-Manage team of 3 analysts in day to day workings of partner support department. Managing Scheduling, PTO and other requests.-Facilitate working with team on KPIs.- Reducing Ticket backlog from over 400 to under 100. - Worked with team to move to fully remote work from home. -Meet with top 20 Partners and discuss issues and enhancements- Provide development consultation for partners of Updox during implementation with out public APIs. On going support for those implementations.- Escalation path for clients for the most urgent of issues.- Work with dev and devops teams to facilitate priority of issues.- Facilitating testing of new enhancements

- Worked with EHR partners as level 2 support to resolve issues with Updox Inbox and API's-Lead meetings with EHR partners. Addressing trouble tickets as well as enhancements- Updated Confluence knowledge base as new products and services added- Run SQL queries for reports

This position includes working on phones and using remote control software to support a medical software faxing application with clients across all 50 states and territories • Work to ensure tickets are documented correctly for proper metrics. • Training and onboarding new clients daily and helping them intergrade with their various EMR software• Work 30-40 tickets a day as well as taking incoming calls and responding to email requests.• Meeting with dev, QA and other teams to ensure escalated issues are tracked correctly to resolution • Work with and troubleshoot Macintosh systems with configuration. • Designated to work night shift alone and unsupervised. • Work as escalation point for issues involving terminal servers and multi-server environments • Work out billing issues with clients and give credits when needed. • Train and onboard new Service Desk employee's • Build and maintain Service desk Knowledge base.

Responsible for the management and development of a team of 6 support and customer service agents. • Deployed Remedy Force ticket system that provided executive staff metrics to track call volumes and compile common trends in issues. • Managing Remedy Force Ticket system. Including, Adding new staff, creating new groups, updating ticket categories, adding new clients, and ticket templates. • Managing help desk schedule to ensure proper staffing levels. As well as work with other departments to ensure new issues were cataloged and fixed within our SLA. • Trusted to build and Image stations for quick turnaround deployment projects • Assisting 3rd party installation team for software support during upgrades• QA testing software with real use case scenarios to find bugs• Worked with other departments on escalations to ensure quick turnaround of any outage situation’s• Facilitating incident review meetings weekly to ensure all tickets are completed within specified SLA • Created and managed training protocol to ensure new hires are brought on quickly and efficiently

This position includes working on phones and onsite at client environments for a variety of industries around central Ohio.• Performed regular system backups and recovery procedures, closely following SOPs to ensure system security using Dell Appasure, Symantec backup Exec.• Proactive monitoring of servers and workstations to minimize downtime for clients• Awarded honors for SLA and ticket management adherence.

This position included working in a call center environment to support a large company, with large call volume across the United States. Hardware, software, and VPN support. Telecom support is also included in day to day operations. Worked with established SOP for call length and Quality Guidelines Walked users though setting up mobile Hotspots and Phones.• Maintained 95% FCR Rating• All tickets are entered into HP Service Center, for record keeping purposes• Over 90% Quality Rating• Guided users via Go to Assist or verbally through the install process and any connectivity issues• Troubleshot Lotus Notes mail issues• Setup email on Blackberry BES, IOS, Android phones and tablets• Active directory tasks included Group changes as well as password and logon management• Removed virus and spy-ware from Employee and Agent Machines, using MacAfee tools as well as Malware Bytes

• Worked with 8 state Utility Call centers with on-site software to ensure software met state and federal standards.• Worked with customers in USA and Canada in a variety of different organizations from oil companies to small towns.• Authored documentation for all products.• Created Knowledge base for support documentation.• Worked with clients with setup, training, and deployment of software.• Remotely upgraded servers and client machines.• Worked to create fair on-call and after-hours support rotations.• Q&A tested new software builds on weekly basis.

Providing end user support as well as well as configuration and troubleshooting for a medium sized architecture company. Platforms included OSX and Windows based systems and servers. Responsibilities included;• Taking phone calls and being the 1st level support for all issues. • Work issues with clients for FCR or escalate issue to leads• Working to automate patching for all workstations and applications.• Building and deploying new servers as needed. • Building new images and, updating software on existing images and machines.• Responding to end users support needs either in office or via remote. • Setup new hire and new upgrade machines.• Also responsible for inventory of all computer systems and electronic equipment.

Cashier and Stocking duties as well as general office tasks as needed.Traveled with company to conventions to help sell merchandise.