• Responsible for coordinating and managing incident, change, and request cases submitted by customers to the Support team for resolution by following documented procedures ensuring prompt resolution and world-class customer service.• Served as an inter-team single point of contact for Support, Security, and Web Security Team colleagues and other internal teams to ensure that customer queries are addressed promptly and according to Standard Operating Procedures.• Responsible for providing basic technical product support advice to customers and team members.• Reviewed daily operational metrics and contributed to the continuous development of the team by identifying, assessing, and refining knowledge gaps, operational procedures, and knowledge base articles.• Coordinated and optimizied team schedules to ensure maximum operational efficiency and productivity.• Prioritized the workload of the support team and assigned tickets to engineers, and communicated with customers directly, providing basic technical support advice.

Duties included but were not limited to:• Served as the Tier 2 escalation point for the Product Support team, this person led meetings with partners, adhered to IT standards, and maintained expert-level knowledge of Hospitality and Automotive products in a 24/7 on-call rotation.• Responsible for organizing and leading customer-facing defects to resolution. • Responsible for maintaining communication with stakeholders, and documenting system requirements and procedures for new implementations and recurring issues.• Maintained expert level focus and detail for providing high-quality customer service, resolving errors, and improving system reliability.• Provided timely communication to users on the status of their service request and incidents.• Responsible for developing and delivering training programs to the customer various stakeholders, including end-users and internal staff. • Created and updated training materials and delivered training sessions in-person and remotely.• Evaluating the effectiveness of training programs through assessments and feedback.

Duties included but not limited to:• Provide technical support for external and internal users of client products or services.• Troubleshoot technical issues, including hardware, software, and networking problems.• Develop collaborative relationships with other departments and teams.• Complete special projects and tasks assigned by manager or leadership.• Communicate with customers in a professional and empathetic manner and prepare accurate case notes.• Contribute to activities that improve customer satisfaction and business performance.

Duties included but not limited to:• Learn and develop skills in information technology to include networking of computers, system wide back up of data, and storage of data. • Communicate with IT professionals who specialize in Systems Software Design, Engineering and Computer Programming. • Assist staff in performing system backup and maintenance functions. • Assist in updating user and technical documentation. • Create and publish interactive reports.• Assist with the Web Content Management System for our public website.• Gain substantial knowledge into ( industry/field/product or service)responsibilities, skills, and experience.

Provide top-notch customer service by welcoming customers upon arrival, engaging in active listening to understand their needs, and demonstrating empathy and professionalism.Perform thorough inspections of vehicles to identify damages, assess the extent of repairs required, and recommend solutions to customers based on the available options.Utilize Odyssey software to accurately enter and update customer and vehicle information, record job details and work status, and generate estimates and invoices as needed.Collaborate effectively with colleagues and superiors to resolve customer issues, ensure customer satisfaction, and continuously improve operational efficiency and service quality.

Assisted students with (Java, C++, Cobol, Object Oriented) course work Led group study sessions for 30 students for software development coursesCreated a schedule for student appointments

Fundamental structure of computer network for telecommunications.Structured programming and implementation for C++, Java, Cobol, and Object Oriented Systems.Implementation of database concepts and design using SQL programming language.Knowledge of the principle management function regarding planning, organizing, directing, coordinating and controlling project management.The building of business prototype applications thats used in C++ and Java.