-Drive operational excellence through providing improvements with customers and account satisfaction -Partner with the Support & Sales Management teams to drive process improvements.-Provider regular account level reports to Sales Management, Gold Support and APAC Support Management regarding critical escalations.-Act as a bridge between SEO (T3), Trellix Labs, Engineering, Customer / Partner and provide management for important support and sales escalations-Coordinate resource alignment and engagement.-Attend customer calls (and Sales as needed) to represent Support management on Sales escalated cases-Provide critical and/or complex incident management:-Develop and maintain a prioritized incident list of Sales escalations-Coordinate resources throughout Trellix (i.e., Support, Sales, ML, Eng., etc.) to address the action plans for escalated customer’s issues.-Provide Internal communication and escalation between sales and customers-Educate and promote best practices for leveraging Trellix Technical Support with customers-Regularly report on the current number of sales escalations, progress on the escalations, and summary of actions taken on the escalations.-Liaise with multiple tiers to ascertain progress on escalated incidents.-Work on developing reports on different KPI’s and parameters related to Sales escalated cases.- Own the critical Escalation tracker

-Queue management-Provide additions to weekly team meetings-Assist on higher level issues-Asist in training of new hires and interns-Daily and monthly number tracking

-Provide customer support for core Trellix/FireEye products-Maintain excellent customer service rating-Continued learning-Goal setting and meeting of those expectations

• Spearheaded local MES implementation/integration• Performed central tasks for a successful implementation, including issue monitoring/resolution, scheduling, information dissemination, and resource management• Coordinated communication across all areas of related business • Provide daily progress reporting to management

• Provide customer facing support for all SAP offerings• Ticket routing and monitoring via SNOW• Facilitate communication between end users and engineers• Continued self-education on industry standards and new methods

Continued duties from previous role.Additional duties:Agent support across numerous various products and their install required counterparts.Advanced scripting support (JavaScript/proprietary)Advanced SQL support (Microsoft/Postgres/MySQL)Security and certificate management/troubleshootingNetwork remote supportTeam lead document creationAdvanced support for Australia and New Zealand added to America's support role.

• Provide full support across all Supply Chain products with continued customer focus• Coordinate with other team members to find answers to uncommon issues• Keep up to date with product releases and changes• Create new documentation on fixes/workarounds to product issues• Identifying and submitting bugs to engineering • Server management• Scripting, proprietary and JavaScript

• Monitored email, phones and ticketing system• Diagnosed and repaired issues remotely with Cirris hardware and Easy Wire software• Submitted and monitored bug fixes with engineering• Repaired common database issues• Provided network support• Onsite support when requested• Software training and implementation

● Making outbound calls to clients to raise awareness of upgrade● Field incoming calls to assist with upgrades● Use remote access to perform upgrades.

● Day to day provisioning of new Cisco IP phones and voicemail globally● Supervised New Jersey Fitness project in which we converted to analog Cisco phone systems. Managing agents and field technicians across the country, assuring equipment was programmed and moved at scheduled times so that productivity was not lost.● Project lead Extension Mobility profile conversion. Coordinating with management to ensure hard phones were converted to base phones, and agents profiles were converted to digital profiles during appropriate times.

Working with the employees throughout the affiliates to find solutions to their network and system needs. Acting as liaison between the affiliates and various system admins. Performing remote desktop repair.Maintained survey score average of 3.92 out 4.0 rating systemKept to a first call resolution protocol, adhering to 93%Assisted other agents with troublesome issuesRecognized patterns in calls that would show a bigger issue at hand, thus resolving issues more effectively and stopping the loss of countless man hours

Assisting both with other agents and providing customer service. Helping answer customers billing questions and troubleshooting Internet and phone equipment.Promoted from level one to two supervisor within the first month of serviceMaintained a 3.97 survey score rating based on a 4.0 scaleMonitoring multiple chat rooms to assist other agents using screen share, while taking supervisor escalation callsResponsible for the happiness of escalated customers to the supervisor level