Create tickets in salesforce for customer call-ins and identify problems and provide solutions Diagnose network issues as well as troubleshoot hardware issues with the productWork with the engineering and product team to provide solutions to customer issuesMigrate over the RMA process from the IT team to customer success

Supported my Tier 1 support team with articles and trainingMigrated customers from the old platform to the new Director platform at a 90% and above success rateWorked with customer support specialists and marketing to effectively communicate to the customer about their migratingParticipated in daily management to report the numbers for migration and provide countermeasuresSpecialist in change and release for our main platformWas in charge of testing new features and communicating the changes to the rest of the teamWas the main point of contact for support for multiple successful deployments to our Director platform

Completed an average of 15 calls per day under 10 minTroubleshooted with customers to solve technical issues with their ELD/HOS productResolved 3 month old ticketsAnswered calls from customers who were on hold for 4 hoursMigrated customers from our old platform to our current platform as part of a special projectWorked with customer service managers and marketing to make the migration progress as smooth as possible

Completed an average of 15 calls per day under 10 minTroubleshooted with customers to solve technical issues with their ELD/HOS productResolved 3 month old ticketsAnswered calls from customers who were on hold for 4 hours

Setup computers for employeesLoaded necessary software for employees on their workstationsAdded new users and gave them their correct trust roles in active directory

Delivered Flowers to Clients Managed displays of flowers and trees for events such as weddings and showsResolved technical issues related to computer complications

Removed viruses from infected computersReformatted computer hard drives Installed program and software updates Utilized Excel to generate project expense worksheetsRegistered and created logins for new employees on the local server