Provide support for appliance and cloud-based email security services. Managed support queue and documentation through Salesforce CRM. Manage new customer activation and integration for the entire job process. Over 500 new customers with a 94% retention/renewal rate since 2010. Provide individual and group training of new customers and onsite administrators. Assisted in creating and updating training curriculum. Built customer loyalty through timely and effective one call resolution resulting in 40% increase in customer renewal/retention. Ability to translate technical issues to end users. Provide root cause analysis and solutions for incidents. Utilized VPN, RDP, TeamViewer, GoToMeeting and other tools to conduct help desk and software support. Linux, Vmware, Windows server configuration and management in data center, managed backups for multiple client systems. Performed limited system administrator functions managing local network, printers and PCs. Quality assurance testing of product updates and new features. Worked with development staff to improve product for better customer satisfaction causing increased retention/renewal. Ensured tasks were completed in line with SLA’s.

At Message Vision, an internet document delivery company with a SaaS business model, provided technical support and training for clients via telephone and email. Wrote technical documentation, and provided quality assurance testing on new applications. Managed the support ticket system and was the liaison between operations, sales and customers.

Supervised a staff of 7 officers in Southern Orange and Riverside counties providing security patrol services of private communities and buildings. Attended association meetings as well as trained and supervised the officers in their nightly duties.

Responsible for route sales and support of existing customers. Attained twenty percent annual growth within my region and sustained a high retention rate with existing customers.