• 12-week intensive online training with hands-on experience through Google Cloud Platform and Qwiklabs. Utilization of Google Cloud Platform tools such as Cloud Shell, Cloud Console, Compute Engine, VPC, Cloud Storage, Cloud SQL, Spanner, BigQuery, and IAM. • Configuring and planning cloud solutions using GCE, DKE, AppEngine, Cloud Functions, CloudSQL, MIGs• Configure security access for GCP projects via IAM policies and using best practices• Creating and managing CPV Networks, using Cloud DNS and Cloud VPN services• Manage, configure, and implement GCP cloud resources using both the GUI and CLI interfaces• Setting up a cloud environment, deploying applications, monitoring operations of projects, load balancing, and managing resources for enterprise solutions to ensure that they meet target performance metrics

• Troubleshoot hardware and software issues on all company products• Facilitating regular team strategy meetings and daily scrums to aid in delivering company objectives• Managed social media inquires and concerns through Facebook and Twitter• Supporting a wide range of end-users by phone, e-mail and chat using Zendesk including end users of products, HVAC technicians and installers, distribution partners, external sales staff and North American utilities such as SDG&E, ConEd and retailer, distribution partners, OEM partners and utility customers including handling conflict and challenging clients and multi-tasking with minimum supervision• Provided customers and contractors step by step guidance for installation via online chat, phone and email

● Answering phone calls and assisted customers with initial inquiries ● Establishing trusting relationships with customers through patience, empathy and strong communication skills ● Achieved customer satisfaction rating of 95% within 6 months, exceeding corporate target● Collected customer feedback and made processes to exceed customer satisfaction goals● Built customer loyalty by placing follow up calls for customers who reported product issues● Facilitated information flow between customer service, account management operations, quality assurance, training and payroll departments to guarantee call center objectives were met