Technical Support Agent III, Business ClassProvide technical support and troubleshooting for internet and telephone connections, focusing on first-call resolution and customer satisfaction. Support for DOCSIS internet, telephone, and cable modems, configure wireless connections, and perform static IP scripting. Set up dispatch work orders for onsite troubleshooting and provide customer education on business products.

Client Technical Analyst IIProvided technical support for accounts including AutoTrader, AutoNation, BMW of North America, Carfax, Drive Chicago, Dynatron Software, MOC Products Co., OneCommand Marketing Solutions, Peak Performance Marketing Solutions, and Vital Insights Group. Managed data extractions and polling for variety of automotive database systems, including ADP Elite, ADP Alliance, Reynolds & Reynolds ERA, Reynolds & Reynolds UCS, Dealertrack, AutoMate, and AutoSoft.Trained dozens of employees both locally and abroad on supporting internal proprietary software as well as databases and data types used by dealerships, resulting in increased new-hire productivity and retention. Trained BMW and Carfax support teams in service, sales, and inventory functions of dynamic reporting solution used by more than 2.5K dealers.Launched support account for Peak Performance Marketing Solutions, assisting client dealerships with targeting, retaining new and existing customers, ensuring increased business and customer loyalty.Worked directly with hundreds of individual dealerships and dealer groups on behalf of clients, setting up report configurations and polling on numerous vehicle database systems, resulting in expeditious data aggregation and exceeding client service level agreements. Reduced support backlog for BMW and Carfax clients by more than 50% by implementing client health reports for inherited customers, reviewing outstanding work orders, and streamlining all workflows and automation processes.Acted as lead support technician for BMW, Peak Performance, and Carfax clients, providing comprehensive daily data exporting, troubleshooting, managing more than $10K in total monthly revenue, and composed instructional articles in company knowledge base detailing the daily procedures and issue resolutions for these accounts.