Handled continuous project monitoring and management by developing forecasts, tracking expenses and approving payments.Communicated with clients to convey deadlines, scope of work and potential challenges throughout project timeline.Input accurate account data to efficiently update company database and maintain detailed records.Instructed new hires on administrative procedures and company policies, closely checking work to verify performance.Organized workloads to streamline tasks and efficiently oversee day-to-day operations under tight deadlines.

Maintained log of system issues and conveyed customer feedback to product development staff.Investigated reported issues, coordinated with internal teams and devised strategies for responding to customers.Translated complex, technical concepts into easy to understand language to assist non-technically oriented customers.Mastered new products, developed advanced technical knowledge and applied new skills in fast-paced environment.Met statistical metrics regarding ticket and contact quality, first call resolution, attendance and productivity.Documented problems and solutions to train lower-level support on how to address customer technical issues.Used remote control and assistance tools expertly to support non-local customers.

Upgraded laptops/desktops, improving speed and performance.Installed, configured and set up PCs for optimal operation and reporting.Organized repair and replacement of PC components and systems.Assisted end-users with software and hardware troubleshooting to determine causes of system malfunction.Updated and reconfigured existing and new computers with current software and operating systems.

Game Master for Call of Duty ELITE Operations.Services rotate around various forms of analysis and investigation, in an effort to optimize the ELITE service and provide our customers the highest levels of satisfaction (details covered by NDA).Lead and managed various small teams within the work group on a variety of projects. Includes training, peer review, editing, and legal documentation.Occasional duties include: Customer support (ticketing and live chat), forum moderation, and quality assurance (play testing / analysis).Worked with off-site teams to complete timely tests and facilitate smooth product releases.Monitored and facilitated bug resolutions to optimize software.

Provided quality customer support to users with issues regarding offline websites.Troubleshoot DNS configurations so that website addresses would direct to appropriate page.Directly and indirectly modified user code so that website would work properly.Guided end-user through website templates and html code for website.Assisted users with E-mail configuration such as adding accounts and passwords.Provided help for customers with billing issues and sales questions.Received up to 20 inbound calls an hour that could last up to 15 minutes each depending on technical difficulty.

Solved user issues while ensuring the user experienced great and professional customer service.Guided end-users through MySpace templates and third-party software to customize page.Provided professional assistance to users regarding Cyberbully, Imposter, Underage and Deceased user accounts.Worked with Microsoft Outlook, Word, SalesForce, and MySpace backend software.Helped create solutions for tier 1 agents and also created personalized solutions for users.Solved user issues while ensuring the user experienced great and professional customer service.Received up to 20 inbound calls an hour that could last up to 10 minutes each depending on technical difficulty.Trained new employees.