•Troubleshoot hardware and software issues via phone as well as onsite.•Support customers having data connectivity issues.•Performed new equipment installations at customer sites.•Setup, monitoring and management of the event log monitoring and alert system for all customers.•Setup, monitoring and management of our managed service policy management module so proactive measures can be taken to resolve customer issues.•Create and work support trouble tickets.•Provide… Show more •Troubleshoot hardware and software issues via phone as well as onsite.•Support customers having data connectivity issues.•Performed new equipment installations at customer sites.•Setup, monitoring and management of the event log monitoring and alert system for all customers.•Setup, monitoring and management of our managed service policy management module so proactive measures can be taken to resolve customer issues.•Create and work support trouble tickets.•Provide thorough support and problem resolution for customers. Inform customers about issue resolution progress. Show less

•Supported software and hardware issues via telephone.•Remote access tools used to resolve technical issues at stores.•Troubleshot peer to peer networking issues via telephone.•Obtained training and support information from Party America for the purpose of training Party City helpdesk staff after acquisition of Party America.•Configured and supported POS hardware for in store use.•Team lead on various projects. (including, but not limited to asset management, new store setup… Show more •Supported software and hardware issues via telephone.•Remote access tools used to resolve technical issues at stores.•Troubleshot peer to peer networking issues via telephone.•Obtained training and support information from Party America for the purpose of training Party City helpdesk staff after acquisition of Party America.•Configured and supported POS hardware for in store use.•Team lead on various projects. (including, but not limited to asset management, new store setup and technical documentation)•Remote support for hardware and software rollouts. Show less

•Assisted network administrator with all inter-office hardware and software startup operations.•Provided technical support for hardware and software issues to end-users from troubleshooting to resolution.•Responsible for all customer data transfer requests and specialty price updates.•Upgraded data transfer process for new customers from a 72-hour process to a 5-hour process. This saved new customers two days of down time and allowed them to move to the new software without losing… Show more •Assisted network administrator with all inter-office hardware and software startup operations.•Provided technical support for hardware and software issues to end-users from troubleshooting to resolution.•Responsible for all customer data transfer requests and specialty price updates.•Upgraded data transfer process for new customers from a 72-hour process to a 5-hour process. This saved new customers two days of down time and allowed them to move to the new software without losing productivity. Show less

•Independent Contractor for Technical Support and Sales •Provided POS/RMS software, technical background, documents and information.•Trained technical support staff to provide end-users with hardware and software support on the POS/RMS software.•Attended International trade shows as a member of the company's technical sales staff to provide technical support directly to the sales staff and end-users.•This support resulted in software sales and support contract purchases for the… Show more •Independent Contractor for Technical Support and Sales •Provided POS/RMS software, technical background, documents and information.•Trained technical support staff to provide end-users with hardware and software support on the POS/RMS software.•Attended International trade shows as a member of the company's technical sales staff to provide technical support directly to the sales staff and end-users.•This support resulted in software sales and support contract purchases for the company. Show less

•Supported software, hardware and peer to peer networking issues.•Implemented and maintained the company's technical support troubleshooting database.•This database made it possible to train support staff in a shorter period of time and also allowed the end-user to solve most of their support issues without the need to call our support center.•It also allowed the company to drop the average support call from fifteen minutes to three minutes.•Planned and attended trade shows for… Show more •Supported software, hardware and peer to peer networking issues.•Implemented and maintained the company's technical support troubleshooting database.•This database made it possible to train support staff in a shorter period of time and also allowed the end-user to solve most of their support issues without the need to call our support center.•It also allowed the company to drop the average support call from fifteen minutes to three minutes.•Planned and attended trade shows for the hobby market and RadioShack franchise stores, which resulted in sales and leads for our sales staff.•Trained new support staff.•Performed on-site hardware and software installations and troubleshooting.•Oversaw the creation of the company's quarterly newsletter.•This newsletter provided end-users of the software with technical information, general computing information and information on items for sale.•It generated increased sales of POS equipment, materials and software support contracts.•Managed communications between Westech and the outsourced first level support company, who we hired.•This allowed us to provide our customer a 24/7-support option without the overhead associated with it. Show less

•Managed technical support, repair and warehouse staff.•Hired and trained new staff for support and repair departments.•Supported both hardware and software issues related to the company’s product.•Attended trade shows as technical support for the sales staff.•Performed component level repair on company’s product for end-users and for retailers.