• Answer support emails, tickets, or phone calls related to troubleshooting issues or general knowledge of the software. I regularly completed several thousand tickets each year personally.• Help update/maintain the software knowledge base and documentation. Create and maintain monthly client marketing newsletter.• I update the social media (YouTube, Facebook, X, etc.) accounts and the engineerica.com Word Press website, as needed.• Lead software training sessions for staff and clients alike. Including onsite conferences and online virtual training.• I've created and maintained software manuals, documentation, and guides for all 10 major software products.• I also have maintained several client-facing and internal websites.• Set up several Windows Server and SQL Server installs for live testing environments.• I programmed a software utility to support imports on one of our products.

Management Responsibilities• Train new hire employees on the Engineerica Software Suite of products.• Setup Ticketing System – This includes Routing Rules, Service Level Agreements (SLA), and Support Email Templates, Knowledge Base, and various other management options.• Report any issues or accomplishments of subordinates directly to CEO for review.• Maintains office equipment needs through procurement requests and maintenance.• Enhances department reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.

Support educational software products over the phone using remote desktop connections to help manage the settings. Update product manuals/documentation for 5+ software products including AccuTrack, AccuSQL, Accudemia, iAccu, AccuWB, Conference-Tracker, etc. Create interesting and interactive webinars to help educate users how to configure and use their software. Prepare and train users at 2-day seminars on initial setup, implementation, and generating reports or charts that provide useful information for the college or institution.

Install Point of Sale (POS) systems, Window 7 machines, and Kronos time-clock systems where necessary. Team leader of 700 terminal installations throughout the Universal Studios and Islands of Adventure Theme Parks. Once setup, completed trouble tickets for start-up errors and hardware issues. Awarded completion bonus for early conclusion of contract.

Diagnose computer problems with software and hardware tools. Communicate clearly using non-technical terms so that end users understand problems and advise of solutions/recommendations. Complete repairs and/or upgrades as necessary. Taking on added role as a backup for designing of business promotional products and completing print orders/jobs as necessary.

Support and troubleshoot small business customer's network issues. Access network tools and resources in order to determine network problems. Make necessary adjustments to settings as well as dispatch field technicians when required. Work involved understanding network protocols and TCP/IP configurations. Offered additional products and services that related to maintaining networks.

Diagnose computer problems with software and hardware tools. Communicate clearly using non-technical terms so that end users understand problems and advise of solutions/recommendations. Complete repairs and/or upgrades as necessary.

Engaging with customers, quickly determining their needs, gathering the required products, and closing the sale are the keys that led us to meet our sales goals. There are several extended warranty service plans, Internet security suites, as well as computer maintenance service plans that we would offer in order to reach our monthly goals. Commissions were paid based on how well we completed these goals. Ranked 5th in overall sales on our team of about 50 salesmen.

Honorably discharged. Awarded for meritorious accomplishment of tasks required during the Operation Enduring Freedom/Operation Iraqi Freedom missions. Aided in the coordinated movement of over 16,500 vehicles and 65,000 pieces of equipment from the Theater Distribution Center (TDC) in Kuwait. Assigned to create the layout for operations at the TDC directing flow of traffic operations using AutoCAD 2000. Logged 11,123 miles as the driver of the commander during convoy movements. Maintained Active Secret Security Clearance.