Coordinated with Implementation Department staff on new installation projects.Staged new software for testing and demos of GeoComm software.Updated staff on project progress and new opportunities in meetings and conference calls.Planned software deployment projects with customers.Configured servers and workstations in-house for software deployments at customer sites.Remote installation of software on systems.Configured cellular GPS units for customers.Tested new software providing feedback for developers.Reviewed documentation on software for technical writers.Organized large deployments of software with multiple departments and vendors.

Solved software issues over the phone and utilizing remote connection software.Answered after-hours support calls from customers experiencing emergencies.Supported on-site installation technicians to ensure successful install of software.Consulted with coworkers on projects and issues.Duplicated issues in-house for testing of application issues.Alerted Sales staff to potential sales opportunities.Worked with business partners on issues involving mutual clients.Logged support calls and critical client information in Microsoft Dynamics CRM.Upgraded customers’ existing software to the latest version.Distributed mapdata updates to clients.Reinstalled software for hardware rotation and emergency situations.Helped with the training of new staff when interacting with customers.Advised customers on best practices with company software.Wrote and maintained documentation for internal and external use.

Built computers and installing Microsoft Windows on them.Diagnosed computer malware, hardware, software and Windows issues. Gave customers options for computer repair and upgrades.Replaced hard drives, memory, graphics cards and other computer components.Cleared viruses and spyware from computers.Resolved business and residential customers’ technical issues over the phone.Informed sales staff of customers’ technical issues.Upgraded computers and software to improve performance.

Resolved disruptions of customers’ cable Internet service.Worked to troubleshoot and resolve Internet speed issues.Counseled customers with virus and spyware infections on how to clean their systems.Set up e-mail accounts for customers and assisted them in maintaining their accounts.Scheduled Trouble Calls for on-site technical support. Escalated calls as needed to network technicians for resolution of outages.Guided field technicians in troubleshooting Internet connection issues.Diagnosed issues with customers’ computers and referring them to appropriate support resources.Provided On-Call support for after-hours business customer calls.Diagnosed after-hours outages and notifying appropriate personnel.

Conferred with sales staff to ensure orders met the needs of the customer.Aided customers in setting up new computer systems ensuring successful software and data migration.Installed company software on new and existing computer systems.Assisted customers with hardware and software upgrades.Resolved technical issues, including remotely supporting customers via modem and Internet.Trained customers in computer use and backup procedures.Performed disaster recovery of workstations and servers.Contacted vendors to dispatch on-site technical support, keeping customers informed of the progress.Fixed in-house technical issues, minimizing downtime.Maintained hardware/software database to ensure accuracy.Created and updated technical documentation for customer and in-house use.