• Provide support for incoming queries and develop subject matter expertise. • Investigate product complaints, perform root cause analysis of failures, and propose remediation or escalate in a timely fashion. • Interface with customers globally to assist, troubleshoot and provide technical guidance. • Track support issues, bugs, and feature requests, working with product management and developers as needed. • Create documentation/training media on our Knowledge Base with technical guides and tips. • Assist in testing new software releases. • Work closely with production team to understand, support and correct testing issues. • Interact with customers, marketing, and sales as required to help capture user needs and look for opportunities to improve products. • Contribute to risk management, following Application Security Best Practices. • Perform all duties in alignment with the quality management system; actively contribute to the continuous improvement of the Quality.

• Provide support for incoming queries for all the Cireson products and develop subject matterexpertise in key products.• Interface with Cireson customers globally to assist, troubleshoot, and provide technical guidance.• Work with remote support/remote access tools to assist with troubleshooting and resolving customerissues.• Track support issues, bugs, and feature requests, working with the escalation team and developers asneeded.• Create documentation/training media on public Knowledge Base with technical guides and tips.• Assist in testing new releases of the Cireson products.

Training:Microsoft Course 10961C – Automating Administration with Windows  PowerShellMicrosoft Course 10962C – Advanced Automated Administration with  Windows PowerShell- Administration, maintenance, and development for System Center Service  Manager (SCSM), System Center Orchestrator (SCORCH), and System Center  Configuration Manager (SCCM) primarily via PowerShell, SQL, and front-end  web development.- Development and management of data validation and processing workflow for  integration of Microsoft Insights to SCSM.- Updated after-hours maintenance tasks to include a periodic health check  of the Service Management workflow, web host and data warehouse servers  to decrease downtime and improve performance for users. - Redeveloped a contractor-created integration process for customer data  creation, removal, and updating from an on-premise ERP solution,  addressing and automating resolution of existing and invalid data.Improvements include: - Removal of over 50,000 duplicate accounts totaling almost a  quarter of all accounts previously synced by the previous process  since it was established in 2015. - Reducing workflow duration 3-5 minutes vs previous 3 hours at 100%  CPU utilization for a Production server.- Created a new email subscription service workflow for more in-depth  criteria and email generation for support groups.- Reduced client network bandwidth usage by almost 99% of core Service  Portal tasks like Send Email (21MB reduction in API query bandwidth per  click) to reduce delays, errors, and improve communication with  customers.- Moved to a version-controlled system for quality of life improvements to  better develop, test and promote code and workflows to production.

- Provide exceptional customer service at all times.- Answer incoming calls/emails for IT-related support in a timely manner.- Consistently manage tickets in team and personal queue.- Provide regular updates to customers on open ticket status and progress.- Clearly document issue description, troubleshooting steps, and resolution  details in each support ticket.- Perform on-site desk-side support and IT equipment moves as necessary.- Assist with meeting room AV setup and instruction.- Perform computer and hardware asset imaging, deployment, maintenance, and  tracking.- Involvement in testing operating systems, applications, and hardware.- Support and troubleshooting of System Center Service Manager (SCSM),  System Center Orchestrator (SCORCH) and System Center Configuration  Manager (SCCM) issues.- Administrating roughly 100 MacOS clients via Apple Remote Desktop (ARD)  and JAMF to deploy certificates, applications and configuration profiles.

Apple Certification: Apple Certified Associate (ACA) 10.9Apple Certified Support Professional (ACSP) 10.9Training of new Sales Associates.Escalation and resolution of associate and customer issues.In addition to previous responsibilities as Inventory Specialist, Helpdesk Technician and Customer Service Representative.

Apple Certification: Apple Certified Associate (ACA) 10.8Apple Certified Support Professional (ACSP) 10.8Personally managing weekly high-ticket item inventory counts.Organizing and managing quarterly store inventory counts.Inter-store stock and repair transfers and requests.Processing dropships, purchase orders other misc. requests.In addition to previous responsibilities as Helpdesk Technician and Customer Service Representative.

Apple Certification: - Apple Certified Mac Technician (ACMT)Tier 1 support and triage of Apple hardware.Ordering parts via Apple’s Global Service Exchange (GSX).Running diagnostics via Apple’s Mac Resource Inspector (MRI).One on one training of customers.Customer hardware upgrades and data migration.Administration of store hardware via Apple Remote Desktop (ARD) & Deep Freeze.In addition to previous responsibilities as a Customer Service Representative.

Apple Certification:- Apple Certified Support Professional (ACSP) 10.6- Apple Certified Support Professional (ACSP) 10.7Sales and support of Apple software, hardware, and 3rd-party accessories.AT&T/Verizon account activation and management.

ECMAScript/jQuery used extensively for browser-based interfaces/scripts.- Small projects from creating mortgage calculators up to entire websites as front-end development.PHP5, cURL and Perl languages used for server-side scripting.Extensive API use (both server and client-side) from notable providers like Amazon, eBay, Yahoo and Google.Collaboration with overseas teams to complete tasks.