SmartClickTap, LLC dba The Wright Group provides business services to the trucking industry. Business funding, Healthcare, Telecom, Accounting.

Manage all aspects of technical deployments and rollouts of new hardware devices for brands throughout the country. Coordinate resources and collaborate with various third-party vendors in ensuring customer satisfaction and successful onboarding of large enterprise brands.• Establish and implement training processes and strategies for all newly onboard customers• Analyze, plan and develop requirements and standards in reference to scheduled projects• Assign and oversee the daily tasks of technical personnel while ensuring all subordinates are actively working toward established milestones• Hold regular technical team meetings to determine progress and address any questions or challenges regarding projects• Determine and define clear deliverables, roles, and responsibilities for staff members required for specific projects or initiatives• Research and evaluate hardware and software technology options and weigh the cost/benefit analysis when making large purchases on behalf of the company

- Provide customer with technical support- Document issues and report to developer and product teams - Create Jira tickets for issues reported by customers- Account management and upsell to existing customers- Deploy new accounts and train customers

• Act as support resource for Tech I & II escalations of PC & MacOS issues• Able to apply leadership skills to projects or resources requiring leadership• Able to take on advanced PC and MacOS engineering projects as needed.• Able to assist System Engineers and act in junior/apprentice capacity.• Ensures customer satisfaction by responding to Service Requests in a timely, accurate, and professional manner• Follows up with customers with call or service request status when status changes (e.g. will be delayed)• Logs all customer requests and updates calls utilizing the designated call handling and tracking system• Initiates escalation as deemed appropriate to ensure management awareness of severe problems or calls that are exceeding documented target SLA times• Assists in technician training• Assists in customer and analyst training• Provide Helpdesk hardware and software support to north Florida clients• Provide dispatched onsite support as needed for issues not resolvable at Helpdesk• Provide escalation resource for resolving more complex issues (ie customer sat, hardware, software, network)• Advanced knowledge of all Customer standard products as defined per engagement• General knowledge of all non-standard but commonly used products• Solid interpersonal and communication skills.

•Act as the first point of contact, interacting with customers using multiple support channels (phone, email, chat).•Diagnose and troubleshoot technical issues.•Maintain ownership of cases through final resolution.•Assist and educate customers on products and services.•Follow standard procedures for the proper escalation of unresolved issues to the appropriate internal team(s).•Identify customer-facing trends and communicate appropriately. •Recommend updated processes and knowledgebase articles when needed. •Document case notes in appropriate systems.•Maintain quality standards set forth to ensure the best customer experience.

• Provides virtual and in-person high touch support to executives and various customer personas, which allows for end users to receive dedicated support for any IT issue that may occur and promised ultimate ownership and resolution.• Coordinates with various support suppliers and internal IT services for assisting with the installation, configuration, troubleshooting, repair, and testing for site infrastructure equipment, including; network, desktop/laptop, servers, printers and other peripherals. Provide ultimate ownership and delivery assurance.• Provides remote troubleshooting for Windows OS 7/8/10, MacOS, iOS devices, Microsoft Office Suite incidents/requests and Dell Laptop/Desktop hardware issues.• Assists with writing procedures, documenting activities, and trouble-shooting problems.

• Daily, weekly and monthly postings in Facebook, Twitter, Pinterest, and Instagram, writing blog posts, and posting YouTube videos. • Created content for social media channels as well as conceptualized new ideas for social media content, contests, and ROI strategies including creating tracking URL's for all link's back to sites In charge of keeping track of trends and making sure that we are keeping current with all of the new and upcoming social media trends and best practices. • Assisted in SEO and monitoring Google Analytics, Facebook insights, and YouTube and Pinterest statistics to create and effective ROI strategy. Wrote web content for new website to launch in April of 2014.

• Supported Field Sales Personal with proprietary software troubleshooting• Assisted medical facilities hospitals and private practices with software and hardware issues with Pillcam v8• Troubleshoot software and hardware conflicts