• Provide assistance in training of Support agents for Software Support• Proactively escalate potential issues or anomalies to management• Identify and recommend improvements to our internal support tools and drive scalable solutions to support our growing customer base• Provide exceptional customer service through phone, email, chat, etc.• Become an expert on both financing and sales/operations workflows• Be a knowledge resource and an escalation point for our customers• Involved in UAT for new tool resources• SME (Subject Matter Exper) in EverBright's solar financing platform• Provide solutions to problems while educating and training our customers• Document customer interactions with accurate and detailed interaction logs• Serve as a voice of the customer and work with the team to improve our program and processes• Work with team members, supervisors and management to adhere to quality standards and achieve service level goals• Create a positive work environment through collaborating with direct teammates and internal stakeholders

• Provide exceptional customer service through phone, email, chat, etc.• Become an expert on both financing and sales/operations workflows• Be a knowledge resource and an escalation point for our customers• Provide solutions to problems while educating and training our customers• Document customer interactions with accurate and detailed interaction logs• Serve as a voice of the customer and work with the team to improve our program and processes• Work with team members, supervisors and management to adhere to quality standards and achieve service level goals• Proactively escalate potential issues or anomalies to management• Identify and recommend improvements to our internal support tools and drive scalable solutions to support our growing customer base• Create a positive work environment through collaborating with direct teammates and internal stakeholders

• Confers with patients by telephone or in person to provide information or obtain details of issues• Keeps records of patient interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken• Obtains and examines all relevant information to assess validity of complaints and to determine possible causes• Contacts patients to respond to inquiries and notifies them of investigation results or any planned adjustments• Checks to ensure that appropriate changes were made to resolve patient’s issues and/or questions• Escalates and refers patient’s grievances to designated supervisor for further investigation as appropriate

• Provide software technical support assistance to merchants and ISO (Indepent Sales Organizations) working with the Exatouch POS machines and card terminals • Create call logs of the merchant’s concern within ISO Interface ticketing system • Review and troubleshoot the reported issue with the merchant and ISO via TemViewer and phone • Provide documentation for supporting all in-house developed applications • Maintain a high level of awareness of potential merchant network issues • Maintain a high level of support by ensuring support call log SLAs are met • Maintain ownership of problem ticket through final resolution • Manage and ensure optimal operation of all Exatouch POS machines and Exatouch software

• Provide software technical support assistance to studios (gyms) working with the Orangetheory Fitness software application• Create cases of the studio staff concern via Zendesk ticketing system• Review and troubleshoot the reported issue with the staff member via GoToAssist, Email and Phone• Provide documentation for supporting all in-house developed applications• Maintain a high level of awareness of potential in-studio/OTF network issues• Develop new methods for streamlining support and reducing turnaround time to customers• Maintain a high level of support by ensuring support ticket SLAs are met• Monitor network connectivity of devices in studio• Establish service level agreements with end users• Maintain ownership of problem ticket through final resolution• Manage and ensure optimal operation of all OTF applications• Oversee the administration of user accounts, permissions, and access to IBM Maas360 dashboard• Document technical articles and software training knowledge base

• Provide software technical support to end-users working with the e-Builder application which is a hosted Software as a Service (SaaS) • Perform upfront/preliminary incident analysis to understand the impact, severity and risk of the problem• Create cases of the end-user's concern via Salesforce ticketing system• Review and troubleshoot the reported issue using screen sharing software, GoToMeeting or LogMeIn• Reproduce the reported problem on e-Builder testing environments to escalate if deemed as a defect• Acting liason between e-Builder and Miami-Dade Water and Sewer Department• Establish weekly conference call via GoToMeeting with Miami-Dade Water and Sewer Department to discuss case statuses of open cases maintained on a MS Excel report• Dual role responsibilities as a phone support analyst and web team analyst• Engage with internal teams on behalf of end-user to ensure problems are solved promptly and effectively• Provide appropriate level of support and guidance (How To or Training) to end-user with e-Builder applications and procedures regarding the current software issue, defect or license renewal discrepancy• Minimize issue resolutions time-frames through case aging metrics

• Provided team lead support to Customer Service agents within NA, EMEA and India • Assist agents with inbound calls or cases related to all the Citrix product line for technical and non-technical inquiries• Closely oversee the CS LAC team and adjust/maintain agent scheduling• Monitor calls and review case creation in order to provide constructive feedback to the agents for coaching purposes• Coordinate Spanish or Portuguese conference call translation between LAC agents and Technical Support Engineers via Citrix-GoToMeeting to leverage language help with a customer • Communicate process changes to all CS teams via e-mail, chat rooms or meetings to align proper efficiency amongst the teams• Engage with different internal teams to support on behalf of customers regarding issues of post-sale/renewal sales, return authorization request, data entry discrepancies, technical issues…etc.• Review Metrics and KPI with CS agents to display quarterly expectations/goals• Provide on the job training or mentorship for new hires to assist while on the floor • Work CS related cases as needed in order to help reduce excessive case backlog• Assign CS cases to agents of LAC, EMEA, NA (Level 1 or Level 2) • Assist in taking over a call from an agent to help provide proper customer satisfaction results• Cross reference product serial number on behalf of the frontline support engineers in SAP R3 and Salesforce for TS entitlement/warranty accuracy, efficiency and quality assurance• Objectively review potential candidate resumes and coordinate interviews• Investigate escalated cases or concerns to provide a root cause of the problem• Assist in modifications to standard operating procedures for the customer service process

• Provide Triage front line support for all NA calls related to all the Citrix Product line• Created service request via Siebel CRM of the customers concerns by auditing the information provided, then do a consultative transfer to the appropriate Silo Support Group for further troubleshooting action• Cross reference NetScaler and Cloud Bridge serial numbers on behalf of the frontline support engineers in SAP R3, Vantive CRM and Seibel for technical support/warranty accuracy, efficiency and quality assurance• Log data into Excel controlled spreadsheets on SharePoint to log and keep track of IP data discrepancies, hardware one time exceptions and manager approved extended maintenance request from sales • Maintained calendar for support engineers working the weekend shift• Investigate possible renewal sales quotes via Salesforce for expired NetScaler and Branch Repeater appliances• Handling of all NA calls in the average of 8 minutes per call• Create and modify standard operating procedures for the Triage team• Spanish conference call translation for support engineers via Citrix-GoToMeeting• Engage with different internal teams to support on behalf of customers regarding issues of post-sale/renewal sales, return authorization request, data entry discrepancies

• Help desk technical support for internal employees and business partners of Assurant• Password resets and profile account enabling via multiple internal tools • Follow up with users via email or call backs on escalated issues• Data entry of user concerns through the ticketing system HP service desk

• Provided technical, administrative, logistics and operations support to over 70 international distributors for Microsoft’s Latin America and Caribbean customers and staff• System tool troubleshooting for internal and external Microsoft applications• Primary contact for operations OM (Order Management) support for Xbox 360 in the LaTam Region• Worked along side with the logistics team to resolve any delays in purchase orders or systematic issues in the following Microsoft license programs: Open, FPP and Open Value. Create special pro forma invoices for distributors shipping into Venezuela. Ran daily back order reports on open PO’s for auditing purposes• Communications via web responses in the ticketing system Siebel (MSE) or conference calls with Latin distributors, internal Microsoft and other parties• Participate in month and quarter end closing. Data entry of PO’s and credits for distributors in SAP GUI (sales and distribution) version 7.10 and SAP R/3• Proficient in SAP transactions: manual releasing orders, modification of purchase orders, setting allocation blocks at a sku level in an order and/or creating delivery blocks, re-prioritizing an order for future date release, canceling deliveries, repeating an EDI signal on a delivery transaction, creating variants to run sales or operations reports

• Customer service support for Tiger Direct and technical phone support for Spanish AOL, Ultra products, AMD and Intel• Also handled all web and email support for Tiger Direct & Amazon.com• Data entry of Tiger Direct & Amazon orders in MAC and AS400• Maintained and excel spreadsheet log of follow up calls/emails of dissatisfied customer• Password resets and profile account enabling • In depth customer management to acquire and retain customers and increases customer satisfaction • Spanish technical support and customer service representative• Follow up with users via email on Outlook or call back regarding escalated cases• Liaison between departments to locate the solution to an open ticket• Documentation of user concerns in the internal ticketing system MAC

• Responsible for assisting all customers with their questions about any of our supported software and computing platforms to the best of his/her ability, in a professional and courteous manner• Software technical support for Motorola Nextel and TELUS Mobility• Also responsible for supporting Southern Linc 2-way walkie-talkie cell phones• Troubleshooting java applications and ringtone downloads• Tracked and routed problems and requests and documented resolutions• Prepared activity reports on a weekly basis• Responsible for functions which range from routine to complex within assigned operational area• Provides recommendations and best practices to project managers related to user security set-up for new applications/initiatives• In depth customer management to acquire and retain customers and increases customer satisfaction • Stayed current with systems information, changes and updates within Motorola • Motorola applications support for Windows 95 – XP Home and Professional.• Data entry in Vantive CRM diagnose and resolve technical hardware and software issues• Responsible for researching questions using available information resources to resolve issues• Advised users on appropriate action to troubleshoot • Worked in a fast paced call center environment

• Technical phone support in troubleshooting hardware / software issues related to Gateway Desktop computers (Win95-WinXP Pro)• Case Manager for Gateway resolving escalated issues• Data entry in Vantive CRM