Maintain recovery lab organization to prioritize projects and techniciansIncrease overall recovery rate by working with Sales to ensure better expectations from customersDevelop improved reporting procedures to track staff and project metricsEnsure accuracy of record-keeping and liaise with local and external staff and agentsDevelop training documents and stay up-to-date on new recovery techniquesDevelop and maintain an asset tracking system for wide variety of peripheralsPOC for overnight/weekend rush projectsPOC for all encrypted projects, oversee all decryption cases. Worked closely on special cases with outside vendors, but familiar with all currently available encryption packagesPOC for Scientific Research and Experimental Development Tax Incentive Program

Telephone and Online Sales and Support, growing from mid-level to international leadWork with the international technical team to manage inter-lab projects and co-operationWritten nearly all internal training manuals and reference guides for internal proceduresCo-managed the rollout of an internal Wiki intranetDeveloped CRM program for cold-calling prospective resellers and training videosCo-produce blog content, and customer and partner email campaigns

New Computer Systems Sales and RepairSales and Administration of Maintenance AgreementsTelephone SupportInventory and Cash ManagementPurchasing and Returns Networking Design and TroubleshootingFinancial Reporting

New Computer Systems Sales and RepairTelephone SupportInventory and Cash ManagementPurchasing and Returns Networking Design and TroubleshootingFinancial Reporting

Inbound telephone technical support to home and corporate clientstrend identificationLogging and documentation of call ticketsweb-based personalized support

Managed Service Department and team of technicians.Assembly and configuration of new PC systems, repairs, and upgrades.Telephone tech support, and onsite visits for repairs, networking, upgrades, and pre-sales.Cross-selling and Administrative dutiesInstalled and maintained company’s computer systems and network.