Systems Engineer specializing in post-sales support for our rXg (Revenue Extraction Gateway) services, and ensure the seamless integration and optimal performance of our clients' network infrastructure. I work closely with our customers to understand their specific requirements, troubleshoot technical issues, and provide guidance to maximize the value of our rXg managed gateway solutions.Technical Support: Provide post-sales technical support for clients utilizing rXg (Revenue Extraction Gateway) services, addressing inquiries, resolving issues, and ensuring customer satisfaction.Implementation and IntegrationCollaborate with clients to implement rXg managed gateway solutions, ensuring successful integration with their existing systems and networks.CustomizationWork closely with clients to tailor rXg configurations to meet their unique business needs, providing expert advice on best practices and optimization.TroubleshootingDiagnose and resolve technical issues related to rXg managed gateway services promptly, escalating complex problems to higher levels of support when necessary.DocumentationMaintain accurate and up-to-date documentation of client configurations, issues, and resolutions. Contribute to the knowledge base for efficient problem resolution.Customer TrainingConduct training sessions for clients to enhance their understanding of rXg managed gateway functionalities, promoting self-sufficiency and proactive issue resolution.CollaborationWork cross-functionally with sales, product development, and other teams to communicate client feedback, contribute to product improvements, and ensure a seamless customer experience.

In this role, I designed and executed internal processes to streamline onsite deployment, including project management software deployment and network component configuration. I created processes to reduce downtime and increase the reliability of systems by using automated technology. I lead large-scale projects from inception through the transition to optimize daily operations. I planned and coordinate operational activities, including management of service levels and problem escalation. I manage project functions by prioritizing multiple objectives within a rapidly changing environment. I provided leadership and direction to the operations and support team on project impact, task assignments, testing, training, activation planning, and transition to maintain operations. I directed multiple data networks, DIRECTV/AT&T TV, and resident phone projects through the entire project lifecycle.• Established working relationships with key stakeholders to determine evolving issues and requirements for data, DIRECTV/AT&T TV, and residential phone deployments.• Managed multiple projects, including 33 network deployments, POTS line bill analysis to VoIP conversion at 42 properties.• Led the rollout of new and ongoing projects to identify issues and reduce labor spending.

I managed resolution efforts and preventative maintenance for increased productivity and efficiency. I monitored switch upgrades and migrations including ZoneDirector to SmartZone migration, ZyXel, and Ruckus switching. I mentored client staff on solutions to fully utilize new and existing technology. I produced network documentation for internal teams using Trainual. I acted as subject matter expert to support core technology such as Bigleaf, RG Nets rXg Gateway, Ruckus Smartzone, Ruckus ICX Switching, ZyXel Switching, Mikrotik RouterOS). I prepared proposals for wide variety of network projects for clients. I executed major network troubleshooting techniques to examine and resolve problems within large geographically dispersed networks. I served as RingCentral SME on configuring site queues, marketing queues, phone troubleshooting, and end-user training.• Developed reporting in Manage Engine Service Desk to identify underlying network issues.• Created network documentation and a robust knowledge base for troubleshooting network issues.

In this position, I oversaw forecasting and staffing levels to meet service and productivity goals. I employed several operational processes to create an optimal customer service experience. I executed call center initiatives, managed utilization trends, and proposed operational improvements. I examined workforce performance, conducted support analysis, and supervised staffing change data for continuous quality and productivity improvement. I played a pivotal role as a customer escalation point for customer changes and issues during the implementation process. I worked as JIRA and ManageEngine Service Desk Admin to design, implement, and maintain custom workflows, screens, dashboards, fields, permission schemes, and post functions.• Directed operational activities of a call center that serves customers connecting to WiFi, ordering DIRECTV, and residential phone service.• Migrated from OS Ticket to JIRA Service Desk to better understand Call Center metrics and managed to spend as the company began to grow. Created a ‘single pane’ of glass to identify bottlenecks and inform on ways to scale operations.

During this short role, I developed an implementation run book to streamline the performance of employees moving to new spaces by providing resources to start work. I resolved facilities-related issues and optimized business operations by supporting and implementing the movement of personnel and IT equipment. I collaborated with vendors to evaluate proposals and assess expectations, cost, and quality. I enhanced processes and systems by creating new methods and operation manuals. I managed the invoice processes including chargebacks, logging, RFP's, and status updates for payment. I oversaw HVAC, facilities, and security access to maintain performance levels. I worked with an information system to process work orders, incidents, and personnel reporting.• Created 500 page "Run Book" for an office move and day-to-day run book for the office "One Team" operations.

• Utilized Cvent platform to build and maintain online registration websites• Managed project scope by assigning timelines and expectations• Provided meeting planners with attendee reporting and logistics• Compiled investment reports, binders, and presentations while working within tight deadlines

• Call center support, scheduled meetings, and conferences• Troubleshoot customer issues as they related to scheduling software• Provided over the phone AV and meeting production support• Scheduled and confirmed catering orders• Developed and updated operations manual for team daily use

• Arranged and oversaw building maintenance and repair projects• Introduced and implemented full-service catering company• Kept accurate logs in Excel – PO Management and budget reporting• Communicated with clients and contracted vendors to resolve issues• Provided office move coordination support

• Provided admin support answering phones and calendaring• Reception coverage which included parking validations, visitor log, and access• Covered multi-line switchboard and other assigned tasks as needed• Kept pantries and conference room clean and orderly• Replenished pantries with supplies and monitored inventory levels in accordance with the budget• Setup catered meetings which included the use of china for client meetings• Conducted spot checks on a regular basis and notified facilities services of issues

Administrative Support • Started baseline research for developing reality TV shows• Provided phone support and calendaring for two executives• Organized meetings with high profile clients and operated camera for casting shoots• Executed other assigned tasks as needed

Guitar Tech / Kiosk Tech / Artist Liasion • Provided guitar technical support to artists for Music Man Guitars • Worked with production staff to communicate daily expectations to artists • Interacted with concert-goers about products via word of mouth, fliering, and posters