Responsible for the maintenance and technical troubleshooting of all Inmate Calling Solutions (ICS) products; including phone systems (SIP and POTS based), video visitation systems, and the multiple supporting systems and interfaces within. As the first point of contact for all of the facilities we service, a Technical Support Representative is tasked with quickly and accurately troubleshooting issues reported to us via phone and email. If unable to resolve the reported issue, a ticket is opened and worked until resolution.

CUSTOMER SUCCESS MANAGER (February 2016 - Present)Responsible for managing multiple clients at one time to ultimately drive success in a customer’s vending operation. This involves onboarding the customer and then training and support of necessary staff within the organization over the lifetime of the account. Field questions and concerns and craft solutions in response. Have a high-level knowledge of the VMS and all of it's features. DIRECTOR OF IMPLEMENTATION (September 2015 - February 2016)Responsible for scheduling and successful completion of each implementation project. This includes managing employees and sending them to locations across the United States. Conduct site surveys to determine a customer's readiness for the implementation process. Provide feedback to customers to prepare themselves for implementation. Evaluate employees in the Implementation Department on their performance and coach those who are not meeting expectations.IMPLEMENTATION AND TRAINING SPECIALIST (January 2015 - September 2015)Handle installation of telemetry hardware in various models of vending machines. Add vending machines to online database for inventory and cash tracking. Train multiple personnel on operating the VMS for his or her specific role in the company, from driver to owner.

Manage payroll for an average of 75 employees.Enter and maintain daily accounting reports in JD Edwards accounting software.Handle incoming calls and provide customer service on phone and in person