● Troubleshoot and resolve SW issues in a SaaS environment serving over 1000 facilities spread over hundreds of companies.● Interactively guide clients through issue resolution utilizing TeamViewer and Zoom.● Train customers front-to-back on proper setup and utilization of our software.● Local and network POS printer and customer display configuration and support utilizing software from: Epson, Star Micronics, Citizen, Touch Dynamic, Logic Controls.● Provide advanced assistance with numerous financial and product reports on both cash and accrual accounting standards.● Write and edit concise technical documentation for both customer-facing and internal knowledge base articles.● Provide detailed bug/issue documentation and reproduction steps and submit developer tickets through Lighthouse and JIRA. Assist in QA to confirm resolution.● Design custom website skins through CSS and upload via Beanstalk, Tortoise SVN, GIT.● Website administration and HTML editing via Rackspace and FTP.● Run team meetings addressing tickets, helpdesk metrics, and flagged issues.● Administer and design workflows on various helpdesk and CRM softwares including: Freshdesk, Zendesk, Nutshell, Hubspot.● Administer and design POS hardware sales site, and develop SOP for both the sales process and support.

- Supported Texas Instruments' largest satellite design and engineering site.- Performed troubleshooting of HW/SW issues to determine root cause and implement solutions appropriately.- Remote resolved and interactively guided clients through issue resolution or demonstration via WebEx, MSRA, RDP.- Actively participated in weekly team meetings addressing metrics, system implementation, and flagged issues in an environment of over 1400 users and thousands of PCs and networked devices.- Handled A/V and Production support for up to 400 person business unit meetings and C-level events, including California congressional events.- Active Directory account management (e.g. password resets, account unlocks, etc).- Installed, configured, and did troubleshooting for software including SEP, Checkpoint, TLM, VMWare, ORACLE, VNC, Matlab, Lotus, SAP, ESP, Office, Adobe, Java.- WinXP to Win7 migrations, OS support, and MDT system deployment.- Network printer configuration and support.- Supplier of the year award winning team.

- Provided walk-up troubleshooting and support on a full range of computer brands, operating systems, and productivity and financial software for home and small business end users, including Windows, Mac OS, and Office programs. - Provided continued client support through several service scheduling systems and CRMs, supplying clients with updates for both in-store and service center work, whether in person or over the phone.- Shipped and received product, maintained service records, and communicated directly with service centers and manufacturers to resolve issues. Tested equipment upon receipt from service centers to ensure product functionality.- Removed viruses, both manual and automated, utilizing approved tools, registry editing, and OS file system repair and replacement.- Performed data backups and migrations using software from Norton, Acronis, WD, Apple, Dell, Toshiba, Samsung.- Performed manufacturer authorized repairs and part replacements on Dell, HP, Toshiba, Asus, Samsung, Lenovo and Apple desktops and laptops.- Drove department metrics, decreased turn-around time and increased service sales.- Trained and educated coworkers on operating procedures, service offerings, and sales.