Responsible for level 2-3 support at the firm as a member of the Customer Success Team.Research software issues and create knowledge articles on how to resolve themTest Office 365 applications in Dev and Prod environments for optimal functionality.

Enhanced customer satisfaction by resolving complex issues and providing timely solutions.Streamlined support processes for improved efficiency and reduced response times.Managed a team of customer support representatives, ensuring consistent quality in service delivery.Developed strong relationships with key clients, ensuring their ongoing loyalty and trust in the company's services.Implemented training programs to enhance team knowledge and performance, resulting in higher customer satisfaction rates.Mentored new hires for seamless integration into the customer support team.Implemented effective escalation procedures to promptly address urgent or complex customer concerns.Established open communication channels within the team, promoting collaboration and innovation in problem-solving.Participated in hiring processes for new team members, selecting candidates who aligned with company values and culture.

I am responsible for Level 1 -2 IT support of the company's voice dictation software which Law firms use. I also provide basic computer software troubleshooting and tech support while escalating issues to Level 3 as needed and working with them to find the resolution. I answer calls to assist attorneys, legal assistants, and other 3rd party IT departments that work for the law firms. I utilize Bomgar to remotely connect to the end user's computers since our clients are all over the United States and the UK. In addition, I perform registry edits/rebuilds, cache flushing/rebuilds, software installation assistance, and troubleshooting support for Windows 7 and 10 compatibility with external hardware issues. I also set up user access for our online customer portal and reset users' passwords for the portal and Bighand software. My assistance on the server side ranges from rights assignment, and license file updating, to network configuration. I now support renewing and applying SSL certificates for clients in IIS.

As Team lead for the 2nd Watch shift I managed all daily tasks and ensured the ticket queue was efficiently and properly addressed by my fellow technicians. I also interviewed all potential new hires and reported my feedback to the Technical Supervisor and Project manager during the hiring process. I communicated directly with multiple city directors and assisted them with any IT-related issues that were reported. Furthermore, I worked on behalf of TRT & Unisys at the OEMC (Office of Emergency Management & Communication) as a PSIT Helpdesk Technician before being promoted to Team lead in less than a year. I assist 911 operators and Chicago Police officers with IT-related issues. I also provide the same service for 311 and the Chicago Fire Department. I work in cohesion with several other teams to resolve PC errors, hardware malfunctions, and basic computer skill guidance and assistance. In addition, I assist in monitoring the City of Chicago servers for infection issues.

I answered a high volume of inbound calls on behalf of a major nutraceutical client. I was responsible for retaining customer loyalty and business by providing account customization to the customer monthly subscriptions via discounts, auto-payment extensions,and free products. I also worked directly with the client via instant messenger throughout the day to assist with resolving customer issues.

Responsible for driving department sales by recruiting qualified respondents for paid focus groups. utilized resources to identify and locate qualified business professionals, medical physicians and professionals, as well as college students and consumers.Updated company database with new leads and accurate contact information for past leads.

Working in the office making high volumes of outbound calls as well as taking inbound calls.Screening potential participants for paid focus groups on various medical conditions for market research purposes.Manage projects for companies top client accounts. Handles focus group participant scheduling and rescheduling as well as other administrative related tasksWorking on multiple projects simultaneously for various clients in the US and the UKTrained and supervised recruiting department interns and contracted recruiters.Assisted director of recruitment with client service and administrative duties.