I get to help people with their Real Estate SEO and websites!!Primary role:- Supported end-users in account maintenance, as well as custom HTML/CSS/JavaScript - Tier-1 and Tier-2 Technical support for IDX Broker web platform for real estate professionals- Researched and tracked open issues and product updates- Created presentations for customers and partnersCreating Education Materials and Documentation: Created and presented educational materials to peers and end-users using Word, PowerPoint, and SharePointPrepared cadence conference material and information packsCollaboration with team members and department heads to create and distribute training materials

Primary role:- Single point of contact working with a small group of corporate customers - Tier-2 Support for TLS, SSL and PKI products- Regular cadence calls, and product adherence maintenance - Internal project collaboration with team members, and managed cross-business teams to work on customer projects- Researched and tracked open issues using Jira, our Knowledge Base, and other sources - Created presentations on API information for customers and partners- Worked with internal groups to roll-out temporary code fixes for enhancements, and gathering data for the changes to the software- Developed and negotiated plans to roll-out, or modify mail systems in a corporate environment- Planned and initiated large-scale installations in customer environments- Developed and presented for new products, updates, and other informationCreating Education Materials and Documentation: - Created and presented educational materials to peers and end-users using Word, PowerPoint, and Excel- Prepared cadence conference material and information packs- Collaboration with team members and department heads to create and distribute training materials

Education and Documentation • Created and presented educational materials to peers and others using Word, PowerPoint, and Excel• Preparation of conference material and information packs• Liaised with team members and department heads to create and distribute training materials and other informational detailsCustomer Support and Engineering • Single point of contact servicing a small group of C-level customers with multiple enterprise level products• Deliver monthly account summaries, case updates• Conducted customer implementation meetings and pre-sales customer need analysis• Assessed clients’ needs to understand how their business operates to form and execute an implementation strategy that will best utilize the product(s)• Maintain deliverables, service level documentation, proactive updates, and urgent alerts • Liaised with key contacts and support personnel to organize regular cadence calls, and maintain product adherence• Collaborated with team members, and managed cross business teams to work on several projects• Worked with internal groups to roll-out temporary code fixes for enhancements, and gathering data to pursue the addition of the changes to the software for permanent enhancements• Developed and negotiated plans to roll-out, or modify mail systems in a corporate environment• Developed and presented for new products, updates and other informationPCSInfo Internal Website Team • Liaised with team to discuss goals and enhancement requests • Coded many new features, and repaired broken or orphaned pages• Implemented new tables, and datatypes• Worked with MySQL for data management, GIT for version control, HTML/CSS/jQuery for front-end design•

PCSInfo Internal Website Team • Liaised with team to discuss goals and enhancement requests • Coded new features using PHP/ HTML/CSS/jQuery and repaired broken or orphaned pages• MYSQL database design and updates• Worked with MySQL for data management, GIT for version control, • Utilized HTML/CSS/jQuery for front-end designCreating Education Materials and Documentation: Created and presented educational materials to peers and end-users using Word, PowerPoint, and Excel Prepared cadence conference material and information packs Collaboration with team members and department heads to create and distribute training materialsCustomer Support and Engineering • Single point of contact servicing a small group of C-level customers with multiple enterprise-level products• Multiple products supported - from AntiVirus, to our mail products, such as Mail Security for Exchange, Messaging Gateway, Scan Engine, and O3• Deliver monthly account summaries, case updates• Conducted customer implementation meetings and pre-sales customer need analysis• Assessed clients’ needs to understand how their business operates to form and execute an implementation strategy that will best utilize the product(s)• Maintain deliverables, service level documentation, proactive updates, and urgent alerts• • Liaised with key contacts and support personnel to organize regular cadence calls, and maintain product adherence• Collaborated with team members, and managed cross-business teams to work on several projects• Worked with internal groups to roll out temporary code fixes for enhancements, and also gathered data to pursue the addition of the changes to the software for permanent enhancements• Developed and negotiated plans for roll-outs, or modifications to mail systems in a corporate environment• Developed and presented new products, updates, and other information

Point of contact for corporate users with the Symantec Messaging line of products. Provide support for administrators by answering basic function questions, as well as troubleshooting advanced issues, and provide proactive support information.• Over 100 Support Awards from 2007 to 2010• Supported multiple Symantec products from AntiVirus, to our mail products, such as Mail Security for Exchange, Messaging Gateway, Scan Engine and O3• Diagnostic evaluation of the roadblocks faced by the customer. • Escalated customer handling, including digging in to the issue to find out the Why’s behind the call, to mitigate any further escalation of the case.

Project Goals:Created and drove a project plan to move most of the TDAA website to an updated format Created and drove a project plan to design the NDAL website from the ground upProcess:• Coded new site pages from the ground up including error handling • Collaborated with business owners on stratagem to bring more customers into the organization• Created a more interactive experience with the site• Created and managed layout, including creating uploading tools, and • Also coded other end-user maintenance tools for productivity• UI/UX Design and Testing• MYSQL database design and updates• Coded site backend with PHP and MYSQL• Coded front-end in HTML5, CSS3, and jQuery/ JavaScript

Point of contact for end-users with the Norton AntiVirus and Norton Internet Security line of products. Provided support for consumers when they were having problems running their software.• Consumer and Small business customer services and technical support working with the Norton AntiVirus product line, and virus removal queues• Assisted my supervisor with Call Monitoring, Escalation handling and Helpdesk duties when required• High call volume / fast paced environment

• Worked with Consumer on the MSN.com product line, and escalation 2nd Tier support queues.• Assisted my supervisor with Call Monitoring, • Escalation handling and Helpdesk / Lead duties when required.• Handled a high volume of customers per day.

• Worked with cellular customers out of the Bay Area in California• Escalation handling - defusing the situation and resolving their issues• Scheduling for 20+ employees• Floor lead for TSE questions and break requests• Performed quality assurance checks on random phone calls• Tracked schedule adherence