+ Resolve complex Technical Issues within our data analytics software + Provide customers with complex calculations to achieve their desired results + Help users to understand and visualize their data+ Work closely with development to troubleshoot problems and document bugs and requested enhancements for the software.+ Create KCS and Knowledgebase articles to help customers and our Team identify and quickly resolve complex issues. + Tier 2 level Engineer

• Resolved complex technical issues via Live Chat and email.• Installed, deployed, and troubleshot crucial software updates.• Actively beta tested upcoming products and provided feedback that contributed to a greater product at launch.• Responded to and resolved issues submitted via social media. (Twitter, Facebook, Google Reviews)• Diffused volatile customer situations resulting in retention of large accounts.• Contributed new articles to online knowledge base.• Handled critical escalations to turn around hostile customers and retain business.• Maintained a 95% or higher CSAT rating consistently.• Coached team members to improve quality monitoring scores.• Conduct Customer calls with other internal departments in an effort to work through obstacles and resolve issues in real-time.

Assisted Educational and Government Institutions with complex technical issues via phone, email and chat. Responsible for selecting correct hardware when setting up repairs as well as assisted on site technicians over the phone with replacing key hardware in our portable systems. Tested products and applications before they were deployed to all advisors on the floor. Mentored and provided direction for new advisors coming into apple as well as those joining the education group. Provided technical assistance for iPhone users during launch at a Senior Advisor level. Displayed leadership skills by stepping up to assist manager with coaching and delivering of metrics during yearly review time. Updated knowledge base articles and special contract guidelines. Supported and assisted with the release of OS 9 and higher. Some knowledge of OS 8 and AppleWorks. Provided direction with kbase articles and processes to help stream line the technical support interaction with customers as well as service providers. Assisted with the QOL team, where we organized company wide events and functions in order topromote good moral with other co-workers.