Employed to learn, take lead and provide all things customer service for Newscom website from 2007 Mainstream Data acquisition customer service.• Assigned to learn inner workings & processes of newly (’07) acquired website business• Lead and train support/NOC staff on continuing Newscom.com editorial content website• Represent support within management meetings• Create and maintain knowledgebase within Microsoft Sharepoint and Redmine• Maintain relationships with contacts at multiple companies in an effort to network for needed customer-driven content

I fulfilled multiple roles during my time with Mainstream Data. I was exposed to satellite communications technology along with the behind the scenes business delivery needs of the entertainment and editorial industries. This allowed me to provide a high level of customer service to an audience that demanded a high level of results and quality.Tier II VSAT Service Agent, July 2007 to October 2011• Respond to various customer requests via phone and email• Provide technical support for VSAT data networks utilizing Digital Video Broadcasting Linkstar S2 receivers and software to achieve reliable data flow• Employ Telnet and HyperTerminal as troubleshooting and information acquisition tools• Provide logistical support for current projects and site visits for satellite technicians, third party servicing group, and clients for several different client network needsNOC Operator, October 2008 to March 2010• Monitor and report issues within central point of multiple networks data flow• Provided central point of communication between customer and company personnel concerning relative network functions and solutions• Maintain services and applications on multiple servers and access management equipment

• Tested functionality of tools and features for both beta and online versions of client custom-built websites• Lead troubleshooting of functionality issues within company bug tracking program and initiated a solution to assist with company workload• Represented client concerns in project management meetings to provide accurate client to programmer communication• Lead phone/web based trainings in deployment of new and existing software to enhance client confidence in provided solution• Provided software and hardware technical support for clients and project managers to ensure proper platform for website performance

• Supported and assisted account service representatives in achieving departmental goals relating to customer retention and further website usage in order to retain and capture sales• Provided software and hardware technical support to optimize performance of website functionality for clients and workstation performance for employees• Provided performance feedback and related recommendations in company meetings• Coordinated with database administrators to pull reports and initiate financial transactions using Oracle user interfaces and databases

• Developed and lead biweekly employee software training sessions to improve employee confidence in our available services• Conducted new hire training and orientation• Monitored employee phone calls and provided constructive feedback to improve future support performance

Order Status Supervisor, October 2000 to October 2001• Provided employees with the most accurate and up to date order and shipping information to provide confident and timely information to our customers