Performed OS upgrades and sent tables to onsite equipment; monitored internet traffic and network connectivity to ensure continuous smooth operation.• Used SQL to complete database changes to onsite equipment• Diagnosed and troubleshot network device issues and used VPN to gain remote access to network equipment• Supported BPMe app SaaS roll out and troubleshooting via Salesforce • Provided high level support for the POS, BOS and overall network functionality systems• Complied with all payment card industry guidelines to ensure safety and security• Telnetted into to network devices using TCP/IP to ensure connectivity• Monitored network alerts and database reporting using Splunk• Recommended changes for continuous improvement of policies and procedures• Followed the help desk chain of escalation for the most time-effective issue resolution

Created drivers’ schedules for deliveries, pick-ups and the movement of products and maintained all daily records of inventory, driver manifests and bill of ladings (SAP).• Trained new hires on standard operating procedures.• Completed follow-up calls with customers to ensure satisfaction of deliveries.• Facilitated communication between inventory, production, and sales departments with customers and drivers to improve customer satisfaction of deliveries.• Received Team-Work Award as well as Customer Service Award in 2013

Led the Depot Repair and Troubleshooting Triage Programs to manage issues for multiple product lines (TVs, Blu-ray players, Sound Systems, and Computers).• Handled company e-mail correspondence and social media accounts; operated and supported a live web chat customer support system.• Received 30-50 inbound calls daily to process exchanges or setup repair tickets of Sharp Electronics for customers’ televisions that were under warranty. • Reduced annual repair costs by over $2 Million.• Awarded “Grand Employee of the Year” 2011 and “Employee of the Month” in March 2010 and September 2011

Troubleshot video products (Cable boxes, Televisions, Sound Systems) by handling over 60 inbound calls daily.• Resolved multiple customer billing and service complaints daily and processed account payments.• Educated customers on how to better use self-service options in an effort to help reduce the number of daily inquiries for assistance on basic issues.• Acted as a product consultant to promote and sell various Comcast products and services while multi-tasking between multiple tools and systems.• Followed the guidelines for Customer Proprietary Network Information (CPNI) and Personal Identifiable Information (PII).