*Hardware and software troubleshooting for an EHR software suite (EMS, Fire, Dispatch, Personnel Management, Quality Management, and Billing)*Creating, generating, and optimizing Adhoc reporting*Defining and identifying emerging issues while maintaining prioritization with a rigorous attention to detail*Multicommunication approach for client support (I.E. retaining Livechat, screenconnect, logmein, phone, and/or email correspondence simultaneously)*3rd party integration and troubleshooting for software (ECG, license scanner connection and troubleshooting)*Create or edit client contacts and ticketing through Salesforce*Extremely Deadline oriented

*Utilized PL/SQL to create, update and analyze, all client specific or company wide, wireless carrier data in multiple environments.*Created, updated, and maintained XSLT templates for XML data to client and internal requested specification.*PGP encryption troubleshooting and problem solving.*Modification and implementation of language packs for site translation.*Collecting, resizing, and editing client and carrier logos with a high level of fidelity.*Exporting procurement settings for modification of policies based on new client procurement requirements and strategies.*Maintained a strong standard for testing data accuracy and integrity by running a bi-weekly push from staging environment into multiple testing and production environments.

I demonstrated my exceptional customer service, listening, problem solving and interpersonal skills by establishing and building relationships with internal and external clients. Through strong verbal and written communication I would diagnose, troubleshoot and resolve (often including a needed follow up) issues in a fast-paced environment.Supported international and domestic customers with a wide variety of requests: mobile device issues, changing features, carrier bills and usage information, statistics query and breakdown of aggregate data, BES and Active Sync troubleshooting, support with order placement, tracking and adjustments through proprietary online portal. Issue tracking and documentation through Salesforce. Short SLA, SAS 70 compliant

Technical support lead for Sims (EA) productsI would field calls as an advanced support and manager role, as well as standard support calls. The role required hardware and software troubleshooting as well as record documentation through Salesforce. Assisted supervisor position by facilitating managerial duties, including but not limited to:Queue Monitoring and Routing with related metrics breakdown through Excel. Identifying, tracking and solution implementation for emerging issues. Basic on the job training and assistance. Emerging issue tracking, development of solution process documentation for online support resource.

Tier 2 technical support, escalations liaison for XBOX and XBOX 360 services and products. I really cut my teeth on customer service here. Primarily dealing with connection and router troubleshooting, I learned the best methods for assisting an inexperienced customer in navigating their pc and educating them on simple steps to ensure future connectivity. Aside from billing, the occasional BBB responses, and some issue tracking for multiple games, and hardware troubleshooting, I worked with the customer for online service support.