Create and maintain a plan for forecasting, targeting, and attaining company-wide goals. Exercising the use of KPIs.Build support teams from the ground up by vetting and hiring global talent.Develop and mentor Support Teams by fostering an environment to allow them to reach their goals and continuously improve.Documentation and report of key metrics and performance indicators quarterly, monthly, and yearly.Collaborate with other teams to improve efficiently across teams and departments.

Attend conference calls with upper management to brainstorm on company areas of focus. Became liaison between support teams and development teams to resolve high-profile issues and develop working relationships and collaboration opportunities.Descalated customer concerns to reduce turnover and increase customer loyalty.

Documenting information and ability to show ownership and follow-through in customer resolutions.Dealt with DNS, Web hosting, Cpanel, WHM, Plesk, Centos, Bash, PHP, Linux servers, and cloud hosting environments. Experience with popular types of website CMS such as WordPress, Magento Drupal, and Joomla.Monitor Production system, applications and network performance through the use of various Network Management Tools such Grafana.Send out end of the day status reports on a company-wide level to notify of high-profile issues.

Troubleshoot Linux, Windows, and Microsoft Office 365 issues to provide Tier-1 customer support for end user chat or email ticket requests. Utilize a consultative approach and creative problem-solving techniques to identify IT related problems and solutions, while updating the customer regarding issue resolution. Manage user permissions in Univention for 2000 users. Facilitate password changes and perform server administration duties such as adding/removing users and distribution groups. Install, configure, modify, and update hardware/software to ensure stable operation of computer networks and connected PC’s and peripherals in a Windows and Linux operating environment. Evaluate scalability and consult on technical capabilities and recommendations for cost-effective implementations. Employ a strong customer focus to interpret written and verbal instructions during the delivery of world class customer service and technical support. Document hardware/software related procedures and utilize TracMor to record new equipment installations and computer configurations.

Utilized Microsoft Office Suite applications to maintain Agent credentials and ensure compliance with CMS guidelines. Analyzed regulatory changes and reviewed them with Agents. Coordinated with Agents and the Field Marketing Organization (FMO) to develop strategies for upcoming season(s)

Responded to email and performed a variety administrative tasks such as drafting written correspondence, filing, faxing, and providing assistance with fundraising planning. Completed computer repairs and maintained IT equipment according to Original Equipment Manufacturer (OEM) instructions.

Assumed responsibility for the development of website content and distribution of requests made via the website. Approved website advertisement and lead generation sources, and assisted the sales team with identifying efficient methods for generating and responding to website inquiries.