10+ years purchasing, renovating, flipping, and managing rental property in the Dayton area. Currently training and leading a team of professionals to acquire, renovate, and resell residential investment properties, with over 100+ successful transactions with homeowners since 2016.

Some responsibilities of my position:•Provide direct telephonic support and problem resolution to approximately 25 customers a day. Support includes network software installations, upgrades, Windows and MS Office support, proprietary software support, network printer/copy center troubleshooting, Windows desktops and laptops, MS Office support, and mobile devices.•Work with sales, marketing and product development to analyze the impact of new products, features, functions and databases, and recommend processes and resources to support releases and customers.•Implementing and ensuring quality of answer from staff. Conduct call observations on tech support representatives•Assist others in their career development by passing on product knowledge, effective leadership skills, and providing positive and constructive feedback.•Proactively identify and resolve problems, work with leadership team to implement solutions across department•Perform software release testing•Design training materials and train staff on new products and releases•Use Technical Writing skills to document problem resolutions in internal and external White Papers / Knowledge base•Maximize individual, team and split performance by mentoring and coaching staff to achieve department standards in quality and efficiency•Taking appropriate ownership of conflict resolution

• Act as consultant and product expert to call takers for their difficult/advanced technical customer issues• Facilitated integration of recently acquired products into department support structure• Assistant Technical Writer (Content Lead) for LN Support Center in 2007• Developed and delivered training to new hires on LexisNexis products, analytical troubleshooting skills, and business skills. Received Outstanding Team of the Quarter award in Q2 2008 for successfully incorporating 90+ new members into Technical Support within 12 months.• Performed all duties of Sr. Technical Support Rep position

• Provided technical support for LexisNexis software and web based products • Demonstrated excellent technical troubleshooting skills and maintained expert level of knowledge in the following areas: Broadband Internet Connectivity, WiFi, VPN, Web Browsers, Firewalls, Network-wide Software Installations, Anit-Virus configuration.• Provided PC desktop support to 350+ users in Customer Support• Performed laptop repairs for the field reps’ hardware and software issues• Provided technical support to the sales force for their Dell laptops, HP printers, home networks, and VPN/Network connections

• Provided telephonic technical support for in-store local area networks and in-house applications in a UNIX environment to 500+ storesInvolved troubleshooting connectivity and hardware problems with store LANs. Included troubleshooting problems with routers, switches, IBM UNIX servers, terminals, PCs, network printers and wireless networking equipment. and a large number of in-house applications that manage store ordering and network communication.