Provide second level support to major accounts. Collaboration between Project Management, Application Development, Web Development, and Product Management departments to analyze applications in determining bug fixes for ARI websites and proprietary products. Key Responsibilities: ▪ Troubleshooting XML and FTP based incoming and outgoing feed systems. ▪ Developed training procedures and documentation for Technical Support Level 1 team in Milwaukee, WI and Belmopan Belize ▪ Correspond with high level accounts and provide a personalized level of support. ▪ Work with development teams to determine priority level of tickets in queue. ▪ User Acceptance Testing for potential new functionality for storefront and the graphical user interface. ▪ Work closely with Management teams to plan and execute training webinars for internal and external end users. ▪ Recognized for creating a positive and supportive work culture focused on cross departmental training.

Provided first level support to internal and external clients. Documented cases in Microsoft CRM, Salesforce, and JIRA. Key Responsibilities: ▪ Respond to clients via email and phone while maintaining a professional demeanor to provide the best possible customer experience. ▪ Documented all necessary troubleshooting steps to resolve complex issues. ▪ Analyzing data from interactions to determine if escalations are needed to product management, website development, or application development teams.

Provided second level support to external clients experiencing technical issues with Internet, phone and cable services. Key Responsibilities: ▪ Respond to clients via phone while maintaining a professional demeanor to provide the best possible customer experience. ▪ Documented all necessary troubleshooting steps to resolve complex issues. ▪ Provided assistance and assignment delegations to Time Warner Technicians.