Global B2B technology integration and data translation company specializing in the integration of eCommerce applications and procurement platforms, helping companies around the world do business and transact electronically online.Support sell-side and buy-side B2B organizations. Both rely on us to handle all the various touchpoints between procurement and business commerce systems.• Serve as the primary point of contact for clients and their support requests. • Troubleshoot, diagnose, and isolate issues within our product/service offerings. • Collaborate across departments such as software development and project management teams to escalate and resolve.• Maintain and exceed SLA policies to ensure customer satisfaction.

• Utilized custom software to ensure 1 hour to same day deliveries throughout greater Bay Area and Northern California.• Kept customers updated with accurate ETAs and communication for smooth deliveries.• Followed proper documenting and safety procedures, such as proof of delivery, vehicle inspection, and COVID protocols.

Small overview of my daily duties at Carbon Systems. • Provided personalized technical support to our MSP customers for hardware/software sold by CarbonSystems via phone, email, Zendesk ticketing system, or remotely via tools such as Microsoft Quick Assist.• Documented procedures, resolutions, process improvements, and guidelines on operations.• Ensured customers would receive support immediately, answering questions and or troubleshootingissues as soon as possible. Follow up calls if need be depending on severity.• Troubleshooted a wide range of products, from Windows 10 PCs, laptops, docking stations/USB hubs, thin clients, Windows 2016/2019 Servers, and monitor configurations. • Performed quality assurance based on remote and in house feedback to improve hardware and orsoftware defects, including working with software engineering department to better improve deployment process.• Communicated directly with our technical reps from larger suppliers such as ASRock and Intel toidentify, research, and resolve larger issues impacting specific hardware/software configurations.• Managed customer returns, including warranty replacements (RMAs) and following entire life cycle ofRMA hardware from end user to manufacturer.•Computer assembly experience. Building out servers, PCs, laptops, as well as advanced Windows deployments, including use of Microsoft Autopilot to ensure hardware was turnkey ready.• Performed sales roles. Customer sign ups, handling inquiries, processing purchase orders, quotes, providing hardware/software recommendations, and working with third party distributors for items not carried in house.

• Established clear objectives for all lessons, units, and projects.• Mentored and counseled students with adjustment and academic problems.• Encouraged students to persevere with challenging tasks.