Technical support team lead of 1st and 2nd line support technicians Coordination of support tasks and tickets Providing pre-sales and after-sales support such as technical provisioning of new customers Providing product education and advice to support team / sales team / customers Projects (ongoing service improvements) such as customer migration projects Product documentation Shift management Staff development: coaching, training and call monitoring Provide guidance and assistance to employees to ensure they are successful in meeting objectives.

We are a distributor of various Email/Continuity, Archiving, Encryption & Web Security Mail Solutions. including ProofPoint, FuseMail, Reflexion, Sonian, EdgeWave, Symantec, WebRoot, ZixCorp Encryption, and Cisco IronPort Encryption with low minimums. We provide support on implementing solutions for Cloud based/hosted services to global clients. Services include Email Spam/Virus Filtering, Email Archiving and Email Encryption as well as Web Content Filtering, and additional services.

• First Level Contact for 44 hospitals nationwide.• Provided remote support for various Healthcare clinical and financial applications including Invision, Soarian Clinicals, MAK, and MS4.• Also provided end user support for Windows, Citrix, MS Office, and printing issues.• Maintain one of the highest 1st level resolution and customer satisfaction rating on my team.• Handle anywhere from 800-1000 total events (voice and emails) per month.• Assign problem tickets to 2nd level individuals or group queues via Gems Ticketing System.• Update and maintain Knowledge base documentation.

• Outlook and RSA SecurID Administrator. Email/Profile configuration, mailbox increases, Distribution Lists, Meeting Place.• First level support for all SAP employees in North and Latin America via Call and Ticket Dispatch Centers.• Use SAP CSS ticketing system to enter/resolve Application, Authorization and other end user issues. • Support/Troubleshoot remote user via telephone, email, and Help Desk web page. • Set up/Reset passwords for user accounts and Administrate software using Windows 2003 Active Directory Server.• Assist with Data backup and recovery. • Responded to printer failures, copier failures, and various laptop hardware issues such as BSoD (Blue Screen of Death), hard drive crashes, and laptop hardware failures.• Assist users with accessing VPN and WTS/Citrix virtual environments.• Assist users with correcting DNS related network connectivity issues• Conduct research through manuals, documentation files, and all other resources to solve problems. • Keep up to date with software and hardware technologies to support and educate the end user. • Problem Management Projects.

•Provide hands-on support, leadership, and direction to technical support team as well as oversee the daily operations of the Technical Service shop.•Motivate and coach technical support team to produce desired high performance results by making sure they troubleshoot equipment problems efficiently and correctly as well as follow up on accounts and issues they come across on a daily basis.• Monitor daily interactions and activities of the team to ensure Exceptional Customer Experience was delivered to Client’s customers.• Manage all in-store operation activities to suit the needs of the business, as well as tracking and reporting these changes.• Staff scheduling/coverage• Perform Mentoring portion of New Associate Orientation. • On the job training and development, and delegation to other associates.• Perform annual performance appraisals on customer service technicians in conjunction with District Supervisor.• Resolve any employee relation issues• Performance of monthly market reviews for Technical Service shop.• Meet and exceed quota and revenue objectives.• Conduct weekly meetings with customer service technicians as well as client’s personnel to assure the smooth running of operations and enhance the Customer Service Experience for the client, Verizon Wireless.• Incorporate any new policies and/or procedures.• Ensure quality assurance by reviewing new products to make sure understanding of new specifications.• Drive both individual and team customer satisfaction results by proactively implementing techniques and sharing with the team.• Work closely with Client Managers to help identify and fix any product issues and concerns. • Assist with inventory, and merchandising. • Was able to reduce the No Trouble Found % to the lowest in the region, while increasing staff effectiveness and Productivity.• Shop was issued a “PREMIER” Award. For achieving most improved shop.

• Promoted to a Team Leader position five months after Solectron Global Services took over the technical service department for all Verizon Wireless stores in the Philadelphia Region.• Provided customer service and customer problem resolution including customer education and demonstration of cellular phones and equipment.• Diagnosed, serviced, programmed, tested, upgraded/installed software, made minor repairs to and exchanged wireless equipment by utilizing network resources. • Responsible for timely and accurate completion of all shop paperwork and reports.• Entered and tracked customer data using the warranty database.• Used account databases to determine the call details (serving cell, date, time) of dropped calls and ineffective attempts.• Responsible for opening and closing duties within the service department.• Extensive use of general software applications as well as specific customer based systems.