• Resolved issues and escalated problems with knowledgeable support and quality service.• Resolved complex technical issues through effective problem-solving techniques and root cause analysis.• Improved system efficiency by implementing and optimizing hardware and software components.• Created comprehensive documentation for system configurations, procedures, and best practices to facilitate knowledge sharing among team members.• Administered and provide system owner level support for monitoring applications as well as third-party utilities and applications providing critical functions while adhering to policy standards.• Proactively identified and implemented automation and scripting that improve staff efficiencies and reduce the need for manual checklist completions.• Experience working with, administrating, and/or deploying various monitoring systems (e.g., Zabbix, AppDynamics, Thousands Eyes, Pagerduty, Statuscast, etc).• Experience with multi-platform corporate/enterprise environments including with Unix, Linux, Windows, Virtualization and databases (MySQL, MSSQL).• Assisted in the development and ongoing maintenance of multiple monitoring tools and types, to include hardware, software, virtualization, applications, services, storage, and databases, both on-prem and in the cloud.• Participated in annual Disaster Recovery functional drills, full scale tests and failovers• Assisted in the timely remediation of vulnerabilities identified in systems owned by the Operations Engineering Team

• Responsible for monitoring all production applications, telco, and systems.• Ensure the successful delivery of input and output files, contacting customers as necessary when files fail or are missing.• Monitor all application processing to ensure successful timely completion.• Submit and/or reprocesses standard jobs under documented guidelines.• Identify and report system and network issues ensuring all events are entered in ticket tracking application and escalated accurately.• Track and monitor escalated issues to ensure proper resolution.• Document all calls and events with detailed information regarding issue tracking and resolution.• Research customer or application errors and resolve basic issues according to documented procedures• Provide level I help desk support to internal and external users, resolving basic issues according to documented procedures and escalating to appropriate on-call staff as needed.• Participate in Incident Management events following escalation procedures as documented according to company policy.• Maintain and update documentation used to perform to daily duties.• Complies with all security policies and procedures, to ensure that the highest level of system and data confidentiality, integrity and availability is maintained.

• Conduct keyword research, competitive analysis, content optimization, meta-tag creation, link development and other SEO related activities.• Pro-actively provide strategic recommendations applicable to clients' business models, expectations, and goals.• Monitor, Troubleshoot, and report on metrics such as page ranking, site traffic trends, effectiveness of site optimization etc.• Evaluated and conducted technical and functional research and analysis on websites.• Make recommendations and develop technical design and strategies to improve website performance.• Identified and corrected website performance issues.• Maintained records of daily data communication transactions, problems and remedial actions taken.• Monitored network performance and provided network performance statistical reports for both real-time and historical measurements.

• Communicate with customers to investigate and resolve complaints.• Work in a team environment to pursue creative solutions to service failures.• Provide compensation to customers when appropriate.• Assist American Airlines in continuing efforts to improve customer service by collecting complaint information.• Investigate customer complaints using a variety of software systems.• Collaborate with Customer Relations Departments from our partner airlines to ensure that customers receive a consistent level of service.• Work with other departments to resolve service failures and maintain customers.

Supported DHL customers by providing phone and remote connection assistance with website and DHL hardware. This includes: • Researched and determined business requirements and technical specifications for the development, modification, and expansion of new and current DHL-provided end-user shipping programs and systems.• Configured and installed shipping systems on customer premises, integrating with customer's back-end database systems.• Worked independently in troubleshooting, resolving, assigning and documenting all hardware and software issues; accurate, quality detail entry in global trouble-ticket tool, GSN • Answered all customer and support personnel questions from general (FAQ's) to highly technical (system integration).• Provided second-tier technical support to internal professional roles (FAS, Sales, Resellers, BSC to name a few) and external revenue customers for all hardware/software installation, configuration and maintenance of customer shipping solutions, and online applications.• Identified and facilitate appropriate repair services by based on priority and severity evaluation; cradle-to- grave incident resolution and escalation process engagement for optimum customer availability and cost benefit.• Performed the most complex and technically demanding work in area of specialization Contributor on a project or specialty work team.• Performed data/media recovery through system backups and import standards utilizing one or more remote solutions for DHL and Customer System connectivity.• Performed software and hardware installation and configuration for all customer-based shipping solutions; responsible for optimizing customer operating systems and shipping application(s) in support of individual client's business needs.• Developed, coordinated, performed, and documents offline and online software/hardware testing and debugging to ensure functionality and quality; created test plans based on functional requirements and executes.

• Supported SEO customers by providing website editing and site management.• Build and managed the development and implementation of marketing websites for assigned customer.o This includes: Implementing onsite SEO factors such as title tags, 301 redirects, tracking codes, create landing pages, and website rebuilds.• Made a number of onsite changes, coding adjustments, and edits to a wide variety of website and platforms.• Installed and managed various CMS applications to deliver fully functional website in programs such as:o Wordpress, Drupal, Joomla, Opencart, Oscommerce, Weebly, Magento, Homestead Sitebuilder, etc.• Managed Template and Plugins across the various CMS applications Provide customers with video guided walkthroughs of the Wordpress platform Ensuring all site meet the basic requirement of search engines.• Developed compelling and individualized content for assigned customers as part of their online and offline marketing campaigns.• Managed new SQL driven website development and website updates projects to ensure on-time, on-budget and on-scope delivery.• Coordinated marketing project deliveries with key third parties used to implement elements of the customer campaigns, which are not natively developed by EIG.• Help define, implement and refine new and existing marketing offers, delivery processes to optimize the web marketing program of EIG.

• Responsible for leading a team of front-line professional services agents providing Web Concierge services.• Provided guidance, coaching and motivation to reps to achieve performance targets for quality, productivity and sales.• Worked within the team to provide support for all aspects of the customer service experience delivered by their agents including escalated issues, as required.• Proactive about perusing knowledge of policies, procedures, tools and technical skills.• Responsible for all evaluations of agents for ongoing performance improvement and for annual reviews.• Responsible for all disciplinary actions for performance and behavioral issues up to and including termination.• Assisted the VP of Professional Services with coming up with ways to increase revenue, skillsets, and training for the team as well as other departments.

• Installed, managed, and designed various websites using various CMS applications.• Performed routine account maintenance.• Provided Technical Support review of customers sites, suggest improvements, help provide knowledge of how to increase their web presence.• Proactively work with customers to help them understand their needs and goals.• I assisted customers with learning and using Third Party Applications (Wordpress, OpenCart, Joomla, etc.).• Assisted customer with making coding modifications to their site, troubleshooting, and configuring email applications.• Provided help desk support when needed.• Quickly and professionally respond to technical support requests that come in via phone, e-mail and Remedy ticketing system.• Troubleshot and resolve a variety of technical issues regarding networks, client/server systems, PC's software, PC imaging, Active Directory Maintenance, desktop application software, and peripheral devices; escalate issues as needed.

• Provided communication and training to Representatives regarding policies, procedures and tools.• Identified the developmental needs of others and coach to improve their operational Knowledge and/or sell skill in a structural manner.• Partnered with Quality Assurance to develop and execute training programs.• Motivated employees to achieve performance standards of quality and quantity.• Identified and communicate common customer trends to Supervisor and Managers.• Identified incorrect escalations, and work to ensure that issues are escalated properly.• Used all available resources (documentation, other teams such as Product Management, Engineering) to analyze and troubleshoot client issues through resolution with the end goal of client satisfaction.• Support Microsoft Active Directory, Microsoft Exchange, Microsoft Windows Server and other applications.• Quickly and professionally respond to second level (Tier 2) technical support requests that come in via phone, e-mail and Remedy ticketing system.• Troubleshot and resolve a variety of technical issues regarding networks, client/server systems, PC's software, PC imaging, active directory domain setup, desktop application software, SQL, MS Access, and peripheral devices; escalate issues as needed.