• Onboard Partners to Autotask PSA and/or Datto Commerce in their allotted time frame, ensuring that Partners are ready and comfortable to use their products at Implementation completion• Manage and reply to partner emails to ensure that questions are answered in a timely manner, prioritizing based on urgency of partner request• Manage projects to ensure that partners are not going long periods of time without check-in / communication • Track information regarding content of calls, questions received and covered between calls, and where partners are in their Implementation to keep them on track and to ensure that all relevant topics are covered during our Implementation• Ensure that best business practices are provided to partners as needed, overcoming objections, and figuring out how to make the product work for the partner in ways that may be like their current software if requested • Keep a clear line of communication open with their Account Manager/Onboarding Manager/Partner Success Manager if additional product purchases or concerns are brought up during Implementation• Assist new team members in learning about the Implementation process, with being available to have new team members shadow calls, providing new team members with best practices for call flow, email templates, and project management • Continue to learn and grow in my knowledge of Autotask PSA, Datto Commerce, and Datto RMM as new training and materials are available • Assist team with any questions as they have them regarding Autotask and Datto Commerce • DattoCON 2021 - PSA Accelerator Bootcamp – Lead Presenter• Assist Partner Training Team with webinar moderation and in person training • Learn and begin to implementation Kasey’s PSA product (BMS) and Documentation Product (ITGlue) with a target of October 1, 2022. • DattoCON 2022 – PSA Optimizer Bootcamp – Lead Presenter • Present and train partners at the Team Logic IT Owner Summit – October 2022

• Assisted colleagues with advanced troubleshooting and questions regarding the Autotask PSA software and integrations• Assisted in delegation and management of queues and backlogs when colleagues are out of the office• Monitored cases that have come through Senior Queue for quality and troubleshooting concerns, providing feedback to both colleagues and Supervisors as necessary• Assisted in the onboarding and training of new hires to the PSA software• Worked with colleagues to provide best practices for troubleshooting next steps with Partners, based on their individual skill set and coaching needs• Provided feedback to team members regarding quality and processes on cases that are sent through the Senior Queue• Prioritized interactions and cases based on the needs of the customer and team• Maintained the balance and flow of the Senior Queue, while assisting colleagues with live interactions• Assisted in escalated situations, finding out of the box solutions to meet the Partner’s and Company’s best interests, while maintaining a professional and friendly relationship with the customer• Worked with Partners to determine the best way forward for them, regarding best business practices, within reason on the support side.• Ensured that all tickets are documented with troubleshooting and resolution notes for ease of review by colleagues and management• Worked with colleagues to help to gain confidence in themselves and the knowledge they have of the Autotask product while taking calls and chats

• Work with Partners to determine the best way forward for them, regarding best business practices, within reason on the support side.• Ensured that all tickets are documented with troubleshooting and resolution notes for ease of review by colleagues and management• Worked with colleagues to help to gain confidence in themselves and the knowledge they have of the Autotask product while taking calls and chats

• Worked with customers to find devices and plans that fit their needs • Assisted in troubleshooting and billing inquiry resolution• Exceeded customer experience goals via Representative Interaction Survey• Focused on creating an amazing customer experience while meeting company quotas

• Communicated with customers daily to ensure that they knew the status of the products on order • Managed projects within the shop to ensure that they are completed on time, and move between departments in a timely manner• Helped to overcome scheduling obstacles and determine which projects needed to be expedited over others based on the needs of the customer • Worked with outside vendors to assist in the scheduling of product finishing.

• Managed daily schedule for 4 supervisors and 20 employees, which included meetings, coaching, vacation time, shift schedule, and employee call outs• Excellent organizational skills, to ensure a paperwork is in order regarding employee files and HR if necessary• Excellent Time management skills• Ability to ensure accurate and detailed notes on all meetings • Extensive knowledge in project management• Ability to deal with difficult customers in a professional way, resolving issues in a way that ensures all parties involved are satisfied with the solution.• Ensured all trainings and mandatory paperwork completed by all employees• Flexible and knowledgeable in all positions within the store to ensure that I can step in at any time to complete tasks necessary from sales to operations.• Completed delegation of tasks as needed, while ensuring that all tasks were completed properly and on time• Focused on ensuring that the workplace remain positive in tough situations• Worked with employees to increase store morale and gain buy in when changes occurred in the sales process or policy changes

• Exceeded sales goals in growth and revenue• Mentored and coached other sales representatives in areas of opportunity to help to increase their sales, and the overall sales of the store. • Assisted customers in finding the best device and plan options for them, while keeping the company and customer needs in mind.• Worked with customers to create solutions to billing and technical issues.• Assisted in educating customers on new devices and plans, while building trust and loyalty to continue to grow my customer base• Worked with escalated customers and the representatives that they originally were assisted by to ensure any issues that occurred at point of sale or billing were resolved to the satisfaction of both the customer and the company

Project Management Experience in this Role: • Welcome Back - Assisted in reacclimating representatives that were out of the business on extended leave to ensure they were up to speed on all trainings, new company initiatives, and comfortable taking customer phone calls prior to going back to their team. During this time, I also completed a daily schedule for each person, while multitasking and managing new representatives returning to work, creating their schedules, and filing reports to send back to their floor managers upon completion of the program.• Peer Enrichment - Worked one on one with representatives in the bottom 10% of performance within the call center to enhance numbers and drive results through changing behaviors. By creating customized action plans and partnering with the representatives to ensure that they were bought in to the plan to be successful, we were able to return representatives to their floor manager with new strategies to be successful. • Technical Support Lead Transition Assistant - Created pre-training program to refresh customer service representatives on basic troubleshooting and tools prior to promotion to technical support training. Assisted trainer in facilitating and creating classroom trainings for representatives based on call taking experience as a technical support rep. Facilitated recap times customized to learning styles using an open dialogue to help new technical support representatives to be more comfortable with their new job role, creating a safe environment for questions and concerns of the new position. Continued tasks completed as Technical Support Coordinator and:• Provided assistance answering questions and taking escalations as point of contact for co-workers• Assisted internal customers with providing devices from equipment cabinet when requested• Created incentive program for teams within the technical support department

• Provided customers with advanced technical troubleshooting. • Worked with customers to resolve issues concerning device and network functionality.• Assisted customers with learning how to use their device

• Answered customer's questions about bills and their account. • Completed general technical troubleshooting. • Matched customers with the correct calling plans and devices to fit their needs. • Worked with the HR Team on a project to introduce new employees to the company prior to their first day of employment through Facebook.