· Function as team leader in all aspects of product support. · Provide escalated support while exercising discretion and independent judgment.· Work closely with DevOps team, including Software Engineers and QA team. · Mentored support representatives with positive feedback and professional sharing of knowledge and experience.· Increase customer confidence with CloudNine’s suite of software by diagnosing problems and providing resolutions using extensive product knowledge and… Show more · Function as team leader in all aspects of product support. · Provide escalated support while exercising discretion and independent judgment.· Work closely with DevOps team, including Software Engineers and QA team. · Mentored support representatives with positive feedback and professional sharing of knowledge and experience.· Increase customer confidence with CloudNine’s suite of software by diagnosing problems and providing resolutions using extensive product knowledge and experience. · Improve internal team by providing structured training and coaching for new support team hires.· Monitor and provide feedback on initial job performance, educating with product knowledge and troubleshooting tactics. Assist other colleagues through knowledge sharing.· Assist in reviewing application and database logs to identify core issues. · Assist in the development of internal team processes such as ticket escalation procedure, ticket workflow, knowledge base, feature requests, testing, and suggestions for improved documentation, training, and development. · Created a Virtual lab for the purpose of reproducing and testing reported software issues across multiple platforms. · Provide expert knowledge and assistance by acting as an escalated resource for other support representatives and colleagues. (i.e., Network protocols, TCP/IP, command prompt, Local Services, Software deployment, server migration from on-prem to SaaS)· Reduce CloudNine’s risk by identifying potential areas of exposure and communicating to management, ensuring protection of CloudNine revenues and assets. · Provide technical support for internal “customers” as needed to ensure the overall success of the company.· Practice developing technical and professional expertise by seeking out changes in litigation support and technologies that interact with CloudNine applications, training opportunities in existing products, technologies, platforms, management tools, and creative problem solving. Show less

- Act as escalation point for Tier1 colleagues. - Assist in tracking feature requests and helped streamline escalation process.- Run reports for Customer Service Manager per request. - Ensure SLA's are being met through active monitoring of phone queue.- Manage queue of escalated tickets for the team.

Contribute to a positive and professional environment by communicating to clients in a user-friendly way and using open communication in a professional manner with clients and colleagues, develop and maintain productive customer relationships.Maintain customer satisfaction with CloudNine's suite of eDiscovery software by diagnosing problems and providing resolutions using own product knowledge, user experience, department experience, department knowledge, or CloudNine product… Show more Contribute to a positive and professional environment by communicating to clients in a user-friendly way and using open communication in a professional manner with clients and colleagues, develop and maintain productive customer relationships.Maintain customer satisfaction with CloudNine's suite of eDiscovery software by diagnosing problems and providing resolutions using own product knowledge, user experience, department experience, department knowledge, or CloudNine product references. Follows procedure to escalate issues that are not resolved during the normal course of troubleshooting and relays troubleshooting process to escalation team.Maintain a reasonable response time for each client by being available in queue to accept calls (except when on approved lunches, breaks, meetings, or training sessions), opening and closing the same number of tickets each day, and ensuring client satisfaction with product resolution. Ensures completion of tickets, keeping track of time taken to complete each task.Reduce Client frustration by prioritizing phone calls over emails and following up on open issuesMaintain customer records by documenting and gathering all interaction details and required information from the call or email in the ticketing system, ensuring clients receive a ticket number to track escalated issues. Show less

-LAW PreDiscovery Cerified Administrator (ADD)-LAW PreDiscovery Electronic Discovery Program (EDD)-Provide Superior Technical Support and Guidance for Users and Administrators around the globe.-Trouble shooting various complex issues within multiple Windows and Network configurations.-Strong working knowledge within the Electronic Discovery Reference Model (EDRM) process.-Assist clients with importing Electronic eDiscovery, Load Files, Raw Images and Scanning… Show more -LAW PreDiscovery Cerified Administrator (ADD)-LAW PreDiscovery Electronic Discovery Program (EDD)-Provide Superior Technical Support and Guidance for Users and Administrators around the globe.-Trouble shooting various complex issues within multiple Windows and Network configurations.-Strong working knowledge within the Electronic Discovery Reference Model (EDRM) process.-Assist clients with importing Electronic eDiscovery, Load Files, Raw Images and Scanning. -Address questions regarding: Indexing, Searching, Optical Character Recognition (OCR), Import and Export of Custom Load Files, Endorsing and Exporting in various formats. Show less

-Provide legal recovery services for a diverse portfolio of clients.-Work closely with department team to determine best course of action. -Perform job functions in a stressful and fast paced environment while maintaining consistent and thorough record of all account activities.

-Certified FL DMV Drivers License Examiner (2008-2010)-Certified Title Examiner (2008-2010)-Handled multiple duties in a high volume, customer facing role with limited errors. -High Attention to Detail/Accuracy -Thorough knowledge of DMV Regulations & Procedures. -Certified Fraudulent Document Examiner (2008-2010)

--Represent best interest of national credit card companies in New Jersey & New York. -Collect retail accounts under strict adherence to the FDCPA (Fair Debt Collection Practice's Act)-Perform Skip-Tracing and Asset Location searches. -Initiate/Execute Bank Levies/Liens and Wage Garnishments.-Handle both Pre-Judgment and Post-Judgment collections. -Consistently achieve strong collections numbers