Darwin H. Email & Phone Number

Durham, North Carolina, United States

Austin Tx

Implement client and supporting vendors on the RCash software platform. Manage operational solutions, including training and deployments, vendor oversight, client/vendor support, problem solving and client services. Retain accountability for the overall success of the client and supplier deployment of the RCash solution.• Attend client deployments in support of business workflow definitions, vendor deployment, and training planning.• Manage scheduled tasks for clients to complete software solution deployment, respond to the application and environmental support requests through Yardi Payscan and utilize the program in training users, and serve as the company representative to manage complaints and grievances.• Coordinate between P2P, VendorShield and Development teams to ensure the constant development and improvement of the product.• Research and troubleshoot supplier issues associated with utilizing and/or managing the product before escalation.• Perform required maintenance of client configuration, and support the client and vendors after go-live events.

Raleigh-Durham, North Carolina Area

Provided Level I and II environmental and technical support to Yardi Systems SaaS customers while serving on the 24x7x365 Cloud Services team. Supported the Yardi Cloud, and liaised with customer contacts and internal teams to ensure requests were actioned and technical issues resolved in a timely manner.• Monitored and responded to system alerts, maintained and improved documentation, delivered experience with SQL, and maintained a strong sense of customer service. • Delivered comprehensive team training to ensure efficiency in utilizing the system.

Cary North Carolina

Generated reports and updated databases through MS Access and SAP in addition to developing new employee accounts with AT&T and SAP device kits, and conducting daily break and fix device replacement. Maintained inventory on stock and field items.• Programmed Motorola ES400 and MC70 symbol devices for Prism.• Maintained data on a RADIUS server for technician server access, rolled out the project for an operating system upgrade, and engaged in the imaging of SD card for programming on devices with software upgrade for WCEloader and Mbulter.• Engaged in the shipping and return of devices, and communicated with AT&T on changes, upgrades and number porting.

Cary North Carolina

Delivered Tier I and II support for Exchange 2003/2007 and Internal Help Desk Support while resolving incidents within the call center, and engaging in troubleshooting for desktop support and MS Office.• Administered goals for metrics, service level agreements and customer satisfaction.• Coordinated with technical support engineers in working tickets and responding to customer concerns.• Obtained all necessary data and updates through coordination with end users and administrators, submitted report issues to the next tier support group and management team, and communicated directly with clients via telephone and tickets to identify, reproduce, and assist in the resolution of basic issues.

Raleigh-Durham, North Carolina Area

Processed monitors, desktop and laptops to determine if items could be salvaged for sale. Encoded serial numbers and item specific into a database for further processing.• Harvested working parts from systems not approved for resale.