Responsible: Provide the execution of day-to-day configuration, support and maintenance of our Zendesk 8x8 & Ultimate AI instances. • Handle all administrative functions including troubleshoot support issues, user account maintenance, building reports and dashboards, workflows, and other routine tasks.• Administer configuration, systems integration, QA and end user testing.• Applicable knowledge to Update, configure, and manage support tools such as FAQs, Postman, Confluence and Jira.• Configure update and manage bot flows for Ultimate AI message bot for social media, email, and messaging channels.• Provide data regarding bot performance monthly.• Support broken issues and error as they arise. • provide technical support to the 8x8 system for call issues.

Responsibilities: Provide technical support by trouble shooting internal and external reported issues. Maintain code that builds and manages the infrastructure. Monitor alerts within cloud platform systems health. • Manage, research, and trouble shoot technical support issues reported by internal and external partners from Zendesk and Azure DevOps• Monitor and report on cloud platform health • Implement Grafana-like platform dashboards • Maintain and build upon our Terraform Infrastructure-as-Code code base • Participate in cloud architecture discussions and ensure best practices are followed for cloud resources

Responsibilities: Provide customer support by phone call and/or email from reported system break/sound quality issues. Collect information to add to support tickets in Salesforce. Assist and resolve reported issues from the customer. Conduct research by troubleshooting and log pulling to provide accurate information for escalation resources if necessary. Update customer and case with latest information gathered from research.• Reply to emails/phone calls from customers that are searching for support regarding issues concerning the system.• Gather information from customer to enter into support ticket using Salesforce.• Research, Troubleshoot, and Learn repeated issues and how to resolve them by searching similar cases or escalating to engineers.• Learn LiveVox system and new updates that are adjusted with each system update.• Work with Account Managers by Skype or within the office to help resolve customer reported issues. • Document case with the most up to date details, also inform the customer the status of the case in hand by call or email.• Obtained and read Media Server (MSL), Automatic Call Distribution (ACD), F12 and Session Initiation Protocol (SIP) logs.

Responsibilities: Computer and Mobile device management, including: deployment and troubleshooting. Provided key user support to clients and resolved issues related to company-support computer applications and platforms. Support included answering question, troubleshooting problems, teaching, or instructing customers regarding software/hardware functionality.• Administered help desk software• Resolved Level 1 support calls• Escalated any issues requiring urgent attention • Prepared activity reports• Informed the IT team of recurring problems• Stayed up to date with the latest system information, changes, and updates• Technical support experience with Microsoft Windows 7/10 and Microsoft Office. • Used Linux Skills on the job• Used ability to effectively communicate with customers

Responsibilities: Found and correct errors inside new CARL 2 website, which assist students and teachers to view and grade work. Utilized Google polymer a JavaScript library to build and update websites using web components. Moved data in MySQL from old tables to new tables.• Applied SQL queries to update, delete, and create new tables• Copied table schema without data in table into new schema• Used HTML, CSS, JavaScript, AJAX, and paper elements to implement the design of a site • Installed software for PC and Mac computers• Exercised Linux/Unix commands