• Assist customers or partners in responding to questions and issues with the Sage accounting applications via live help, online customer portal, and phone.• Handling Level 2 case escalations.• Case Management which includes creating and resolving cases.• Maintaining, updating and prioritizing cases daily to meet published customer Service Level Objectives• Logging cases with accurate information to provide a full record of each issue and resolution• Performing research and troubleshooting to resolve cases• Providing timely communications with clients and internal departments such as Engineering and Product Development• Contribute to the development of internal knowledge base and customer solution portal.• Understand customer needs and provide proactive suggestions to improve customer use and satisfaction.

I provided, on an independent basis, PC, Windows, POS, Help Desk computer and network service and support to numerous businesses in the metro Atlanta area. Services I provide are: Help Desk, consulting, sales, upgrades, repairs, installation, remote and on-site network/database administration, PC and printer service (in-shop and on-site), End user training and Help Desk support for Windows, as well as Aloha, Digital Dining, Focus, Pixel Point and VisionTouch POS systems.

I provided services to implement Point-of-Sale Help Desk tier 2 and tier 3 level support for clients: receive calls; provide advice, tips, and corrective action to customers, follow up to advise customers of progress on unresolved problems. Train employees of POS hardware specs and repairs. Determine the need for field engineers and parts to resolve reported system problems. Schedule and oversee field engineers in order to achieve client SLAs. Order and coordinate delivery of the correct replacement parts to resolve problem. Manage Service Calls by monitoring servicetickets, queues, shipments, vendors, and customers to ensure a successful event and fulfillment of SLA’s. Perform daily reporting as outlined in Department protocols.

ADTGI provided Sales and Support of multiple Point-of-Sale solutions for Restaurant and Retail clients and well as contracted support for Point-of-Sale dealers in the southeastern United States.

I directed the installation, administration and maintenance of over 250 Aloha POS systems. I oversaw servers, workstations, user training, Technical Support and Help Desk/Call Center support. Managed and participated in all aspects of the implementation/support role as well as supervising the Trainers, Installation/Repair Technicians and Help Desk/Call Center personnel employed.

Started my own computer sales and consulting practice. The practice provided computer and network services to small and medium sized professional, retail and specialty businesses as well as home computer end users.