Manage our Cloud Backup Admin Console and maintain over 30+ data for customer backupsSetup restaurant/retail/hotel systems ranging from 1-2 stations to 10+; including all printers and any credit card integration required..Helped troubleshoot and resolve network related problems for live businesses.Worked with software engineers on the companies software to update and enhance performance and user interaction.Provided customers with on-the-spot fixes for software and hardware related issues so they could continue to run their business.Built a dedicated clientele base of customers that continually request me personally when asking for technical support.Quickly became a top performer with the company and continually manage the most technical support cases daily.

Handle Technical questions/issues from production experts.Helped develop a reporting system to reflect accurate data to provide to management and client.Provides accurate reporting on RAW Conversion % along with adjusted % rates for sales.Helps develop expert confidence and skills with Microsoft applications.Handles project huddles and team meetings.Submit and manage any tools bugs.Walks the floor to help monitor experts activity and assist with customer interactions.

Create and dispatch cases to appropriate work group.General support assistance for consumer product issues.Act as front line support for incoming support calls.Act as floor lead when necessary.Mentor new hires to help bring down AHT by 3 minutes or more.Achieved 100% Top Box resolution on customer surveys after only 2 months.Currently among the top performers on the project.

Primary Customer Care Agent for Juniper Networks Project -SMEProvided personalized customer service of the highest level by discerning technical versus non-technical issues, and assisting customers with specific Admin related issues and inquiries, or dispatching to the appropriate technical support team to ensure faster resolution and higher CSAT.Subject Matter Expert (SME) for all Customer Care related processes. Provided level 2 support to Primary Customer Care agents, resolve escalated cases that level 1 could not resolve.Effectively managed difficult customer situations by responding promptly to the needs of the customer and solicited feedback to improve services.Mentored and provided training to new-hires, assessing strengths and weaknesses of team members and consistently provided support to develop their skills.Provided guidance to colleagues on policies and procedures, protocols, or systems.