Prioritize, manage & respond to technical support incidentsTriage incoming callsEscalate IssuesManage Service QueueApprove & PostDevelop and implement team performance metrics to improve efficiency and productivityAssess and enhance team performance by providing ongoing development opportunitiesExamine customer concerns to identify and address recurring issuesMonitor team members' progress on ticket resolution and ensure necessary escalationMediate and resolve team member conflictsConduct and present employee performance evaluationsReview tickets for quality and accuracy of documentation and resolutionIdentify and escalate sales opportunities to increase revenue and grow the business

New User account set-up, Software installation, Account access, Tier 1 Network troubleshooting, Technical writing, Process Documentation

· Volunteered with the Habitat for Humanity, where I cleaned out the cages for the adoptive cats, and walked the adoptive dogs.· Monitored and observed animals for signs of illness or injury and reported symptoms to supervisor.

· Give guidance and information to customers.· Mitigated loss to company, while providing fair and reasonable settlement to customer.· Primary contact for National Account customer claims. · Maintained utmost discretion when dealing with sensitive topics.· Utilized strong time management and organizational skills with ability to prioritize and complete assignments on schedule.· Represented Stevens in a manner indicative of professionalism and consistent with the corporate mission statement and Business Conduct and Ethics Policies.· Properly advised other departments and Stevens’s agencies on how to handle claims situations.· Provided excellent customer service and communication skills and use of sound judgment and decision-making skills.

• Solicit and develop long-term customer relationships.• Responsible for maintaining sales, customer service, seeking new account business.• Maintained sales of over half million dollars, annually.• Worked independently, and as part of a team to secure the common goal of promoting Stevens Van Lines' products and services to move the company forward.• Built relationships with new and existing Vendors.• Introduced tools to track and measure sales.• Instrumental in streamlining department processes for increased flow and productivity.

· Volunteered with the Midland Blooms project to plant flowers throughout the community.

· Document all technical issues. Highlight steps taken to remediate problems.· Installed firewalls, virus software, and removed Spyware/Malware. · Performed system maintenance checks and updates. · Troubleshoot any hardware or software glitches.· Ran maintenance and performance reports.· Daily or as needed resolutions of password resets.

Trained and supervised staff of approximately 15, in janitorial tasks for a variety of accounts. Responsible for ensuring workloads were maintained. Participated in training program as an instructor for custodial services at HQ.

· Cleaned office & industrial settings.· Responsible for training, supervising custodial crew.· Maintained contact with building point of contacts to ensue service level agreements were met.· Implemented and managed onsite Safety Committee.· Maintained control of inventory and supplies & equipment.· Participated as an Instructor for monthly off-site instructional training program.· Provided disciplinary measures and/or retraining as necessary.· Conducted inspections of work areas.

· Cleaned office & industrial settings.· Stripped & waxed floors.· Carpet cleaning.· Window washing