensuring timely resolution or escalation, communicate follows up on progress, and handles users with a professional attitude

● Provides Excellent Technical support for Google's Cloud Computing Environment (Gsuite) clients● Demonstrates Excellent Client Interaction by being one of the Top Contributor for most customer satisfaction to team metrics● Resolves user email delivery issues by configuring DNS records and or routing configuration● Assists users in migrating from other services to Gsuite● Assists and coordinates with external parties whenever necessary to activate Gsuite services/subscription● Receives and prioritizes issues and forwards using appropriate escalation procedures Provides functional or task leadership● Provides professional global support via Call, Chat, Email and Remote session

As lead technical consultant that handles M-Files, an Enterprise Information Management, my responsibilities include:● Pre-Sales Discussion - Assess client environment, suggest solutions how client can best utilize M-files in their organization● Project Study, Implementation and Roll Out - Project Timeline, Client Interaction, Implementation/roll out● Facilitate Training for End Users - Conducts customized training and hands-on facilitation for clients and the end-users to the functionalities of the software implemented● Supervised a team of 5 programmer / developer for system integration and to enhance system marketability● Continuous Research and Study - Continuously adapt, research and study our solution to better present to clients● Acts as technical point of contact for international and local third party integrators● After Sales - Address and provide after sales support and concerns raised by clients

● Product Demo - Assists sales team during demo and client presentation)● After Sales Support - Includes technical, mechanical, electrical and computer/network troubleshooting, connectivity issues for Oce' Machines● Addressing client concerns regarding the solutions provided