Manage and train a team of on-site technical support staff based in the primer site for C3 Customer Contact Channels. Handle the the on-going technical support and troubleshooting for, not only, more that 500 Agents and Champions that tethered to the Las Vegas site, but to the 5,000+ Agents, Champions, and Operational Staff around the country remotely. Provision Avaya hard phones and softphones for both on-site and work at home use. Train agents on set up and installation of technical equipment remotely in order for them to work from home. Image and configure a high volume computers for End Users for multiple lines of businesses that use both PC and Mac OS.

Managed and resolved all user software and hardware issues as efficiently and as effectively as possible for the call center consisting of more than 90 users. Networked and supported all printers for the call center. Provided technical support and system resolutions for the Call Center Director and the administrative staff for both Customer Connexx and Arca Inc. Managed the Five9 Softphone system along with the Five9 Contact Manager. Implemented the Preview Dialer for all outbound customer programs. Handled troubleshooting user phone, script, system compliance, and account issues. Setup and imaged new PC’s. Setup and troubleshot Active Directory, Exchange and Office 365 accounts for new and current users. Managed multiple projects for Five9 and other proprietary software (Cold Fusion/ATO). Resolved LAN/WAN issues for the call center. Managed switches, routers, CAT6 drop points, punch downs, WIFIi and endpoint to endpoint connections. Managed all day to day issues with the IT staff in Minnesota.

Assisting clients with a multitude of technical issues, like setting up home networks, setting up LAN/WAN routers, wiring/cabling, hardware repair and replacement, software installation/upgrades, and all around technical support with an emphasis on excellent customer service.

Assist business customers in troubleshooting issues with internet, phone and and cable television services. Resolve customer networking issues with modem and router configurations.

Delegated the required tasks to the in house technicians needed in order to set the nationwide sites on air. Reviewed the technician's notes and pushed the site forward to the next task in the tracking/accounting system. Insured that the Commissioning Tracking, Program Management, and Ticketing Systems were up to date for any site, link or augment plan that was fully commissioned by both the Field and In-house Technicians.

A part of a team that processed the documentation and approved retention payments for over 300 subcontractors on the City Center project in regard to the Leadership in Energy and Environmental Design tax credit. Reviewed and confirmed all incoming submittals of qualified purchased material and tax documentation from the subcontractors.

Promoted to a Floor Supervisor directly out of training. Supervised and escalated immediate problems with individual properties. Opened and closed tickets in regard to customer, property, and reservation issues. Coordinated reservation changes directly with the customers. Promoted to supervisor of the outbound sales team and was able to troubleshoot any escalating issues with current customers, Property Managers and Sales Agents with continued dedication to follow up for solutions.

Converted all properties to a new phone system before scheduled and under budget. Manned helpdesk and opened service tickets for telephone, satellite, and computer servicing/repairs. Ordered new service installations and resolved equipment problems effectively and efficiently. Scheduled installations and repair with nationwide carriers and contracted technicians. Head of keeping nationwide Web based database backup system functioning.

Using Excel, Microsoft SQL and Word completed conversions of 1,500 properties across the United States and Canada on to a web-based system before originally scheduled. Located and retrieved the refurbished equipment from all of the properties. Supervised making sure of all documentation for system conversion was completed for each site and was returned to corporate headquarters. Headed a team to check and troubleshoot nationwide satellite back-up system.