As the Product Manager, I regularly evaluate the software solutions that AB&R offers in our Asset and Inventory tracking solutions. I am the knowledge resource for our sales team and evaluate the needs of our clients to develop an RFID or bar code solution using the best software and hardware for the situation. Maintain knowledge of the software products we offer and research other software and hardware to stay at the forefront of technology for the industries we service. Provide training and software demonstrations as well as produce media relating to all of our solutions. I also manage the relationships with our vendors.

Software testing and evaluation, documentation of requirements, bugs, user manuals and help systems both in-app and online.

Provide technical support and hardware service for personal computers and networks.Sales of computer parts and complete systems to individuals and small companies.Website development of new customer sites and redesign of current sites.Marketing efforts to grow a new business from start-up to profitability in only six months.

Led a group of Technical Support Specialists to improve customer satisfaction from only 45% to 86% in two months.Integrated two Help Desk units with cross-training and team-building, resulting in one efficient, consistent and unified support group.Reduced hardware and software expenses by 20% using more cost effective vendor and shipping options.Implemented procedures to improve remote technical support, reducing time spent on each call and related outages by 30%.Designed images for thin clients and desktops to improve consistency and performance across enterprise systems.Developed policies and procedures for supporting smartphones and tablets both locally and remotely.

Evaluated current and future technology needs and led improvements in methods and techniques resulting in reduced support expenses and more system uptime.Converted outdated systems and methods to modern hardware and processes, improving user efficiency by 50% or more across all locations.Designed and implemented a system of terminal servers and thin client workstations for every school in the district.Developed and deployed desktop images for all PCs to assure highly available and consistent end-user experiences.Built a strong team of technicians and vendors to assure system quality and a productive user environment.

Led a group of Technical Support Specialists to maintaining more than 90% customer satisfaction on all service calls over a six year period.Built a team of Support Technicians and helped them to develop both professionally and personally, resulting in very successful and loyal employees.Implemented procedures for remote technical support of Continuous Availability Computer Systems worldwide; including troubleshooting problems with hardware, software and communications protocols, ordering parts and verbal guidance of part replacement within strict time guidelines.Led interdepartmental team in the development of a work order ticket system, improving communication and efficiency throughout the Customer Service Department.

Created, maintained and marketed all aspects of a large web site; including web authoring, database maintenance and graphic design. Taught Internet classes at beginning to advanced levels and received a bonus due to high amount of positive feedback to management.Addressed all customer inquiries and provided customer service for all internet accounts.

Designed all stationary for Arizona State University departments from desktop publishing, layout and graphic design duties to overseeing printing.Tasked with the setup and management of two new copy and design centers for the University.