• Trained and managed the activities of the Core Support Technician staff.• Ensured departmental processes are followed and company policies are properly enforced.• Provided genuine recommendations as to the hiring, firing, promoting, or disciplining of subordinate employees.• Worked directly with the Core Support staff and customers to help resolve technical support problems.• Ensured processes are being followed in order to reduce ticket backlog, maintain customer satisfaction, improve first reply times, and address individual ticket queue handling.• Provided technical leadership and training for support reps.• Received requests for technical assistance and problem resolution from company employees.• Reviewed support ticket quality and ensure ticket handling processes are followed correctly.• Communicated job expectations to the Core Support team.• Exercised sound professional judgment in the analysis of technical support issues in order to: Provide solutions to problems via phone/email. OR Decide the proper level of support required to solve problems.• Monitored team statistics to acknowledge achievements or to determine areas for improvement.• Approved all time off requests.• Coached subordinates and provided performance feedback as needed.

• Second in line to resolve escalated help-desk tickets that are more complex and require more time to resolve.• Write and track bug reports using Jira.• Document problems accurately and succinctly in the appropriate support tools provided.• Discuss best practices on how to use the KMSAT console with customers.• Provide training to other team members on the KMSAT console.

Consult and support the clients of the world’s largest security awareness training and simulated phishing platform that helps manage the ongoing problem of social engineering.• First in line to resolve help-desk tickets.• Work with CSMs and Sales Reps to provide customer support for software issues and technical issue resolution.• Consult with customers regarding the implementation and configuration of KnowBe4’s products to suit the customer’s needs.• Communicate directly with customers to gather necessary details to fully define issues or new requirements.• Work collaboratively with the CSM team to quickly resolve customer issues.• Investigate and document technical issues and communicate trends or patterns to the R&D team.• Monitor the ticketing queue to prioritize, allocate, and ensure the timely resolution of issue reports and change requests.• Apply troubleshooting and problem-solving skills to guide and assist the end-user community on issues related to the design, development, and deployment of KnowBe4 products.• Investigate and document issue reports and communicate findings to the R&D team or clients.• Present technical walk-throughs to customers.• Work with sales reps and CSMs to give demonstrations of the KMSAT console to the customers.• Attend prospect and customer meetings, supporting the sales team as a KMSAT console subject matter expert.• Provide feedback or other information to the Product team to enhance the KMSAT console.• Test and configure KnowBe4’s products and modify them so that they could function in each customer’s unique environment.• Train customers and end-users on how to best use our training platform including the discussion of best practices to fully deploy the training to its employees.

Code and modify websites, from layout to function according to a client's specifications. Strive to create visually appealing sites that feature user-friendly design and clear navigation. Host and configure multiple sites with 100% client satisfaction.

Consulted and supported school districts across the country for this $750M global technology organization serving higher education and K-12 markets. Collaborated with internal teams and external clients to maximize efficiencies and increase retention through the enhancements of the proprietary content management system.• Team lead for HTML, JavaScript, and CSS.• Led the support team in cases and case assists from 2018 through 2020.• 100% customer satisfaction rating in 2018.• Communicated via phone and email clearly and effectively to both internal and external users of the product.• Wrote support solutions to be used in email templates for common issues to ensure a quick and efficient resolution.• Built a tutorial/training interactive site to help new/current support reps with HTML, CSS, and JavaScript incorporation into the Web community Manager product.

Collaborate with clients to meet their multimedia needs. This includes film, photography, photo editing, video editing, and end-user products for re-sale and distribution such as social media, physical media, print media, online media, etc.

Assisted clients with emotional and physical disabilities to live independently. Worked with clients to overcome or manage the personal, social, and professional effects of disabilities on employment or independent living.

Picked up passengers and transported them to their desired destinations while incorporating safe driving, communication, time management, and superb customer service.

Built and maintained medical inventory, provided in-house IT support, and assisted with setting up the in-house server and wiring 40,000 sq. ft. of warehouse and 12,000 sq. ft. of office space.

Provided management and quality assurance in a call center environment that employed over 75 employees.• Monitored phone calls remotely to ensure quality.• Wrote new scripts for employees to follow.• Made suggestions for simplifying workflow.• Disciplined multi-time offenders.

• Set up additional phone lines as they were needed.• Responded to help desk queries.• Loaded leads into a database for the auto-dialer system.• Maintained virtual machines VIA Linux.

• Managed up to 10 employees.• Wrote scripts for employees to follow.• Listened to phone calls remotely.• Completed EOD reports using Excel.

• Verified client information and confirm eligibility for student loan consolidation.• Created Excel spreadsheets that help streamline the workflow of the department.

• Qualified potential clients.• Forwarded calls to the verification department.