• Developed product requirements using Agile methodology and drafted product design to meet customer specification.• Performed extensive research and competitive analysis to inform product development decisions and improve overall product quality and performance.• Facilitated customer feedback meetings and transcribed requirements into user stories, prioritized product backlog and assigned tasks to engineering teams.• Participated in the design and development of prototypes to ensure customer needs and constraints are addressed.• Conducted regular reviews/refactoring of requirements and performed retrospection sessions to identify improvement areas.• Drove the development of a new features by collaborating with internal stakeholders and cross teams to identify user needs and product requirements, translating into user stories, and tracking the team's progress towards each goal using metrics.

• As a help desk support, assisted users with computer related issues, and troubleshooted hardware and software problems on both Windows and Mac platforms.• Reduced customer complaints by 60% by using critical thinking and troubleshooting to resolve issues for customers within 24 hours.• Managed and deployed backup solutions for key business systems, reducing the amount of time to recover critical data from an hour to five minutes.• Managed and monitored anti-virus solutions for end users, resulting in a 75% decrease in malware infections.• Managed internal systems by performing hardware upgrades and software installations, increasing performance by 20 percent.• Used RMM tools and scripts to automate software patching on over 1,000 devices, improving the efficiency of the patching process by 10% by reducing the hours for patching devices from 50 hours per month to 45 hours per month.

• Provided first line of chat and phone support for users, reducing escalations by 75% while improving customer experience• Reduced customer wait time by 60% and increased customer satisfaction by 65% by identifying and correcting multiple issues at once for customers with complex, multifaceted problems• Fixed 85% of DNS and Website related server issues by troubleshooting customer issues, resolving the root cause of the problem, and working with a team of technicians to resolve the issue• Improved customer satisfaction by 10% by diagnosing and correcting email issues for customers in 2 hours or less