• Provides prompt remote and desk side service to a building of more than 2,000 users.• Responds to tickets and new equipment & software requests within SLA .• Performs routine maintenance, repairs physical damage, and provides upgrades for laptops, desktops, printers, and handheld devices.• Images and installs software for all new and refurbished equipment issued to users.• Updates status, location, and ownership of equipment within asset management software.• Thoroughly documents all work performed and accounts for time spent in ticketing systems.• Works on specialty projects such as mass upgrades, asset disposals, and Windows 10 migrations.• Team Lead for fulfillment center hardware and software upgrade.

• Promoted to the Product Development Team focusing on the evaluation and validation of new products to be added to the product portfolio.• Established and executed testing procedures for new products.• Acted as an escalation point for technical support and sales engineering.• Tested and evaluated new products to verify full functionality and quality.• Documented all technical information pertaining to a product’s hardware, software, and overall functionality.• Reported any confirmed product defects or bugs to the appropriate departments for resolution.• Worked with sales and marketing teams to assist in closing sales and providing accurate deliverables.

• Answered incoming phone calls from end users while maintaining above average inbound call volume with excellent customer service.• Offered educated product recommendations to internal sales and external customers to suit their needs.• Provided advanced troubleshooting of product issues being experienced by customers via manuals, internal resources, or testing products.• Created application designs and drawings for large opportunities to support the sales team.• Collaborated with product engineering, product management, marketing, and sales teams to ensure accurate product data and provision of customer feedback.• Attend trainings to stay up-to-date on the latest product changes for all product lines.

• Excelled in a 24x7x365 call and support center to monitor and maintain Aethon’s medical transport “Tug” robots.• Answered phone calls from end users experiencing issues, and provided technical support for the Tug robots.• Followed up with customers to troubleshoot physical issues.• Created, updated, and resolved trouble tickets to document issues with specific robots or communications with customers.• Participated in the on-call program to travel to customer hospitals in the Pittsburgh region for on-site repair• Utilized proprietary Linux-based software and command line interface to troubleshoot and recover Tug robots.

• Setup and deployed new end user work stations, created standardized templates, and researched new methods to streamline workflows.• Digitized hard copies of files and input data for digital storage.