Assist CSRs with creating print production specifications.Plan for production and enter specification details into Windows based estimating Software for price calculations and formal quote letter.

• Generate and dispatch Data, Voice, Network service incidents tickets for banking locations, trading and data centers. • Place orders for phones and routers for Bank of America and Merrill Lynch financial centers. • Monitored warehouse inventory and placed replenishment orders when applicable• Corresponded with Cisco, Avaya, Vodafone, Merrill Lynch and Bank of America Voice/Data departments on service issues, ETAS and service ticket updates. • Coordinated service, vendor meets and project tickets with techs in the field, Telco/ATM vendors, and area service managers.

• Review new service order details and determine technician assignment based on the technician’s skill set, time to location and scheduled availability. • Monitor progress of technician's status from accepting new service call to completion. • Update customer with progress of technician to site via outbound voice call or email communications. • Communicate with field technician to record time and materials used to complete service call. Enter details into CRM Software and close out service call. • Review open calls and load balance among current techs on shift or reassign to a tech for a later shift schedule. • Answer inbound calls to assist customer with open ticket status or open new service orders using the CRM software. Proficient in using the Oracle CRM software for new service orders and dispatching ticketdetails to field technicians. Microsoft map-point software for plotting open calls and determining time and distance to service call site.

• Assist customer phone call inquiries regarding work in progress, pricing and scheduling. • Inside sales and customer service including estimating and order entry. • Assist sales and customers with creating print production specifications. • Plan for production and enter specification details into Windows based estimating Software for price calculations and formal quote letter. • Upon job completion review job cost report to verify accuracy of change orders and purchase orders for final billing. Draft final invoice. • PSI print management software administrator. Responsibilities include training new users in estimating, order entry, job ticket accuracy, shop floor data collection, job tracking, shipping data input, invoicing, data base management, tech support. • Additional responsibilities included ensuring integrity of sales reports, cost reports, purchase order processing, and tracking change orders to invoice. • Administrator of PSI print management software and its associated upgrade cycle. Troubleshoot and maintain SQL Data base.