VAIO / Tablet technical escalations and QA (Tier3).• Leads small group of VAIO Product Specialists• Provide Hardware/Software support to Tier2 agents• Respond to escalations within 24hours• Attend relevant product meetings and training• Support other Product Specialists and delegate case work to team• Act as liaison between Tier2 & engineering / interact with various areas of Sony to provide solutions• Provide Business-to-Business support via email• Provide product training and feedback for Tier2 agents• Conduct biweekly/monthly tech reviews to keep agents sharp on top issues• Provide parts / SKU / specification / BOM analysis• Conduct QA testing on VAIO and other products to reproduce unresolved issues• Respond to technical escalations in community.sony.com & other social media• Responsible for oversight of escalations to Sony Cierge (VIP / premium customer support)• Authors Knowledge Base content and conducted preliminary review of the several thousand KB submissions by Tier2 in FY09-12• Targeted and helped achieve multiple performance milestones for call center agent improvement and achievements• Android 3 & 4 / Windows XP / Vista / 7 / 8 / 8.1

Tier2 VAIO technical support• Provide Tier2 phone support to Sony customers (internal and external).• Inbound call queue and outbound call support• Call documentation• Author KB (Knowledge Base) content• Software troubleshooting• LogMeIn and Remote Desktop assistance• Hardware failure diagnosis• Dispatch technicians for warranty repair services• Assistance with recovery / re-image / upgrade / downgrade• Windows XP / Windows Vista / Windows 7

Tested PC function following repair. Provide feedback to repair technicians.