Responsible for the day to day operations managing 90+ mixed server environment running Windows, and Linux. Manage our internal operations through Active Directory, and Exchange. Manage day to day operations monitoring traffic to ensure the best deliverability to our clients.

Coordinated the IT Department at Commsys.Responsible for technical support calls on Commsys software. Providing technical support and managing system updates for the current users of the software. Work with the developers in identifying potential problems and providing updates to the customer.Coordinate current and upcoming projects with the IT Department and the Developers.

Review incoming changes from the customer, client and agents. Make sure that the requested changes are valid. Once verified place those changes into production for the agents to use during their day to day routines. Also work directly with the clients, customers and management to make sure that the changes that are being put into production are being received and utilized correctly. Also as part of our responsibility we conduct case audits of the agents each month to ensure that the processes are being adhered to correctly and the agents are producing quality tickets. Provide training to agents both new and old. Be a mentor to the agents assisting them with any problems that may arise. Operates as a team leader over 5 Process Analysts managing their workload and ensuring they are operating within the confines of the Process Analyst role.

Took incoming calls from schools on Indian Reservations that are using the Tachyon satellite Internet service that we had provided them. Providing quality support for any problem that may arise. Provided Network, Server, Tachyon, or general support with their Windows machine. Other responsibilities included setting up the help desk software called, “Magic Help Desk”. Also set up the phone system software, “Televantage”. In addition, maintained the network, servers, as well as PC software and hardware at Tamsco Dayton Operations.

Started as home technician. Troubleshot and resolved computer issues over the phone. If a resolution could not be found, we brought system in for in-office repair. If it could be determined that a part was bad, we set up an immediate part replacement or arranged for an on-site fix. As an Escalated Technician, fielded calls from other technicians when they could not reach a satisfactory resolution without senior tech guidance. As a Business Support Representative, I helped our business customers. As an On-Site Specialist, I received calls from the other technicians whenever it had been determined that someone would need to replace a part. I fielded the call and determined the on-site was really required. I then set up and authorized an on-site repair.

As a Customer Service Representative, I answered incoming phone calls and supported the customers with billings, setting up new accounts, and setting up trouble calls to fix their satellite system. As a Retail Representative, I set up new accounts for our systems retailers such as Radio Shack. As a Technical Support Representative, I answered incoming phone calls from either our technicians in the field or customers. I offered technical support for their satellite system. I also helped field technicians close out their calls.