Overview: Took on new role as the sole front-line contact for the company, communicating directly with customers, and monitoring the reputation of the company and quality of the products.Built a knowledge base on the technical problems that could be encountered and solutions to the problems. Developed a step-by-step guide consisting of detailed images and troubleshooting sheets. Also developed a structure to the documentation for easy accessibility.Took the basic help-desk program, Zendesk, and customized it to ensure all the ticket details were organized, visible, and prioritized by order of importance/urgency; created a step-by-step user manual. These customizations greatly reduce training time from 2 months to 3-7 days. Oversaw the quality for the outsourced after-hours call center. Reviewed calls one by one for quality control and brought issues to management to be addressed.Maintained approx. 70-80% retention of subscriptions by offering personalized and positive customer service addressing their needs while attempting to put myself in their shoes, walking the customer step-by-step, and ensuring their issues were addressed in the shortest time possible.

Overview: Took care of maintenance and repair of customer’s printing equipment. Being sole front line of the company brings us the responsibility to keep a good relationship with the client. Kept an inventory in the company/personal car for repairing printer parts and such. Incorporated a new alpha-numeric parts inventory system of frequently needed parts for the local team in an effort reduce wait/down time.Proactively contributed new tips and procedures on a regular basis to the already established knowledge base for technicians, helping the company saving time and money.Built and kept a strong relationship with the client base by ensuring problems were resolved. Following up to ensure needs were met and providing a direct contact to clients to address their issues . Also built strong relationships with the technician team by creating an atmosphere of collaboration and mutual support.Started sales leads for new/existing clients for printing equipment including but not limited to paper, printer, multipurpose copier and services adapted to their needs.

Overview: Took on new leading role developing the IT help desk environment and knowledge base. Was promoted as an desktop support specialist.Managed 2 computer programming interns from France on the help desk knowledge base project. Worked on creating the structure and collaborated with them to implement the structure into the help desk software. The help desk knowledge base procedures were widely used by internal staff and reduced the need for IT support.Increased IT support specialist’s productivity by being the front line contact for the staff of CCNB to triage technical problems. This meant that IT specialists no longer had to be on site to receive new tickets. This made the help desk environment adaptable for entry level job. Took charge of the CCNB Bathurst campus’ IT inventory by adding an alpha-numeric inventory spread sheet with location and amount of all IT equipment including equipment loaned by students and staff. Worked on a project to update the ethernet cabling and cable management for IT classes (8-9 classes).