•Ensures the end-to-end customer experience and provides a single point-of-contact for E trade Staff•Assign and deploy privileged access management products tools and solutions•Analyzes and resolves incidents and requests regarding use of application software or hardware. •Logs and tracks incidents and requests from identification through resolution. •Follows up with other support staff (service resources) involved in resolution to ensure incidents are resolved, requests are filled, and the customer communication is complete. •Working in a high volume environment supporting •Active Directory •Windows 7,10 and 11 •MAC support •BMC Remedy •Bomgar •Chat support (Slack) •Office 365 •Remote access (VPN)•(Citrix Mgmt Console) (VDI) •Jabber •Remedy Support • Basic SharePoint troubleshooting• Meeting collaboration tools (zoom, team, webex) • enterprise voip calls tool•

-Managed maintenance of Appetize point of salesystem by providing technical configurations andrecommendations for products such as mobileordering, suites, self serve kiosks, loyaltyintegrations, analytics, etc-Mobile device administration of 50,000+ devicesusing tools such as Airwatch, Eloview and PAX.-Zendesk administrator and owner of KPIdashboards for the application support team andsenior management-Support the clients step by step by checking the hardware or diagnosing the source of the problem.Focused on helping small businesses and restaurants compete and win with technology to better connect with their customers-Analytical ability to gather customer information to diagnose issue with analytical data, software bugs, or product outages.-Coordinate, collaborate, and facilitate with all SpotOn departments to ensure merchant requests/concerns are handled timely and appropriately.-Provide appropriate solutions and alternatives while maintaining patience with callers.Follow through the entire inquiry process to a permanent resolution to ensure customer satisfactionEnsure proper functionality between software andhardware by testing configuration use casesprovided by clientsCollaborate with product managers, developers ancthe client success team to determine priorities andtrack the development ticket throughout the productdevelopment life cycleWork cross-functionally to triage businessintelligence JIRA tickets and validate/invalidatesubmitted reporting errors using Snowflake, MySQL.- Build custom dashboards using Tableau that depicitrends and patterns of information but not limited torevenue reports and item sold reportsDevelop and manage SpotOn's knowledge base of1,000+ articles, including 1 on 1 training

Coordinates, diagnoses and troubleshoots incoming end user requests. Provides technical support services to end users either local or remote with problems or issues related to information technology services including but not limited to: applications, workstations, Vpn, RDP, Exchange Management and SMPT, Spam messaging, conference rooms, collaboration services, and network services. Provides timely resolution of problems or escalation on behalf of end users to appropriate next level of technical support personnel in alignment with established service level agreements (SLAs). Provides case status updates to management and end users. Supports and maintains effective relationships with end users. Maintains and updates records in tracking databases within established SLAs. Alerts management to emerging trends in incidents, problems, or issues.Overall SummaryFully proficient support individual contributor.Works under limited supervision.May be a resource to other employees in areas of expertise.Assignments are moderately difficult requiring some judgment

•Serve as the initial contact for reporting technical issues, and answering questions with detailed knowledge of both the hardware and software deployed as well as the delivery methodologies available to bring applications in the most efficient manner.•Effectively communicate with requester in a clear, positive, and professional manner•Accurately diagnose client technical issues; gather the necessary information; and perform standard, preliminary research using all relevant available resources•Effectively implement the steps found in available resources by following the instructions and using a variety of remote access, user admin, and related tools•Clearly and thoroughly document requests for assistance in our ticket management system, and track incidents through to resolution/escalation (per client guidelines)•Through surveys and feedback, received over 85% "Excellent" rating in Friendliness,Timeliness, and Quality of Service. Over 90% first resolution Rate.• Gained responsibility of Team Mentor: Serve as the Training Development liaison by applying skills and critical thinking related to position to prepare and guide new team member for a career with Intelliteach. Additional responsibility of creating and editing knowledge base and research materials.• I worked with programs and environments such as Citrix desktops, RSA portals, Microsoft Authentication, Vmware, Proxy, etc.....• Dedicated Level Management: View and monitor all support incidents in area of responsibility, proactive knowledge sharing, serve as liaison between users,IT Support Manager and technical groups to resolve issues. Provide remote Tier 2 operational support, maintenance, problem solving, configuration and installation.

Monitor and respond to tickets logged into the Helpdesk ticket system or called into the support line. Ensure timely completion of all support requests and logging of final resolution.Analyzes software and hardware problems reported by the end user and determines best course of action to take to correct problem.Create new user accountsSetup Cisco VOIP phones and Cisco JabberDevelops standard software installation packages, familiarity with technologies to reimage desktops and laptops.Install and configure hardware and software, and apply appropriate patches and updates in a timely fashion, and resolve any compatibility issues.Maintains inventory of all company hardware and software for warranty purposes and ensuring licensing compliance.Familiar with Active Directory and ExchangeFamiliar with SCCM and imaging computersFamiliar in the use of RTS (remote technical support) and management tools, like ScriptLogic’s Desktop Authority, TeamViewerBasic understanding of TCP/IP, DNS, DHCP, Routing

Part of a team of healthcare professionals delivering activation services to our clients. We help healthcare organizations successfully implement technologies that benefit their employees and patients. -Provide module specific support to clinicians using EMR systems -Ability to work closely and effectively with physicians -Assist with collecting data for reporting of issues - Must possess expert knowledge in the modules/areas expected to support -Ability to work independently and with direction

- Provide Tier I support and engage Tier II and Tier III when applicable- Troubleshoot hardware, mobile devices, printers and various legal software. - Manage accounts utilizing RSA, Airwatch and Active Directory- Assist users with document formatting- Facilitate the approval process to expedite resolutions

Smart phone and personal computer service repair service with a strong focus on customer service.Founded in 2012. It support departments with real time order issues such as download failure and software problems. Test equipment to determine cause of the problem. Contact software vendor as necessary to obtain resolution or determine action needed. Perform upgrades, maintenance, troubleshooting.

• Provide the first impression for all visitors into the Sunrise community. You will be responsible for greeting potential residents, families, visitors.• Take part of a dynamic and talented team of professionals dedicated to the highest standards of excellence and quality of care, while offering compassionate care and home environment for residents. Other responsibilities include monitoring the Bistro area for refreshments, music, cleanliness as well as general administrative duties. It will be your role to support the welcoming and supportive feeling of a Sunrise community • Managing both external and internal calls, taking and communicating messages from visitors and between departments. • The Concierge provides an overview of community information to those inquiries in support of the marketing and sales efforts.

 Sold bundled Data and Video services to residential customers in wired serviceable areas.• Describe and demonstrate the features, benefits and value of WOW! Internet and Cable product offerings, services and billing procedures. • Maintain company established homes passed objectives, prospect, closing standards, bundling objectives and sales production standards, with a focus on retention and churn management. • Schedule customer installations in compliance with company policies and procedures.  Provide assessment of customer premises to identify special wiring or hardware needs in order to ensure timely and efficient and completed installation

 Increase video, high-speed internet, and voice services penetration in assigned Sweep areas through door-to-door sales and in retail environments to current, new, and former residential customers. Consult with customers and prospects to promote the breadth of products and services within the assigned area. Learn customers’ short term and long-term needs and recommend products and service applications to meet those needs.  Consistently meet and exceed sales goals within the guidelines established by local market.  Independently establish and organize daily sales initiatives.  Generate business through acquisition and upgrade sales to addresses within the Assigned Sweep area.  Implement effective sales closing techniques to ensure product installation goal is achieved

I assisted in a free pre-school program for children ages 2 ½ to 5. We provided Full day and part day classes are available as well as home-based options.