Elaina Yu Email & Phone Number

• Coordinate project activities, including resource allocation, timeline management, and documentation, ensuring seamless execution and adherence to client specifications and company standards at FORTNA• Manage and maintain system tools and resources for all remote support technicians• Establish VPN accounts for entire remote support team and ensure constant connectivity• Create and revise support contract proposals• Manage customer invoices and submit change order requests to ensure payment is received in a timely fashion

Norcross, Ga

• Monitor and repair advanced automation equipment, ensuring compliance with operational protocols.• Provide technical support for conveyor systems, sorters, photoeyes, and HMIs, maintaining system efficiency.• Offer round-the-clock client support, facilitating issue resolution by remote access orcoordinating with engineers• Employ MySQL for database troubleshooting and manage a ticketing system for effective tracking of support activities.

Greater Atlanta Area

• Enhanced regional turnaround time and established a leadership presence in the market by becoming the Subject Matter Expert (SME) for Outlook Mobile Support, leading to a top performance ranking in the area.• Resolved thousands of support tickets and provided comprehensive support across multiple store locations, improving service quality through mentorship and effective follow-up.• Administered facility-related support and escalated complex issues using ServiceNow, while delivering multi-faceted technical assistance including OS reinstalls, hardware troubleshooting, and virus removal.• Supported business development by assisting with events, consultations, and order processing, and by servicing a diverse client base, including enterprise, government, SMB, and educational institutions.

Greater Atlanta Area

Ambitious sales leader who helped every aspect of the store! • Demonstrated expertise in product features and benefits, contributing to consistently high sales performance by ranking within the top three sales associates.• Provided comprehensive customer support by addressing inquiries at the Answers Desk and managing inventory, enhancing customer satisfaction and operational efficiency.