Managed team of 10 individuals remotely for 24/7 support including their: career growth, performance reviews, and technical trainingsResearched global support expansion opportunities including locations in Philippines, South Africa, Mexico, and TN USADeveloped and executed plan for bug reporting / resolution through multiple Engineering teamsCollaborated with multiple departments to implement plan for partner support related to SLA improvements & overall escalation processKCS (Knowledge Centered Service) article implementationSalesforce - Case View Management, Reporting, and Improvements to Data CollectionJira - Dashboard Management, Project / Workflow Administration, Issue Reporting

Support Product on multiple platforms: Web, Linux, Windows, Mobile (IOS/Android)Tier 1/2 working directly with customers, contractors, CSM's, QA, and EngineeringBug Testing / ReportingPhone, Chat, and EmailDocumentation - Salesforce Articles & Confluence WikiOperationsProcess Improvements - Customer Escalation Management, New Employee Onboarding, Contractor Resources, CRM flow and data collection improvements, CSM reporting, Jira Project Management

Help Desk - System ImprovementsKnowledge Base - Search OptimizationDesktop Support

Tier 3 Support for customer issues focused around relationship management, order processing / fulfillment, and technical support (software and hardware)Onboarding for new customers and VIP customers for major releasesManaged enterprise ticketing system and implemented plans for scaling system to manage support for customer growth from 500 to 100,000 customersLead weekly KPI reporting to executive team including customer issues for Sales, Finance, Logistics, and Technical SupportTrained team on how to handle hardware / software technical support issuesMentored team in professional development focused on identifying strengths and weakness in order to continually develop improvement plans with measurable KPI’s

Main point of contact for all IT issues for small startup of 50 employeesManged Windows / Mac desktop environment for both hardware / software supportImplemented ticketing system to improve efficiency of IT DepartmentIT asset management and stock inventory for unit testing

Trained service team on computer/iPhone triage, diagnostic testing, and hardware repairsManaged inventory of replacement components for service centerLead service team on monthly unit repairs and maintained high customer communication and CSAT scores

Managed all support for 1:1 Mac computer environmentLead student and teacher trainings on improving technology use in the classroomCreated 5 year plan for technology program enhancement with milestones every yearLead admin team in designing and implementing plans for improving student retention and recruitment

Managed marketing team responsible for recruitment, retention, and partnership building in local communitiesLead annual major fundraising operation that focused on community outreach and serviceDesigned all printed media and provided photography for marketing materialTaught the following courses: Yearbook, Photography, Foundations of Art, Ceramics, Drawing

Data Entry for Equipment CostingQuote generation and AP billingData organization