Perform troubleshooting and QA to translate escalated issues forProduct and Development teams.Set expectations with customers and internal teams regardingresolution and interim workaround solutions.Identify severity to assist in appropriate prioritization duringSprint planning, utilizing Agile methodology .Drove initiative to improve ticket processing and defect tracking.Created programs to assist in automation of internal workaroundsfor repeated issues.

Assist clients in troubleshooting and maintenance of SaaSapplication through phone, email, and remote support assistancesoftware.Act as the product SME from both a front end experience andbackend configuration perspective.Communicate with and train clients in a professional andthorough manner.Quickly and accurately assist with issues ranging from passwordresets to complex issues requiring coordination amongst multipleteams.Maintained an exceptional customer satisfaction ratingthroughout tenure.

Manage the roles and staff within the Charlotte area, includinghiring and training of new technicians.Work independently and with others to troubleshoot and correctnetwork complications for clients.Install updated hardware and software for clients and assist in thetransition to the new systems, maintaining a professional andcourteous demeanor.Performed duties with a high level of excellence that became theexpectations set for the rest of the business.

Work independently and with teams to install networking,security, and communications systems for government facilities.Maintain confidentiality and protocols related to federal and statelevel government institutions.Complete all work within defined timelines with minimal to nointerruption to the workplace.Obtained DCSJ certification in accordance with regulatoryrequirements.