Managing the customer support department’s day-to-day functions over Cendyn's Hospitality cloud.Responding to escalated customer support issues. Implementing customer support processes to enhance customer satisfaction.Formulating and revising customer support policies and promote their implementation.Informing the team of all new information related to products, procedures, and trends.Assessing support statistics and preparing detailed reports on the findings.Interviewing and hiring new employees.Overseeing and evaluating the team's ongoing training efforts.Creating JIRA and then Follow up with engineering team/product management team/ release management teams for addressing the technical road blocks that customer's hit. Monitoring and analyzing reporting and dashboards to quickly identify issues and take corrective action when neededReports on escalation trends, top issues, and improvement opportunitiesPartner with Product & Engineering stakeholders to drive quality improvement initiatives and deliver the best member experience possibleEffectively managing project scope by ensuring any changes to scope are documented and approved. Leading, coaching, and motivating project team members on a proactive basis.

Leading a team of Tier I and Tier II technicians on Cendyn's Hospitality Cloud.User proficiency in Microsoft SQL Server, SQL query, data importing / exporting / manipulation.

Managed and coached service desk technicians.Determining project requirements and developing work schedules for the team. Delegating tasks and achieving daily, weekly, and monthly goals. Liaising with team members, management, and clients to ensure projects are completed to standard.

Technical phone and email support for all dell consumer segment products primarily laptops, desktops and tablets.Served as a temporary technical support coach.