- Serve as the primary Client Support Engineer for the Platinum+ program that provides personalized support for enrolled clients (i.e. California State University) dedicated to decreasing support wait times while implementing customized payment solutions for the entire university network- Lead the Platinum+ program for all of CSU (22 locations) by managing Tier 1 and 2 cases, password management, interface troubleshooting, VPN troubleshooting, batch file importing/exporting, and Peoplesoft upgrades- Lead the onboarding of the CSU client into the Platinum+ program and resolve 250+ cases from 22 school locations while managing 650+ cases from 500+ other schools, resulting in very positive client feedback- Troubleshoot and debug technical issues (i.e. CASHNet, ERP, UI/UX, Cloud) that affect product features such as posting of payments, fetching balance/demographic data, and end-of-day processing - Analyze the trends of support cases to identify possible bugs within the product while collaborating with Engineering Assistance team to resolve them, resulting in higher customer satisfaction and CSAT scores- Assist clients with fraud detection and investigation by using SQL to run queries on suspicious transactions and analyze the data, resulting in mitigating any vulnerabilities/risks that allowed the fraud to occur- Collaborate closely with the Engineering Assistance team on all changes and updates regarding store procedures and new products to ensure a streamlined product and support system

- Collaborated closely with the Engineering Assistance team and the client to ensure quick resolutions of issues while assisting clients with hardware installs such as EMV credit card readers, receipt printers, and mobile payment solutions- Exceeded average quarterly SLA of 85%, measured from missed SLAs, calls taken, and outbound calls, and both resolved tickets and time to resolution while exceeding the quarterly average CSAT goal of 90%

- Led deployment projects by collaborating with clients to implement their requested product/project within 2 – 4 weeks, including eMarket configuration and training, Credit Card readers, 529 Payment Configuration/training, and WUBS/Flywire configuration/training