• Provide support for Standard Countertop and Smart terminal provisioning, installation and troubleshooting• Provide support for complex Multi-Platform Payment Gateway provisioning, POS provisioning, SaaS integration troubleshooting and installations• Research more complex problems that require nuanced troubleshooting, contact agents via phone and/or provide clear, written instructions and technical manuals• Take inbound calls from Merchants and Agents• Contact Merchants and Agent Offices to resolve ongoing payment technology issues• As Subject Matter Expert, handle Payment Technology and Device compatibility questions on the floor and in chat, from all internal departments and answer questions from other Technical Account Managers handling calls.• Investigate and troubleshoot Data Integrity Noncompliance alerts caused by unusual and inconsistent payment data being transmitted (VISA, MasterCard, Discover, AMEX)• Create training guides to outline new processes for resolving nuanced issues, for new and existing Agents and Tech team members to reference• Manage payment device orders, returns and warranty replacements using proper partner channels• Utilize Mainframe to enable/disable tokenization• Payment tokenization provisioning and troubleshooting for 3rd party integration solutions• Investigate potentially fraudulent payment activity in collaboration with internal RISK department on FSP accounts

• Serve as first point-of-contact for patients and medical professionals on all technical and service levels. Provide assistance with patient support issues. Coordinate with Quality Assurance to ensure compliance.• Take calls on patient inquiries and complaints. Respond to patient phone calls and emails with troubleshooting tips and specific instructions. Review and discuss data with patients. May require some training of patients over the phone, email or via online chat.• Access and update patient accounts through computer based systems. • Monitor current procedures to ensure compliance with set standards. • Provide technical support to patients and healthcare providers.• Promote and maintain high-quality technical support standards within the Technical Support department. • Resolve hardware and software issues. • Use and maintain software and databases appropriately. Document and analyze patient and product information, send replacements and samples, and perform patient follow-up per department standards.• Participate in new product training as required when new products are launched.• Comply with all elements of the Quality System, regulatory requirements, and patient confidentiality and privacy as outlined for the position.

• Active Directory Account Administration• Utilize Remedy and CA to track incidents• Troubleshoot VPN connections• RSA token and certificate administration• Troubleshoot and support Outlook/Exchange accounts• Salesforce User Administration• BYOD/Mobile Device Administration.• SAP Account Administration• Remedy Profile Administration• Utilize Remote Desktop tools to assist remote clients• GOOD for Enterprise Messaging Administration• Blackberry Works Messaging Administration.• Troubleshoot Windows 7/10 OS issues• Troubleshoot Apple iOS Desktop/Mobile device issues

• Consulted with lab managers to determine topology requirements for the network layout needed to assist cable pullers in wiring the labs’ new location with cat 5, RJ 11, and fiber• Assisted in hiring process of cable pullers, team leads, and interviewed potential candidates• Created teams and assign duties to the lead associates of each team• Assigned team hours and location for each team to ensure clients’ needs are met• Verified the quality of work at the end of the day to confirm client requirements and to ascertain if the project was on schedule• Periodically met with lead associates to update on the project’s progress, and to address any issues that need to be resolved

• Provided clients support for U-verse products consisting of IP-TV, VoIP, High Speed Internet• Troubleshoot client issues pertaining to services and dispatch LFO’s (Line Foreman On-site) • Investigated line problems (FTTN or FTTP) with LFO techs to resolve any inside or outside wiring complications that would cause disruptions in service. (Pixilation, slow internet, dropped calls on VoIP, ect.)

• Help desk support for hotel staff and clients; diagnose and assist with resolution of problems with wireless and Ethernet networks.• Walked hotel staff through network hardware installs by phone.• Translated technical terms into non-technical language.• Configure switches, routers and wireless access points for Best Western hotels as either a replacement, or new property install.• Setup and troubleshoot issues with WDS networks and cabling• Dispatched replacement network equipment such as switches, routers and wireless access points, to repair hotel network problems• Remotely manage (RAS) the hotels network equipment to check for any anomalies in the network.• Traveled to other Best Western hotels to run Fluke cable diagnostics as needed. • Re-terminate and replace cat5 runs as necessary to resolve network issues.

• Help desk support for Dell clients to provide resolutions within warranty coverage• Escalated problems that were beyond warranty coverage • Translated technical terms into non-technical language• Shipped replacement parts and software appropriate to client’s system• Followed up to verify client issue was satisfactorily resolved• Walked clients through hardware and OS installs, using remote desktop protocol when possible• Assisted with hardware re-configuration with RAID 0-5+1 when applicable

• Provided deskside support for both students and staff in a windows environment.• Managed network resources for students and staff using active directory.• Troubleshoot networked printers and other peripherals.• Refurbished and repaired donated servers and desktop/laptop computer systems. (up to 400 at a time)• Run and terminate Cat5 cable and install punch-down blocks, to convert conference rooms into classrooms to accommodate 25-30 students each.• Use fluke cable testing equipment to insure punch-downs and cable runs were correctly terminated.• Assist students with learning computer skills curriculum for all Microsoft Office products.• Setup and Manage VLAN resources for students using Cisco iOS commands on Cisco Catalyst 4500 router/switch.• Assist with on-site server tape backups.• Make hardware/software recommendations to Management to improve productivity within 501-C3 non-profit budget constraints.