• Use basic and advanced troubleshooting techniques and methods to find and resolve issues while maintaining ITIL principles and practices.• Use CRM to manage and resolve open tickets and provide updates to the customer.• Prepared new computers to deploy. Imaged, installed antivirus, and other programs the department requested.• Coordinate problem resolution with engineering, customer service, and other personnel to expedite repairs.• Interact with customers to resolve product or service problems by clarifying the customer's inquiry and complaints.• Reporting and communicating problems with service center to determine the cause of the problem; expediting correction or adjustment; following up to ensure resolution and execution of required corrective actions.• Timely report customer complaints/problems to global case management tool seeking for the cause of the problem; expediting correction or adjustment; following up to ensure resolution and execution of required corrective actions to fulfill customer needs.

4/11 - 9/14 and 6/16 - 8/18 (rehire)• Vast knowledge of all HP Commercial Notebook product lines, such as Pro, Elite, and Workstations. As well as HP Commercial Printers.• Take inbound calls and troubleshoot to identify root cause for all software and/or hardware related issues. This information is used to successfully resolve moderate to more difficult technical issues.• Troubleshoot network related issues or setup assistance, such as deploying images via PXE boot or using cloning software. Creating a universal image for enterprise deployment. • Expert at creating software and hardware RAID’s on high-end workstations. Setting up dual graphics card and dual processor configurations via BIOS settings, RGS or Intel AMT KVM. • known as one of the most astute individuals on the team for troubleshooting, and finding the root cause. • Expert at using CRM systems to create cases for tracking and dispatching repairs.• Primary interface between the sales, technical, and logistics organizations for driving issue resolution.• Act as team lead to entry-level peers.• Collect repair data using Excel to record known issues, and report to level 2 engineering for service advisories.• Resolve issues that have been escalated beyond primary solution means to recover customer loyalty.• Spearhead weekly trainings on new commercial products, advisories, and recalls.

• Collaborated cross-functionally with internal teams (product management, market operations, customer support) to deliver user data influencing product decisions, policy changes, communication updates (Ex: Voice Alert for drivers when a new pickup is added to Lyft Line).• Took ownership of the Customer Satisfaction Recovery Project: Reached out to our users through Desk & phone to recover our CSAT score. Pulled data from Mode, monitored and analyzed Salesforce Desk metrics, organized the data/formatting overhaul to maintain integrity and accuracy. Successfully increased CSAT to 95%.• Executed driver outreach to take part in focused groups for new product feature testing.• Prioritized and resolved general customer inquiries in CRM system, using Desk and Zen Desk.

• Provide proactive assistance in pursuit of reducing problem occurrence related to service, product, technical, and client-relations questions on subjects such as features, specifications, and repairs on current and discontinued products, parts, and options for enterprise account clients.• Focus on implementing plans to improve the client experience by focusing on: issue assessment, ownership, client engagement, client pain point determination, action plan development, and solution team engagement.• Review and identify root cause for all escalated service requests and use this information to improve continuously, acting as primary interface between the sales, technical, quality, and logistics organizations for driving issue resolution.• Proactively communicate emerging issues via monthly reporting; act as voice of customer back to senior management and key stakeholder groups.• Successfully resolve moderate to more difficult technical issues from inbound client contacts and notification systems.• Resolve issues that have been escalated beyond primary solution means to recover customer loyalty.• Participate in projects for process/quality improvement.• Act as team lead to entry-level peers.

• Assisted customers with a variety of financial needs and goals, processing transactions in an accurate and timely manner while delivering quality customer service.• Detail oriented and able to interpret customers needs, providing value-added financial products and services.