Accomplished help desk professional and call center supervisor with proven ability to motivate and mentor support team members in order to provide unparalleled customer service and technical support to over 2500 veterinary clinics worldwide. Oversaw and provided email, telephone and online software and hardware support of IntraVet Veterinary Practice Management software, helping to maintain the company’s 12-year number one technical support rating in the industry. Duties included the following:Configure and troubleshoot routers, printers, workstations and Win2k3 Terminal Services clients; configure internet access, Remote Desktop connections/VPNs; installation and trouble- shooting of POS hardware, lab equipment and barcode scannersProvide leadership and assistance with the above to 20 Technical Support Agents in the call center, assign special projects according to individual skill levelsDocument all client interaction in Clientele softwareSupport all aspects of software function, including POS transactions, accounting and productivity reports, inventory control, digital imaging, reminders and client forms and handoutsRevise print and online IntraVet software manualsMonitor and record support calls and provide three assessments per employee per monthAccept and resolve all escalated support issues, such as verifying bugs and data problemsAppointed liaison between clinics and sales staff of parent company by company director