Product expert for SKU IQ software. Onboarded new customers into the software environment. Maintained support during trial phase of the experience with continual contact with customers. Helped customers transition into the subscription phase by suggesting the appropriate plans based on their business needs. Also created new content for the company's Knowledgebase, keeping those articles up-to-date while replacing outdated and deprecated content with new, more user-friendly content.

Managed incoming chat messages from new, prospective, and current customers that were in need of technical support or had questions about the software. If a quick fix was not readily available, I would generate tickets using the HubSpot CRM for our technical support team to view and remediate. I also dispatched tickets generated by customers via email or through our ticket generator on the support website to the appropriate technician.Began working on training materials for new hires before transitioning to the Product Expert and Support Content Manager role.

Worked with Hubert's internal technical support team to manage the upgrade of all physical Windows 10 devices from Windows 10 version 1607, 1803, and 1909 to version 20H2 for security compliance. Used Remote Desktop to remote into computers as necessary. Managed Group Policies for updates. Used Ivanti Endpoint Manager to attempt to role out 20H2 upgrades without interrupting employee's work. Troubleshooted Ivanti Endpoint Manager with in-house IT and Ivanti when that did not work. Worked in conjunction with technicians at remote locations to upgrade machines that were attached to production lines.

Certified by Dell to perform break/fix and software fixes on Dell Windows PCs and Chromebooks. Certified by Dell to perform hard drive replacements and software fixes on Dell Servers. Routinely repaired Chromebooks used by students & Windows PCs and MacBook Airs used by teachers. Setup and enrolled Chromebooks, Windows PCs, MacBooks, and iPads in their respective software suites (Google Management software, Active Directory, and AirWatch, respectively). Used ServiceNow Ticketing software to document any and all changes to software, directories, or hardware for each device. Troubleshooted and repaired devices for students in-the-moment as necessary during testing times. Worked with EXTREME Access Points and their software to add and remove APs as necessary as we performed network upgrades at various schools.

Retail IT. Worked with end users to repair broken hardware, troubleshoot software issues, and perform any necessary software and/or hardware upgrades that were needed to ensure customer satisfaction. Lead the team in regard to sharing experience and knowledge on complicated repairs. Started the custom PC building schema for that location. Worked with internal knowledgebase to update and maintain knowledge shared throughout the company. Routinely worked with agents from other locations to improve their repair skills and customer service skills.

Answered phone calls for 1-800-GeekSquad for Total Tech Support customers and customers that needed to have Televisions and Major Appliances Repaired. Assisted customers over the phone and via LogMeIn Software (utilizing the cameras on their smart phone to see what they are seeing) to troubleshoot their TVs, smart home equipment, and major appliances. If troubleshooting did not solve the problem, I would schedule a repair for them with a certified Geek Squad Agent or with one of our 3rd Party Vendors. Any parts that would be needed for the repair would also be ordered. The parts deemed necessary were generated by an internal tool that would give us advice on what to order, but when that was not usable, I relied heavily on documentation from vendors (e.g. Samsung, Whirlpool, LG). Customer service was a vital skill for this position as many customers would call in upset that their TV or appliance were not functioning properly. I was also able to help customers make decisions on future purchases to "cut the cable", add additional smart home products, or upgrade their television or appliances to better suit them if a repair was not economical.

Repairing and maintaining computers in a good working condition, organizational skills including entering information into a database and physically inventorying computers, and assisting with the needs of clients either face to face or via telecommunications.

Maintained documentation for the department, checking records to ensure accuracy. Answered incoming phone calls from customers and fielded any questions they may have in regard to on-going, completed, or future repairs for their devices. Provided advice on upgrading computers, televisions, smart home devices, etc.