• Provide Tier1 and Tier 2 support to clients through phone and email with a focus on customer support and efficiency• Created procedures, templates and training guides that are used company wide• Led a project to streamline procedures into ticket templates with a focus on standardizing notes and tying troubleshooting steps into one location• Focus on strong, concise, consistent documentation so notes and configurations can be used to assist others with future troubleshooting around similar issues• Trained new employees through call shadowing, one-on-one process training, and ticket audits to promote excellence in strong notes and customer service• Assist technicians with technical questions through walkup consults, IMs and emails to help enable better technical understanding and empower them to resolve tougher issues• Have a good understanding on what is happening both internally and with clients to spot possible issues that may have larger impacts or a singular root cause • Deal with technical and relationship escalations through strong technical expertise and listening skills to resolve issues efficiently

• Provided first class client support by being the first point of contact for support tickets via phone, email and tickets, ensuring all tickets were responded to in an expedient manner, scheduling onsite service calls, and following up with clients regarding ongoing and sensitive issues• Administered LabTech Monitoring software using my extensive knowledge to automate reports, patch management, maintenance tasks by creating LabTech scripts, and utilizing new and existing LabTech plugins• Administered ConnectWise ticketing system, including creating workflows to automate report generation and administrative tasks• Created processes for service dispatch, new workstation deployments, server deployments, email migrations, client onboarding/offboarding, and ticketing structure with a focus on long term usability and growth• Proven strong time management skills, displayed by being able to prioritize incoming and existing ticket requests, balance ticket support, NOC tasks, and administrative tasks• Delegated daily backup checks, service status and reporting, with a focus on ensuring consistency, efficiency, and proactively resolving service issues• Worked closely with vendors to facilitate software integrations, email migrations and software deployments• Strong familiarity with Active Directory to create Group Policies, user accounts, file shares, and system deployment• Set up and maintained Windows Server 2012 R2 systems, Windows 7 and 8 PCs• Worked as an internal consultant with regards to vendor management and procurement, process improvements, and documentation standards by attending product meetings and creating recommendation reports to assist administration with finding new vendors and services• Provided coaching and training to helpdesk agents by auditing timesheets and tickets, focusing on documentation consistency, troubleshooting, and efficiency to maximize employee utilization as well as acting as the first point of escalation.

• Respond to requests for DVR and alarm panel assistance for a 600 store contract with a 4 hour SLA,• Proactively monitor all accounts to ensure there are no issues with installed alarm systems by running and analyzing reports to ensure all alarm systems are running correctly• Excel at prioritizing incoming ticket requests, customer contact, and alarm reports to ensure all issues are responded to and repaired in a timely manner• Assist in PIN changes and programing of alarm panels through DLS software• Diagnose and repair alarm panels, DVR PCs and internet connections remotely by phone, remote desktop, and on bench• Assist technicians and customers via remote desktop and over the phone with DVR and alarm panel programming and troubleshooting• Create processes to streamline user updates for a large contract to ensure all PINs and contact information is up to date• Assist in streamlining internal processes to ensure all information is passed accurately between office staff, IT support and field technicians enabling more efficient support• Update contact lists, contracts and DVR inventory to ensure accurate information for internal use• Assisted in finding solutions for large wide spread issues by performing indepth data collection and data analysis to find and correct root causes

• Excelled in assisting customers in an ever changing, fast paced call centre, troubleshooting Internet, Phone and TV issues through inbound and outbound contacts• Excelled at selling upgrades, and core products to new and existing customers• Consistently provided accurate troubleshooting, was quickly able to balance business and customer needs through excellent product knowledge and exceptional customer service• Assisted in multiple business improvement projects including Work Order Audit team, and Technical Loyalty Care• Organized and led a small team (Technical Loyalty Care) that assisted customers who had repeated technical issues, and provided personalized support through phone and email to these high risk and escalated customers• Created tracking sheets, processes, metrics and training documents for Technical Loyalty Care that are currently being used nationally• Identified holes in communications, and processes that lead to unnecessary expenditures, and worked with multiple departments through phone, email and in person to create streamlined process improvements, and more effective troubleshooting• Identified trends in repeat calls to locate the true root of ongoing issues, to eliminate these call drivers • Communicated effectively through email, assisting service technicians in the field as they ran into issues doing installs, or if they needed additional troubleshooting support• Assisted CSR Support and TSR Support as a member of the Farm teams• Mentored new and experienced TSR Agents in sales, work efficiency and troubleshooting • Showed effective time management skills by balancing meetings, administrative work, managing and reporting team metrics, while contacting customers and resolving ongoing issues