• Support Enterprise software solutions using Marketing Automation, CRM, and Sales Force applications using Parature and Saleforce as our support tool.• Marketo Lead Management- Integration with Sales Force, Adobe on24, Gotomeeting, WebEX, and Design Studio• Providing direct support to external customers by phone, electronically, and face-to-face• Log and track - service requests, deliverability, escalations, and bugs into JIRA bug tracking for Engineering• Create KB articles for the online resources available to customers and partners

Support Escalation Engineer (Premium Mobile Experiences Mobile & Entertainment group) WP7, KIN, Sidekick/Hiptop, ZUNE • Forum Moderator for MS Answers (WindowsPhone7 & KIN) Assisted in ZUNE Forums• Bug creation and collaboration daily with Engineering and Product groups and weekly bug scrub triage• Tier4 Technical Support for Windows7 Phone, KIN, and ZUNE Cloud services assisting (Verizon, T-Mobile, and ATT )• Knowledge Base article creation: FAQ & How-To articles utilizing Microsoft Publishing tools populating Microsoft’s online KB • Cloud Support for WP7 and KIN mobile device with new onboarding Mobile Operator supporting Verizon Care• Assisted Mobile Operator Verizon via Web, Email, Phone, and tool (MOST) and VIPs 24 / 7 • SME - Transfer of knowledge to Trainers and verified training docs for onboarding of Verizon Care group for ZUNE and KIN • Development testing for support tool ”MOST” and was --Supports’ voice-- with regard to tool needs from a Support view• Was the SME and laision for “Mac Sync” with Mark Space - 3-party developer of KIN MAC sync music application for KIN

*Danger became a subsidiary of Microsoft May of 2008*Technical Support Specialist• Device Coordinator - Flash builds, procurement, and asset management • Distribute internal and marketing demos – 100% accurate over 5years for VIPs • SME - Train the Trainer - Traveled to Mobile Operator Call Centers (T-Mobile) implementing Danger Presence program• Tier 3 Support entails Email, Phone, 24 / 7 support, Issue tracking, team collaboration, new release (BETA) testing• Support for Sidekick product cycle through the End Of Life(8yrs) a participant in the Danger Outage Disaster Recovery Team• Forum Moderator for Powered by Danger Sidekick Forums and participated in the T-Mobile Sidekick forums

Technical Support Specialist• Primary support outsource for GOOD Technologies (Smart device and software sync) 24 / 7 Phone, VIP cases and email• Provide multi-company support which outsourced Web Converse software support and voice system

Client Services Lead – Level 2 Support• Review and respond to issues escalated from outsource and receive direct call-center inquires for 24 / 7 customer service• Perform problem resolution for escalated issues by determining problem scope, impact to customer, collecting and researching until fixed. Document problem/cause and resolution requests to Engineering teams• Role-up metrics and data on a scheduled basis for calls and support issues top ten• Determine training schedule for CSR shifts. Determine focus of support training for new hires• Review and collaborate with Client-Services regarding documentation changes, typos and additional FAQs• Track attendance and promptness of shift CSRs• Review CSR responses to customers, checking for quality and accuracy of response• E-Gain Administration – create agents permissions, routing rules, T-boxes, reporting and Administrator trainer• Provide Client on site evaluation of Fusion One Windows Agent and PC conflict to report to Q/A• Help establish CSR lab environment to simulate user experience, which became the test and troubleshooting farm

Senior Customer Support Specialist• Manage and Process all billing issues for Merchants• Answer inquiries from sellers and customers using Kana Database• Help manage the development of the user experience – Razor program• Collaborate with Marketing and User Experience Team to aid in defining the user experience• Trained new employees for using Kana Data Base and RIA -- 1 on 1 and group settings

Sales Engineer / Lead Technical Support• Provide customer care via email, telephone and site visits for escalation resolution• Special Accounts administration, client/server installation evaluation and site maintenance• Promote and setup booth for Health Hero Network and gain leads during trade shows

Senior Technical Support Specialist• Attend and present top support issues in WAR(bug), Marketing, Project Managers, and QA discussions• Detail error steps, problem location, and computer details into Visual Intercept (Development DB)• Locate problem server IP, or missing content catalog and alert Central Broadcast Facility or Channel Manager• Investigate issues concerning ADSL, browser conflicts, cable modem, and missing content in channels, Data Center servers, dial-up/direct connection, HTML links, proxies, video conflicts, and VIP escalations• Project Assistant for beta release of Companies channel, was email main contact and support for 2500 beta viewers• Beta testing, QA PointCast software, verify HTML page content – Asia, Canada, German, Japanese, UK, and US• Train new Support Specialists and provide knowledge through email and reproducing issues for solution identificationTechnical Support Specialist II• Provide support to Viewers through email (Vantive), phone support, and team escalation issues• Create resolution and FAQ’s for Customer Service, Support website, and Vantive email database• Created Technical Support lab a mixture of PointCast Clients and PC configurations• Assist with supporting Macintosh PointCast software and Apple Technical Support Team

Technical Support Engineer• Diagnose issues with Internet dial-up, and networking relating to software from Net Manage Inc.• Primarily focused on providing solutions for TCP/IP communication issues • Provide customer support through call tickets, email, phone support- queue, and conference calls• Create customer records for Net Magic(DB) including steps taken while resolving customer issues• Create white sheet technical tips for Folio (*DB) encountered during troubleshooting and final resolution• Research, lab work, created software environment within a lab for diagnosis and duplication of customer issueProduction / Manufacturing Lead• Administrator of (Net Manages’) Serial Number Program• Disk Duplication Coordinator (when diskettes were used) ex.24 qty. for one software package• Patch Coordinator• Special product Build Coordinator – VIP and GOLD license projects• BETA Project Coordinator