With over 9 years of experience in technical support, I am passionate about providing excellent customer service and solving complex problems. I have a strong background in network and system administration, storage architecture, and hardware troubleshooting, as well as certifications from CompTIA and EMC. I am currently looking for new opportunities to leverage my skills and experience in a dynamic and collaborative environment.In my most recent role as a Technical Support Escalation Manager at Experlogix, I managed the escalation process for the company's customer support team. I worked closely with the Customer Support team to resolve customer issues, developed and implemented escalation policies and procedures, monitored the escalation process to ensure that it was effective, reported on the escalation process to the Director of Customer Support, and represented the Customer Support team to other departments and stakeholders. I also drove initiatives for business improvement across the support organization and acted as a senior point of escalation for BCS customers. I used my skills in help desk support, leadership communications, and hardware to deliver high-quality service and support to our customers.