• Define, implement and manage technical support processes and procedures. • Actively supervise and mentor 1st, 2nd, and 3rd line technical support personnel. • Produce management reports on technical support tickets using all forms of Microsoft Office.• Manage and report on the RMA process, including root cause analysis and remedial action. • Work closely with sales team to provide product recommendations and service solutions. • Manage prioritization, escalation, and resolution of support between the reseller and the manufacture.• Ensure the ticketing and documentation process for all support incidents are adhered to. • Cultivate strong relationships with vendors and service providers.• Guide support for the Poly Partner Premier program and Ingram Micro Paid Poly support options.

• Established configuration templates and processes to automate the configuration of products. • Active contact point between ITSP’s and manufacture to correctly identify problems and determine the fault through analyzing traffic, logs and/or configuration files.• Provided presale technical recommendations to Sales Team.• Tested and troubleshot Interop ability between customers API and Netxusa.

• Troubleshot issues for VOIP, network and video conferencing products.• Validate product configuration templates for customers. • Built Asterisk PBXs for customers including hardware configuration.

Contract work. Server, POS systems, Wireless Access points, Cat 5, Operate scissor lift.

Design and Construct Cable Networks.