Act as an internal consultant to the services team and entire organization by leading projects to help create better efficiencies within each group.

I currently manage and provide technical expertise to the Tier 2 support team. As well as managing people my role requires me to work with development, product management, and technology leadership to best prepare the support and services teams to take and handle calls from educators. Our team is the first to take a proactive approach to assisting customers by monitoring their product usage and reaching out when we notice large quantities of errors.

Provide key insight for developing new support and escalation processes to a fast growing organization.Assist in the interview process of potential candidates giving my recommendation for each.Coordinate with support and engineering teams to resolve customer issues remotely as well as on-site.Participate in various customer site visits to act as a technical liaison to the salesforce for the purpose of customer renewals.Manage knowledge and training for all… Show more Provide key insight for developing new support and escalation processes to a fast growing organization.Assist in the interview process of potential candidates giving my recommendation for each.Coordinate with support and engineering teams to resolve customer issues remotely as well as on-site.Participate in various customer site visits to act as a technical liaison to the salesforce for the purpose of customer renewals.Manage knowledge and training for all internal tools and utilities used to support customers.Provide customer perspective to development and product management for bug fixes and new features.Maintain system requirements documentation by understanding emerging technologies. Show less

My current responsibilities include:Knowledge Management and DisseminationCreate, maintain, and distribute knowledge, which includes installation and upgrade guides, system requirements, and other artifacts available through internal and external facing Knowledge Base systems. Reverse Engineering and InvestigationsIdentify the root cause of customer satisfaction issues, and investigate potential solutions. In-depth analysis is required to uncover inadequacies in the… Show more My current responsibilities include:Knowledge Management and DisseminationCreate, maintain, and distribute knowledge, which includes installation and upgrade guides, system requirements, and other artifacts available through internal and external facing Knowledge Base systems. Reverse Engineering and InvestigationsIdentify the root cause of customer satisfaction issues, and investigate potential solutions. In-depth analysis is required to uncover inadequacies in the technologies deployed as part of the product or related to the customer environment. Development LiaisonServe as a key stakeholder who partners with Product Management, Project Management, and Development to create products that meet customer expectations and sales revenue goals.Emerging TechnologiesResearch and create proofs-of-concept with technologies used in Pearson products, such as hardware devices, network technology, operating systems, browsers, and software components (Java, Flash, HTML5). Customer EscalationsWork directly with customers to resolve issues that require the highest level of product knowledge. Customer events typically are escalated from the Sales and Customer Support organizations.Direct Support for Internal GroupsSupport Sales, Instructional Services, Field Engineering, Field Operations, and Call Center Operations with product knowledge, technology integration, and training.In the past, I have also performed these functions:Created and conducted learning platform and product training for both internal and external customers. Training was focused on end user functionality and technical trouble shooting.Proven track record of successfully coordinating the resolution of customer issues with development, various business units, and product management.Assisted in coordinating various technical testing activities for mobile devices, operating systems including the testing of bandwidth metric and device testing for Huntsville City School District. Show less

Responded to inquiries via phone, email and chat from customers regarding Pearson’s K-12 Core products and platforms.Escalated customer issues to development and management as necessaryActed as the product expert for the SuccessNet Learning platformAssisted the Engineering team in testing efforts on new products and update/upgrades.Ensured that each customer issue was handled from initial call to resolution efficiently and effectively, and met the Service Level Agreements… Show more Responded to inquiries via phone, email and chat from customers regarding Pearson’s K-12 Core products and platforms.Escalated customer issues to development and management as necessaryActed as the product expert for the SuccessNet Learning platformAssisted the Engineering team in testing efforts on new products and update/upgrades.Ensured that each customer issue was handled from initial call to resolution efficiently and effectively, and met the Service Level Agreements stated by Pearson. Show less

Provided technical support ADSL and VDSL subscribers for AT&TReceived escalations from Level 1 support and either resolved their issues or escalated to engineering.Acted as product specialists for their HOMEZONE Beta Satellite Receiver