- Primarily responsible for handling tickets and application support to the end-users, diagnosing, analyzing, identifying and applying system solutions to application/technical problems through collaboration with IT staff, support partners, and application teams, including responding to off -shift and weekend support calls for the SAP system and other business applications, to provide timely resolution of user issues.- Address the concerns, issues and questions surfaced by customers and internal stakeholders.- Monitor daily EDI processing, and audit transactions daily and ensure timely, complete and accurate delivery.- Work with VANs to resolve transmission issues and retransmit EDI documents.- Coordinate and implement new trading partners as necessary.- Responsible for the coordination, ongoing analysis, and support of our e-commerce operations including, pricing files, and integration with our Partner Site and SAP, serving as the liaison with users and SAP team on quote entry, sales order entry and pricing processes.- Coordinate the on-site merchandising and update the device portfolio and ensure accurate, efficient, and timely web content publishing.- Research, document and suggest corrective actions for reported problems in e-commerce workflow.- Manage the full life-cycle of a project in support of all Domain related assigned work.- Identify business, technical, and project risks, and work diligently to mitigate them.- Review and resolve project issues including scope, timeline, resourcing changes, business functionality, technology issues and deliverables prepared by team before passing to client, providing regular project communication and status reporting.- Maintain communications with the Business leads to keep the project status, project plans, project issues documents, decision logs, escalations, and any other additional project documentation in a concise and direct manner so that all stakeholders are aware.

- Provide Analysis, requirement gathering, specs, development, testing plans, user-training and support for new projects and customizations on CRM system on a global basis working with key stakeholders, business units and users.- Develop, test and support a variety of bulk tools in CRM in order to facilitate, automate and speed up business processes.- Provide functional requirements, testing plans, roll-out and support for system upgrades.- Provide analysis and testing plans for integration projects.- Provide group and individual training to end user for new system and enhancements.- Helped in the preparation of documentation for the systems.- Responsible for understanding the limitations of the systems and providing solutions for them.- Providing support and help in the development of system processes.- Liaising extensively with internal clients.- Ensure issues are identified, tracked, reported on and resolved in a timely manner.- Oversee the implementation of a new system.- Expand or modify system to serve new purposes or improve work flow.- Write and maintain system documentation.- Document system problems and resolutions for future reference.- Provide on-the-job training to new Sales Rep staff members.- Arrange, prepare and take part in admin and users meetings and present issues and solutions.

Handled inbound and outbound calls regarding printer technical issues. Troubleshoot and debug minor program bugs. Modify existing programs with enhancements. Implement fixes and enhancements. Managed a high-volume inbound and outbound calls in a deadline-diven environment. Answered technical related issues customers had. Guided the customer through the installation process. Utilized remote control software to access consumer PC's to resolve problems over the phone (HP Instant Care). 87% FCR (First call Resolution). January/2008 Promoted to Desktop Support Callback Agent (2nd level agent). Made outbound calls to resolve issues that tech support wasn’t able to solve. June/2008 Awarded Diploma for best Customer Satisfaction. 95% CSAT (Customer Satisfaction). 81% TPR (Total Problem Resolution). July/2008 Promoted to Floor Support. Assisted in the training of new Technical Support Agents and associates.