• Quickly acquired expert knowledge of relevant software to ensure customer satisfaction and to optimize profits.• Work with Dell, HP, and other vendors for most cost effective ways to support customers.• Constantly conduct my own research in order to keep up-to-date with all of the technology from software to hardware and to identify potential profit makers.• Develop and sustain relationships with potential and existing clients by coordinating professional meetings, attending promotional events and providing effective administrative support.• Complete troubleshooting for diverse technology based systems, software, and hardware, including Windows, MacOS and Linux-based desktops and laptops.

• Perform installation and configuration of computers, peripherals, and software for users• Troubleshoot and repair hardware and software issues on user devices• Decommission user devices and ensure company data is properly backed up and devices are wiped clean• Use Beyond Trust remote software for remote support and troubleshooting• Provide onsite telecommunications support to resolve connectivity issues• Investigate and resolve computer software and hardware problems for end users• Debug and configure remote connectivity problems between ACCO and outside vendorsInstall, move, or remove computer equipment as needed for end-user physical moves.

• Install and configure various operating systems across a wide range of hardware.• Create and configure RAID arrays.• Flash custom BIOS and firmware into hardware.• Install software images through internal PXE environment.• Troubleshoot computer hardware issues.• Communicate production problems with Production, Engineering and Salesdepartments.• Assemble computer hardware from build documentation.• Identify and quarantine defective hardware.• Perform visual inspection on systems and accessory boxes.• Perform diagnostic testing using 3rd party software such as PCDr or MemTest as well as manufacturer software such as Seatools.• Identify and log discrepancies that vary between the build and the work instruction.• May be required to work extended hours as needed during peak times.• Work as an assembly technician or fulfill other roles as needed.

• Assisted in all departmental activities and helped carry out supervisory responsibilities in accordance with company policies and procedures and applicable laws.• Assisted with employee issues, helped to ensure positive employee relations and promotes and enforces all company policies fairly and consistently.• Assist with daily planning/scheduling and coordinate the day-to-day operations for the configuration department.• Informs assigned employees of production and material problems, and coordinates with support groups to resolve problems affecting production flow.• Analyze current systems/ processes and recommend ways to increase configuration efficiency and quality.• Coordinates the training process for new technicians and cross-training opportunities in Configuration.• Assist Manufacturing Supervisors in maintenance and updates of all training methods utilized in production.• Communicate all technical issues with engineering, sales, support, documentation and production.• Assumes role of Manufacturing Supervisor when Supervisor is absent or not available.• Work as a configuration technician or fulfill other roles as needed.• Troubleshoots computer hardware issues.• Performing diagnostic testing using 3 rd party software such as PCDr, MemTest and SeaTools.• Installing and configuring various operating systems across a wide range of hardware.• Creating and configuring RAID arrays.• Flashing custom BIOS and firmware into hardware.• Installing software images through an internal PXE environment.

• Managed technical support for a client base of 50,000+ throughout the USA and Canada, serving as a direct contact for VIP clients with 500+ sites.• Provided technical support through phone, email, and remote software for a variety of software systems, including Accent, Athena, Spectrum, and Destiny.• Specialized in Tier 2 support for Athena, Destiny, and Spectrum software and Tier 3 support for Accent.• Maintained thorough documentation of all incoming calls and emails using Oracle CRM.• Developed a technical support knowledgebase using Madcap Software, combining and converting all relevant documents for all software.• Demonstrated expertise in AIX, Sun Solaris, and Red Hat Linux while self-training in the full API system for Follet Software's Accent software, used for K-12 library cataloging.

• Provided technical support for 30,000+ Touch Tunes jukeboxes to a customer base of 2200+ across the USA, Canada, and Puerto Rico• Maintained a close relationship with the sales and programming teams, communicating all product and software issues of concern• Assisted with the creation, maintenance, and management of client process documentation, including providing complete and thorough documentation for all support calls• Participated in regular staff meetings and communicated relevant information, as well as being an active participant in the escalation management process• Assisted with quality control and distribution of client databases or software, as needed• Responded to ad-hoc requests and followed through with operators whose issues were not closed on initial contact• Provided client support and technical issue resolution via email, phone, and other electronic media, including documenting all incoming calls in Oracle CRM and running relevant reports on a daily basis• Assisted with the creation of sales orders (SO) and warranty returns (WR) and followed up on return authorization on partsRegenerate response

• Designing and implementing effective policies, procedures, tools, techniques, and plans related to internet service level management• Providing leadership, coaching, and guidance to team members, and setting individual goals and measurement criteria• Skilled in monitoring and maintaining 3com 56k Total Control chassis remotely and onsite, as well as T1 resales for large companies• Self-taught and proficient in managing NT and Unix servers for domain hosting and setting up Linux Apache servers for email• Preparing regular reports on data equipment performance, including availability and IP traffic statistics• Selling and setting up domain registration and hosting procedures, including transferring of domains

• Assisted in upgrading Internet Service Provider from 1 local pop site to Focal Communications with new 3com 56k Total Control chassis for over 50 pop sites covering the Chicago land area. • Provided technical support for dialup and email for various operating systems including Windows 3.1, 95, ME, and NT. • Supported internet browsers including Internet Explorer, Mozilla, and AOL. • Sold and Setup Domain registration and Hosting procedures, including transferring of domains.• Trained new technical support representatives on company policies, procedures, and technical skills. • Collaborated with team members to resolve complex technical issues and improve overall customer satisfaction.