- Own technical implementation with the most complex accounts, taking a consultative approach to dive into customers’ technical needs and organizational requirements, tying product features to relevant use cases for the customer- Track and execute customer implementations and software enhancement requests; develop implementation dashboards and technical documentation and process as HiHello evolves- Provide escalated issue analysis and resolution for high value customers. Identify and skillfullyresolve customer support issues through collaboration with Product Management andEngineering- Manage multiple intricate projects concurrently, prioritizing and channeling effort andattention where most needed- Share customer feedback and quickly surface potential roadblocks throughout the process; partner closely with Sales, Product, Engineering, and Customer Success to take timely and effective action to resolve issues

- Provided hands-on technical support to customers for product issues and bugs from start to finish via email, Slack, and phone- Collaborated cross-functionally with other teams to troubleshoot issues and represent support-related needs and improvements.- Collected and communicated end-user feedback and application feature requests to the Product Director to drive software improvements.- Worked closely with the members of the Customer Success team to effectively address support requests to ensure high customer satisfaction and usage of several products.- Created and maintained internal product documentation to support issue resolution and improve team capabilities.- Drove adoption of a new Mobile Device Management process and oversaw the deployment of over 7000 end user devices at different health systems in NYC metro area.

- Resolved hardware and software issues for clients to ensure high-quality customer experiences.- Installed, maintained, and troubleshooted hardware and software applications for clients at various health systems in the NYC metro area.- Collaborated with the VP of Clinical Operations to configure products for clients and identify areas for improvement using client feedback.- Preformed manual QA testing of new software builds on Android and IOS mobile devices

- Preformed initial tablet setup and installed the necessary software on the device for deployment.- Learned how to enroll devices to Airwatch MDM and enable remote device support via TeamViewer.- Repaired and replaced broken 3D printed pieces on the tablets that were returned from Hospitals so that they could be repurposed for new deployments.

- Was responsible with weekly QA testing of new operating system builds with regards to audio functionality for my assigned mobile devices and test devices.- Worked with other interns to update and streamline the automated audio testing software. - Focused on learning Windows CE based programing, which was applied via Visual Studios to add changes to the programs used to test our software/devices.- Learned how to flash new software builds onto in-house testing device setups.

- Was put in charge of managing the social media side of the Popplet web/iPad application. - Tested newly implemented features and edited the HTML/CSS on the Popplet website to let the users know when the features were being implemented. - Generated ideas for a new layout for the web page of the application and worked on creating a new page to show off the app. - Answered emails with questions related to the Popplet application and responded to requests for things such as password changes or adding more capacity for creating more projects on one account.