• Assist customers by educating on configuration, troubleshooting, and maintenance of their “Configure, Price, Quote” application which includes Salesforce.com integration.• Train new hire employees with customer service skills, environment familiarity, and department processes and procedures.• Participate in a 24/7 on-call rotation providing customer support and general datacenter support.• Analyze and troubleshoot complex data model issues to help ensure efficiency and peak performance.• Create and maintain documentation related to common configuration issues and application related problems.• Maintain, deploy and configure customer software modules into the Java based SaaS environment.• Develop and maintain custom SQL queries for customer analytics.• Troubleshoot SQL server database issues including backup failures, databaseconnection issues, and security settings.

• Trained customers on configuration, troubleshooting, and maintenance of Mimix high-availability and disaster recovery software on the AS400 platform.• Supported customers through phone and email for routine maintenance and troubleshooting of their high-availability environment.• Wrote and tested documentation used to educate customers on installation, configuration, and troubleshooting of their Mimix disaster recovery software.• Participated in rigorous 24x7 on-call rotation that provided emergency support for critical data disaster recovery situations.

• Monitored 175 customer accounts from point of sales to contract fulfillment.• Analyzed, identified, and implemented policies and procedures to ensure smooth and accurate customer implementations.• Educated customers in the online ordering process over the phone and through self-produced video tutorials.• Managed customer projects from sales proposal to successful customer implementation.

• Handled and resolved escalated customer situations, which included diffusing angry and aggressive customers and troubleshooting complex computer and networking issues.• Provided training and guidance to four classes of new employees and sixty existing employees.• Managed and generated weekly reports on team productivity and call score averages.• Coached and mentored employees on customer service, call procedures, and productivity management.