Provide remote MSP IT Support and monitor equipment for various businesses in the Oklahoma City area while trying to improve and automate daily tasks and hardware monitors.This all included managing BitDefender GravityZone Endpoint Management, DattoRMM, OvrC Network Management, N-Able Cove MSP Backup, Autotask and our ITGlue KB.Interfaced with business clients as their first point of contact to diagnose and fix their computer and software issues. If the issue couldn't be fixed remotely due to hardware problems, I would diagnose those and escalate them to have an onsite technician come and replace the affected equipment.

In charge of and maintaining and growing our internal Tech Support Brand "Tech Team One."This included making a new website / online store, pitching company growth ideas, resolving issues for both business and residential clients, working to provide support for the various MSPs we were partnered with and their clients, managing our internal KB with process updates/creating new processes and individual client information, as well as taking over issues that other technicians were unable to resolve.I got used to designing and using a variety of ticketing systems, customer relationship management systems (CRMs), remote monitoring and management systems (RMMs), various business security software suites and quite a few different remote access tools.Part of the daily support was making sure our larger business clients on Windows Active Directory or Azure Active Directory networks were taken care of and all of their issues got handled in a timely manner.

I initially started as an remote computer technician for residential customers and then moved to wireless mesh network customer service and troubleshooting and additional customer service for a variety of other start-up business at the same time. I was then promoted to a team lead, followed by data analyst and report generation and then moved to lead project technician and finally client account manager and building facilities coordinator.As a client account manager, I was in charge of a team of customer service specialists for multiple clients, which provided both customer support and technical troubleshooting for IoT devices, Windows Server, Windows and Mac computers, mobile devices (IOS and Android) and Wireless Mesh Networks. I was also flown out of state to client offices for collaboration projects and was also flown to realtor expo's to run an exhibition booth and be the spokesman for our in-house tech company.My responsibilities included employee hiring, on-boarding and termination, employee management, consisting of quality assurance monitoring, coaching, monthly employee reviews, disciplinary action and positive reinforcement. I was also a main point of contact for several corporate clients and my responsibilities to them included setup and configuring of CRM and ticketing systems, ensuring metric goals were met and exceeded, creating and modifying support processes, providing and presenting data to clients in weekly/monthly reports/meetings and quarterly business reviewsBefore becoming an account manager I was a team lead and was tasked with queue/break/lunch management, while performing QA's on active calls, troubleshooting wireless mesh network disruptions via SSH and router dashboards, training CSR agents on client processes and updates, running weekly reports on agent stats via the VoIP server and various ticketing systems, which included Zendesk, Salesforce, Freshdesk, Zoho, RepairShopr, Sugar CRM and Jira.

I worked as a city of ambassador for the City of Austin's 311 City Information and Services line. I was trained to act as a city ambassador and provide information and scheduling for various city events and services. The mindset here was one call resolution and I thrived with that. Taking care of the customer to our greatest extent, so they did not have to call us more than once and were happy with the city's services was the ultimate goal and it taught me a lot about ensuring customer satisfaction.While working here I was able to create spreadsheets to help track APD calls, made video multiple video presentations for the 311 city-wide open house, which included may city department heads and the city manager Mark Ott. and I created an internal fitness committee website on the local network for the newly formed 311 employee fitness initiative.