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.