- Delivered expert technical support to customers through phone, email, and chat channels, ensuring swift resolution of inquiries.- Actively listened to customer issues, distilling complex problems into clear, actionable items and guiding them through step-by-step troubleshooting processes to resolve product configuration challenges.- Assisted the QA team in testing hardware and software to ensure the highest quality standards.- Developed and maintained an in-depth understanding of pool automation products and their configurations, staying updated on the latest features, updates, and troubleshooting techniques.- Created comprehensive and user-friendly documentation, including FAQs and troubleshooting guides, to empower customers to independently resolve common issues.- Collaborated effectively with team members, escalating complex issues to higher levels of technical support when necessary, and provided valuable feedback to the product development team to enhance product usability and reliability.- Ensured high levels of customer satisfaction by addressing concerns with empathy and professionalism, consistently meeting and exceeding support metrics and targets.

- Coordinate hardware and software support for both remote and onsite users- Evaluate, prioritize, and assign tickets to IT Support team- Act as a front-facing support liaison for technical issues- Act as a liaison between customers and technical staff- Resolve password resets or locked account issues- Verify mobile phone devices and remove them from quarantine- Ensure all tickets have proper documentation and handle tasks inside the ticketing system daily.

- Installed SNORT on Ubuntu Linux virtual machine- Troubleshot common scenarios experienced during the installation of the Microsoft Office suite- Applied the CompTIA A+ curriculum by completing tasks such as adding network printers through print management and configuring virtual machines- Configured and utilized TestComplete to support the testing phase of the SDLC for exSILentia and SILAlarm software

- Filmed practice and games, working with coaching staff to edit film for player review- Served as liaison with coaches on all aspects of videotaping by coordinating video and film equipment- Operated and managed editing equipment (SportsCode)- Performed miscellaneous job-related duties as assigned- Coordinated the video recording and editing of practices and games as directed by the coaching staff