Install and configure software and hardwareSet up accounts and workstationsMonitor performance and maintain systems according to requirementsTroubleshoot issues and outagesUpgrade systems with new releases and modelsWrite custom reports (Crystal Reports)Ensure security through access controls and backupsExpert knowledge of IT best practices, policies and regulationsDigital securityGood communication, including writing, speaking, and active listeningStrong problem-solving, critical thinking, and decision-making skillsGreat project management skills, including organization, planning, time management and prioritization

Act as the first point of contact and day to day Technical Support.Provide Level 1 and 2 support, as well as work with vendors on Level 3 support.Provide user access services.Research trouble issues, which affect multiple clients.Alert team members of recurring problems.Generate activity and status reports.Install and perform repairs to hardware, software, and peripheral equipment, follow design or installation specifications.Update configuration management tools.Develop and document procedures for performing configuration changes, updates, and upgrades.Provide on-going support of client technology.Participate in deployment of new or upgraded information technology and infrastructure projects, including assisting co-workers and vendor partners.Engage the hardware vendors on issues to remedy issues or escalate for support.Diagnose and resolve client workstation and mobile device hardware and software issues.Coordinate the resolution of escalation application, hardware, and software issues.Ensure all technical resources are available for meetings that include video conferencing. Monitor service-level objectives to ensure that requirements are met or exceeded.Make recommendations to improve performance and client satisfaction metrics.Follow up in a timely manner to ensure customer satisfaction.Track performance metrics.Review tracking log to identify recurring problems, or problems affecting a large number of clients.Recommend solutions to common problems and update frequently asked questions documentation. Evaluate, test, and recommend new products.Create, modify, and review documentation of issue resolutions.Develop and deliver documentation to ensure appropriate end-user support.Communicate technical information to both technical and no-technical personnel.Train co-workers on new or existing functionality or services.Provide technology onboarding to new employeesIdentify customer training based on common problems.

Utilized Microsoft Dynamics CRM database and SSRS and Power BI to provide reporting and database support to Marketing and fundraising.Worked in partnership with Information Technology BI team to audit data for quality assurance, cleanse data, and import and export data as necessary.Developed queries, generate lists and segment donor and campaign data to support donor engagement (direct mail or digital marketing). Developed reports measuring the effectiveness of fundraising efforts, overall and by segment.Developed reports for a pilot program - HIP (Health Information Program) in Uganda.Built reports for new implemented platforms.Technical Support on occasion when needed.Created a database for Mobile Dental Scheduling, and automated an SSIS package to run under an SQL Agent nightly.

Development of the “business facing” analytic layer of CRM applications (RightNow Technologies and Salesforce).Drove detailed project work plan, track and report on progress to stakeholders, facilitate and lead steering and functional team meetings, lead coordination of testing of new processes, systems or procedures prior to implementation.Identify, mitigate and escalation of risks, develop contingencies.Provide solutions to gaps, risks, and other issues within the project.Manage on-going Reporting requests.Created reports across various platforms (RightNow Technologies, Salesforce, AT&T, Cisco phone systems).Assisted in automating data updates.

Supported operational reporting needs for weekly, monthly, and quarterly dashboard and scorecard reporting, as well as standard day-to-day reporting needs.Strategic Analysis and ad hoc reporting for strategic reporting needs.Real time analytics and root cause analysis, comparing data from various databases and the Data warehouse. Created on-line surveys for closed incident cases.Monitored trends for FCR, NPS, and CSAT. Created reports in RightNow Analytics for various Business Units World Wide.

Provided Sales, Account Management, and the Sales Channel ad-hoc, weekly, and monthly reports. Prepared Sales presentations and provide analysis from multiple data sources.Maintained various contract and sales databases with frequent updates.Developed, designed, and generated reports and dashboards for Card Services management review.Ensured reporting and data integrity.Worked with other departments, such as Sales, Account Management, Finance, IT, as well as other business units to establish systems and processes necessary to support data collection and reporting.

Responded to emails and phone calls requiring sales and technical support.Assisted customers over the phone designing PCBs and using the CAD software.Quoted pricing for manufacturing Printed Circuit Boards. Assisted customer using the online quoting software.In-charge of Swing Shift calls, emails, and quoting. Tested the Circuit Board CAD software for bugs and report them.

Product Team Member for Video Solutions.Responded to customer’s inquiries regarding video, escalated from both internal and external.Maintained weekly statistical reports on the number of calls received for video devices.Responsible for communicating customer needs for video devices between Customers, Customer Support, Quality Assurance, Webmaster, and Engineering.Tracked issues, which arise with products and researching the issues to find solutions.Maintained technical information on a daily basis for both internal and external customers.Updated Logitech’s online knowledge database for video products.

Product Team Member for Video Solutions. Respond to customer’s inquiries regarding video, escalated from both internal and external sources. Maintain weekly statistical reports on the number of calls received for video devices. Responsible for communicating information for video devices between Customers, Customer Support, Quality Assurance, Webmaster, and Engineering. Tracking issues, which arise with products and researching the issues to find solutions. Maintain technical information on a daily basis for both internal and external customers to use. Update Logitech’s online knowledge database for video products. Research competitor’s products

Responded to Internet, faxes and letters sent in by customers requiring sales and technical support information.Internal support selling products to customers.Assisted customers over the phone in configuring RAID systems and software installation.Worked with the Distribution and Reseller channel. Maintained weekly sales reports for the sales group.Responsible for running Lotus Notes and the BBS Server.

Respond to Internet, faxes and letters sent in by customers requiring sales and technical support information. Assist customers over the phone in configuring computer peripherals and software installation. Work Trade Shows setting up systems, answering customer's inquiries.