* Managing the support ticketing system and resolution of client-reported support issues* Cross-train and mentor other CSS team members on my expert areas* Troubleshoot and resolve support issues or route to the appropriate staff members for resolution* Facilitate necessary resource allocation and support of Higher Logic's project teams including new business development, client success, training, and technical support* Assist in educating and onboarding new employees through documentation and exemplary case studies* Monitor and respond to client questions about their community on the Higher Logic Users Group (HUG)* Create blogs on a regular basis that aid in the training of the Higher Logic software* Understand existing support processes and introduce process changes to improve quality, reduce costs and accelerate support resolution times* Proactively respond to client inquiries via e-mail and telephone in a timely and professional manner* Facilitate online meetings to resolve support issues or conduct site reviews with respective project teams* Keep a log of the bugs and issues to update the team in a timely manner* Remaining knowledgeable on new product functionality and new releases keeping the team up to date* Act as an escalation path for the support team regarding client issues* Elicit feedback from the client relating to the project implementation, user end adoption, and satisfaction after implementation* Provide support and training to clients during the implementation of new product installs

-Resolve 180 call/email/instant message/self-service tickets per month with 4 hour average resolution time.-Administer VMware vSphere Virtual Desktop Infrastructure (VDI) daily activities, deploy new images and patch existing virtual machines. -Install new software, set up new printers, image and deploy new desktop equipment.-Assist in maintaining network (LAN/Wireless) connectivity in over 300 locations with various devices. -Work both independently with minimal supervision and as a team to collaborate on problem resolution and root cause analysis. -Research security vulnerabilities, software updates, potential new softwares to deploy to users.

-Service computers of all ages and types with all issues ranging from hard to software. -Effectively communicate with customers possessing a small knowledge of technology.-Work independently under minimal supervision to juggle several projects and tasks. -Assist in consulting work with small businesses in the area on network deployments.

-Utilizing Active Directory to create and remove user accounts.-Technical support for both PC and Network Issues.-Usage of Outlook Exchange Server 2008 to troubleshoot mail issues.-Utilizing effective communication to resolve issues from a Helpdesk Position.

Maintain an organized database system for the company's demo pool. Coordinate and communicate specific plans with each individual department to efficiently handle day-to-day logistics.Full accountability for all deliveries and insuring that they reach their intended target within the specified time frame.

I handled the logistics for FishNet Security Training Services in addition to serving as admin for the RTE Lab and eLearning learning management system (LMS).

I worked to generate new leads and update the existing contact database.