➢ Salesforce CRM Administrator. ➢ Develop and implement strategies effective for ensuring a satisfied clientele and increased returns. ➢ Create metric format for information gathering on product issues and customer satisfaction. ➢ Work with Aftermarket, Sales, Engineering, and Marketing Depart. to create and improve internal and external documents. ➢ Liaise with Dept. heads to improve products and service to the customer. ➢ Organize and participate in various customer training exercises. ➢ Develop and optimize support and service processes, tools, and systems. ➢ Direct and coordinate the Customer Service operations to ensure clients are tended to met with set Customer Service standards. ➢ Assist clients in resolving issues and complaints concerning purchased products or services. ➢ Work with Marketing Dept. to organize promotional and marketing campaigns to create awareness and product publicity. ➢ Ensure compliance with ISO 9001:2008 procedures.

➢ Maintain, manage, and improve the Customer Support Desk➢ Lead customer support for equipment in all fifty states and three US territories➢ Train and lead Customer Service Support Team on new technical, maintenance or Information Assurance processes➢ Lead the instruction of customer personnel in the operation and maintenance of training products and/or modified training systems➢ Interpret manufacturer manuals and technical documents using comprehensive technical knowledge to solve complex problems➢ Diagnose sources of trouble and provide preventative maintenance tips directly to customers by examining training systems and subsystems➢ Remove, dismantle or partly dismantle training systems and/or components and perform repairs which involve the use of hand tools and/or test equipment in replacing broken or defective parts with items obtained from stock/vendors➢ Prepare written synopses of repair activities; and write new or modifying existing maintenance work instructions and troubleshooting steps ➢ Conduct on-site installation of equipment and follow established testing procedures to ensure proper working order ➢ Isolate equipment start-up malfunctions and take corrective action, receiving technical guidance as needed from supervisor or engineers➢ Perform training AAR’s, familiarization and safety briefings ➢ Lead Operators Courses and participate in the development of course materials ➢ Mentor junior level Customer Service Support Technicians ➢ Conduct N.E. T. Couse Training (New Equipment Training)➢ JIRA Metrics database design for tracking system issues and their resolution ➢ JIRA/Confluence/Wiki troubleshooting database design

➢ W.O.W. (Mobile workstations) HP thin client imaging, repair, and deployment.➢ Citrix software implementation and troubleshooting.➢ On-site desktop and mobile troubleshooting and assistance.

➢ Setup and imaging of training room hardware.➢ Laptop and desktop computer repair and hardware replacement.➢ Remote and on-site troubleshooting assistance with repair via communications and onsite.➢ Instructed training classes in computer software with city employees.