Provide technical support for 5 flagship applications, with over 8 apps. The support was mainly through live chats, TeamViewer, emails, and calls when necessary. The support was in several languages with the help of some translation tools except for English and Spanish.Aside from the customer/client support, I also maintained constant internal communication with all of our departments (Engineering, Sales, CSA's, Development, etc.) to keep up to date with fixes, releases, back/front end changes, escalations, and much more.Troubleshooting consisted of: - Analyzing data such as Bitrate, Packet loss, Latency in TokBox, now Vonage, a video API - Querying SQL to locate candidate information in multiple databases - Review error and event logs to find the cause/problem and provide a solution - Troubleshooting for Windows, Mac, Android, and iOS devices• Documentation – Created and maintained documents and procedures for our public Help Center as well as internal users for training and knowledge gain.• Created dynamic content macros to improve metrics including response time and accuracy in different languages• Worked remotely with teams located in different countries such as Mexico, U.S.A., and the Philippines. • Live chat support through SnapEngage and Intercom• Took part in knowledge and product transfer to a new team located in the Philippines that would take over our positions during a company acquisition.

Application Support L1 (Northern Trust - BPO/IT)• Install/remove applications and update drivers• Printer troubleshooting• Accessed and monitored virtual machines through PuTTY• Create and interpreted reports Consultancy Advisor (Morgan Stanley - BPO)• Cross-trained in various departments to maximize efficiency and knowledge• Managed accounts/trades/reports for major investors, which have a great impact on company growth and credibility • Trained new hires as well as existing agents in different areas

• Troubleshoot mobile devices of customers who had problems with internet, calls, and SMS • Live chat support• Addressed billing issues and General information• Floor support as SME (Subject Matter Expert)