Responsible for training new team members and providing excellent technical and customer support to all Alloy Software clients and partners. Created knowledge base articles, including technical documentation, troubleshooting guides, and how-tos. Assisted in leading and supporting the 24-hour support team alongside the Director of Software Support and led the technical support team during normal business hours.- Led my team with a supportive and empowering approach, enhancing their confidence and skills through empathy, active listening, and patient guidance.

Responsible for providing excellent technical and customer support to all Alloy Software clients and partners.- Provided technical and educational support for all Alloy Software products.- Documented technical issues and solutions to maintain accurate logs and track history.- Communicated with clients to identify the root causes of application problems.- Collaborated with diverse clients and partners, including Department of Defense, medical, education, food and beverage industries, small and large enterprise organizations.

• Completed diverse cloud-based tasks, such as writing, transcription, data entry, image categorization, audio and video annotation, and search engine ranking.

Accountable for both training new team members and providing excellent technical support to DocuWare's clients and partners.- Performed daily responsibilities as a Software Support Analyst while also taking on additional duties.- Developed a variety of documentation, including training materials and product knowledge base articles covering product features and troubleshooting solutions.- Provided training and mentorship to new department members through hands-on and hands-off approaches.- Promoted to late-shift leader, overseeing the support department during after-hours shifts, managing late-shift specialists, and assigning projects and tickets based on department objectives.

Accountable for delivering top-notch technical support to DocuWare's clients and partners.- Provided technical and educational support for all DocuWare-related products.- Responded to customer inquiries and provided technical assistance both over the phone and in person.- Collaborated with Tier 1, Tier 2, and Senior Software Support Leads to address all levels of DocuWare-related issues.- Served as the late-shift specialist several days each month, supporting the late-shift leader in managing the support department after hours.

Provided support to the Deputy Chief Information Officer for both the Plans & Policy Division as well as the Information and Education Technology Division.- Collaborated with the CIO and various departments to plan and execute education and technology projects for the Academy.- Managed the Cisco Prime Infrastructure, maintaining, updating, and organizing academy maps, and regularly inspecting equipment in buildings, classrooms, and dorms.- Researched and tested devices and software for upcoming cadets, departments, and projects, presenting findings and recommendations to the team to ensure they met the academy's standards.