-Assisted in designing and execution of pilot phase installations for a Work From Home (WFH) project as well as the projects expansion-Established and documented processes for the project engineers-Identified and tracked trends in data to ensure efficiency and minimal down time.-Created and presented monthly reports to the PM team and the customer-Collaborated with PMs, CEM, CUCM, and Network teams to solve complex issues and complete task-Collected, catalog, analyze, and determine the importance of data within the project -Diagnosed and solved complex issues throughout project deployment and expansion

-Provide technical customer support for the Nest Thermostat-Collaborated with Senior Support Specialist and Order Management for complex case resolution-Provided real time technical, professional, and procedural written feedback to peers for improved -customer experience, agent knowledge, and procedural actions-Identified and tracked emerging issues and supplied Tier 2 and Tier 3 Technical teams with relevant data to assist with resolution -Directly interfaced with Google/Nest Engineers during site visits to help with customer experience and facilitated live observation and feedback -Assisted management staff with day to day coaching and development by partnering with new higher and struggling support reps and facilitating live call observation and demonstration of best practices -90% or higher on internal employee evaluations-98% attendance over duration of employment-3000+ cases handled

-Head Servers Assistant-Server Assistant Trainer-Managed SA team