● Assisting enterprise business customers ranging from Hotels, Hospitals, Restaurants, and Cafeterias with installing and troubleshooting their Point of Sale (POS) SaaS systems.● Experience using Salesforce and Zendesk for recording trouble tickets and tracking patterns of service.● Assisting in troubleshooting various point of sale systems including RES, Micros, GEMPay, Simphony, and other Oracle products.● Providing technical support to businesses and hospitals for their point of sale, payroll deduct, and credit card systems.● Managing hardware and software capacity, performance, and assessing hardware and software needs. ● Participating in numerous training programs to continuously improve product knowledge and service skills. ● SQL, MySQL, Oracle, and Access database● Monitoring incoming cases through phone, email, and chat and resolved in accordance with Service Level Standards (SLS). ● Worked closely with different teams such as Client Success and R&D, providing the appropriate personnel a precise understanding of user's issues when the problem needs to be escalated to a higher level.● Able to work outside normal business hours whenever call case management requires it with participation in after-hours on-call support.

● Assisted in training new employees and served as go-to person for team members. ● Performed network troubleshooting (TCP/IP, DNS, SMTP, LAN, WAN, etc.), firewall rules validation, ● Participated in training programs to continuously improve product knowledge and service skills. ● SQL programming experience.● Monitored incoming cases and resolved in accordance with Service Level Standards (SLS). Identified and resolved application and service issues. ● Used research and available support tools to assist the customer and/or recreate the issue. ● Provided appropriate personnel a precise understanding of user's issues when an issue needs to be researched by different teams (Research and Development, Accounting, Client Services, etc).

⦁ Provided tier 2 level support for company products and employees through daily phone calls and email correspondence. ⦁ Guided clients and agents through implementation and maintenance of company software. ⦁ Maintained communications between different tiers of the company while upholding quality control standards.

● Resolved issues with enterprise level customer accounts and online banking products through Cloud support.● Utilized VPN access through clients such as Cisco Any Connect to assist customers with access to account information. ● Ensured business owners and associates were aware of changes to banking policies in relation to their business accounts and walked through changes to their online services.● Made registering necessary company equipment easy by walking customers through the process, step by step.● Served as a communication link between business owners, account relationship managers, and various divisions of finance.● Assisted clients with management of their retirement accounts for personal and small business.