Provided desk-side technical support to +400 end users at Austin offices. Coordinated with off-shore team members in design and implementation of support structure, SOP, and support procedures.Trained and assisted off-shore team members in procedural and technical areas.

Responded to inquiries and service tickets concerning support, processing, or requests procedures, system status and network connectivity. Documented and resolved complex problems regarding business applications, hardware and software. Documented inquiries, repairs, and service requests, resolved or directed request to appropriate technical area or 3rd party vendors, tracked status and followed up to ensure client satisfactions. Worked closely and consulted with application developers, system administrators and network engineers to solve complicated issues.Resolved problems with procedures. Provided training and assistance to less experienced staff.

Developed and nurtured business partner relationships.Built internal knowledge base.Managed call activity for inbound support queues.Trained employees on company policies, customer service and phone skills, telephone and computer systems, products and services offered by our partners.Designed and implemented training program and organization development schemes.Consulted with partners, team leads, and operation managers utilizing different organizational development tools and systems to maximize process efficiency.

Developed and nurtured business partner relationships.Conducted weekly, monthly, quarterly, and semi-annual Operations reviews with business partners.Maintained company websites.Built internal knowledge base.Launched subsidiary company Tech Team One.Managed call activity for 17 different inbound support queues.Identified resources and helped develop tools to record information to track employee performance and volume trends.Consulted with clients and partners on agent quality evaluations to detect training opportunities.Trained employees on company policies, customer service and phone skills, telephone and computer systems, products and services offered by our partners.Designed and implemented training program and organization development schemes.Monitored employee progress and provided coaching to achieve strategic objectives.Consulted with partners, team leads, and operation managers utilizing different organizational development tools and systems to maximize process efficiency.Conducted regular communications and performance reviews for all employees.

Assisted customers by phone to detect and resolve technical problems and customer account issues.Dealt with client problems and complaints, always polite, cordial, and helpful, always finding the best solution.Anticipated customers’ needs and identified a resolution.Explained to clients the terms of service.