• Analyzed issues to identify troubleshooting methods needed for quick remediation.• Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.• Documented support interactions for future reference.• Installed, modified, and repaired software and hardware to resolve technical issues.• Configured hardware, devices, and software to set up work stations for employees.• Configured hardware and granted system permissions to new employees.• Researched product and issue resolution tactics to address customer concerns.• Recorded and edited videos to facilitate remote learning.• Contributed to development of comprehensive employee training material.• Trained new hires in technology required to access company systems and complete job tasks.• Performed software installations and upgrades to Windows operating systems.• Orchestrated integration and communication of software upgrades.• Created and administered profiles and accounts.• Prepared documents for projects and tasks.• Created and maintained PowerAutomate workflows.

• Coordinated appointments to show marketed properties. • Communicated with clients to understand property needs and preferences. • Liaised between buyers and sellers to provide positive experiences for both parties. • Advised clients on mortgage and housing conditions to identify successful properties and promote customer satisfaction. • Compared properties possessing similar features to determine competitive market prices. • Monitored social media and online sources for industry trends.

• Assist clients in troubleshooting general website and email issues.• Interact with supervisor and clients demonstrating excellent verbal and written communication and customer service skills.• Track software and plugin licensing as well as specific configuration settings.• Troubleshoot and repair workstations, peripheral devices, printers, and mobile devices locally and remotely.• Install and configure system devices including scanners, hard drives, motherboards, video cards, sound cards, USB connected peripherals, printers, and all appropriate drivers.• Install, update, and troubleshoot Microsoft Windows and Microsoft Office suite.• Collaborate with business development personnel to verify compliance with customer requirements.• Collect and respond to user feedback through iterative improvements to site structure and content.• Prepared technical documentation for communication to clients.• Researched and implemented site management platforms such as Microsoft 365 and Google Workspace, choosing solutions best suited to unique client needs.• Trained support staff and clients in site implementation, updating, and maintenance procedures.• Produced websites with Joomla, WordPress, and ModX content management systems.• Strategized content based on Google Analytics data, geographical targeting and keyword planning.• Strategized with executive and marketing teams to create industry specific content.• Developed copy while maintaining brand voice and adhering to legal requirements.• Formatted articles, blogs and webpages with HTML, photos and infographics.• Cultivated social media following across 3 platforms with more than 5,200 total followers.• Integrated SEO and PPC considerations into analytics management and planning to maximize ROI metrics.• Collected and analyzed Web metrics such as visits, time on site and page views per visit for optimization.• Integrated user experience and content optimization principles across channels and devices.

• Reported the average speed of answer, average session time, cost per minute, and total number of chats offered and handled each day. • Created schedules for customer service online chat agents. • Managed surveys submitted by customers regarding their experience with the chat agent and overall chat experience. • Created and edited profiles for chat agents based on their specialties. • Created and maintained web forms customers and agents use to initiate chat. • Forecasted volume patterns and total number of chats expected. • Created and maintained the department SharePoint site.

• Created vector images of company equipment, such as remote controls, satellite receivers, and error screens. • Created, launched, and maintained the technical support web sites for 12 customer service call centers, each with over 1,200 employees, retailers, business partners, and customers. • Maintained the internal Customer Service Center Web (CSCWeb) intranets for Retail Support, Commercial Services, and call centers. • Created web pages for Interactive Television (iTV) programming information. Each web site consisted of over 50,000 total unique pages and averaged 24,000 visits per week. The Association of Support Professionals ranked the CSCWeb as one of the Ten Best Web Support Sites in 2006. • Created and maintained the team’s project tracking database, along with detailed user manuals. • Converted the customer Technical Support site browser to be compatible with Internet Explorer, Mozilla Fire Fox, and Safari. • Created and maintained Technical Support step-by-step pages and “How to Use” pages. • Created a “How To” guide for new employees to the team.

• Answered advanced billing, sales, disconnection, activation, and technical support calls from DISH Network customers. • Collected billing payments and trained new employees how to take customer phone calls properly.

• Updated and maintained the college’s web site by adding instructors’ syllabi for students to access before classes started. • Created websites, brochures, and posters advertising various programs held by the department available for students. • Various other tasks such as data entry, sorting, and shredding. • Received the Student Employee of the Month Award.