● Provide specialized support to Priority Dispatch customers and employees.● QA testing to ensure discovered software issues are resolved before new releases.● Assist with datamining Microsoft SQL databases● Travel to an onsite location to implement software solutions for new customers.● Create easy to follow support guides.● Specialized in installations and data migrations.

● Direct in-home sales consultations focused on the customer’s needs.● Acknowledged for being customer focused.

• Provide top-quality technical support to business customers as well as real-time call center support queue management and reporting monitoring.• Lead team to achieve some of the highest stats in the company with 90% on-time response, 70% utilization, and high scores on customer service surveys.• Train new employees and mentor team to ensure quality and timeliness of tasks.• Document and update support processes during product rollouts and migrations.• Leverage exceptional knowledge of industry standard approaches to troubleshooting and customer service.

• Held various customer service and team training roles for call centers supporting residential users.• Accepted into Diamond Ambassador Program in recognition of consistently high rankings in key metrics, including handle time, quality, and customer service.• Earned award for excellence on Homezone support team, a special project to revise technical documentation for new product line.• Developed a mock routine to analyze strengths and weaknesses of support agents and improve service quality. • Trained new employees in one-on-one and classroom settings and tracked their progress.

• Made in-home sales presentations for whole life insurance for union-based employees.

• Launched independent business to install and configure home networking and entertainment wiring systems.• Consulted with potential clients in their homes regarding options and technical specifications.• Demonstrated cost-effectiveness of products and services.• Created network diagrams and configured network solutions.